Advisor, Customer Relations, Supply Chain

Advisor, Customer Relations, Supply Chain

Customer Care

Victoria, BC

The Coordinator, Customer Relations monitors customer inquiries through the call center tracker tool to ensure service standards are being met and follows up with internal supply chain service areas as needed. The coordinator develops effective working relationships with stakeholders to address customer needs and identify service improvement opportunities. The role communicates with customers and Supply Chain teams regarding service changes, requirements and challenges. The Coordinator participates in Supply Chain projects and attends customer committee meetings as a representative for Supply Chain.

What you'll do

• Monitors and tracks customer inquiries through the call centre tracker tool to ensure tickets are closed in a timely manner and in accordance with established service standards. Identifies customer service challenges and works with internal Supply Chain resources to address. Escalates service issues to the Lead, Customer Relations and Promotions as needed.
• Maintains ongoing communication with customers to ensure customers are informed of upcoming changes, that service problems are effectively addressed and service needs met. Investigates complaints and issues and initiates dialogue with internal Supply Chain businesses to ensure problem resolution.
• Liaises closely with internal and external stakeholders to identify opportunities for service improvement. Provides input to process changes and participates in business process improvement to enhance Supply Chain service delivery.
• Participates in a variety of Health Authority customer committee meetings as Supply Chain representative.
• Performs business analyses through profiling customer spending, analyzing utilization, and benchmarking. Runs statistical and usage reports as needed.

What you bring

Qualifications

• A level of education, training, and experience equivalent to a College Degree in Commerce or Management or related discipline plus a minimum of three (3) years related experience at a Supervisory level covering a broad spectrum of customer service and promotions functions with an emphasis on customer relationships management in health care or a related environment.
• Demonstrated relationship building skills and ability to work effectively within a multi-site, multi-sector environment. Strong communication and negotiation skills. Proven ability to resolve day-to-day operational issues and take prompt actions on addressing customer inquiries. Ability to exercise judgment on working within or outside of established processes and procedures. Proven self-motivated individual with the ability to get things done. Demonstrated ability to contribute to a working environment that promotes team building. Excellent organizational skills including the ability to meet deadlines and prioritize workload to meet departmental and customer requirements.

Skills & Knowledge

• Commitment to upholding the shared responsibility of creating lasting and meaningful reconciliation in Canada as per TRC (2015) and BC's Declaration on the Rights of Indigenous Peoples Act (2019).
• As a strong asset for consideration, we are looking for our successful candidate to have: Knowledge of social, economic, political and historical realities of settler colonialism on Indigenous Peoples and familiarity with addressing Indigenous-specific anti-racism, anti-racism and Indigenous Cultural Safety and foundational documents and legislative commitments (The Declaration Act, the Declaration Action Plan, TRC, IPS, Remembering Keegan, etc.).

What we bring

Every PHSA employee enables the best possible patient care for our patients and their families. Whether you are providing direct care, conducting research, or making it possible for others to do their work, you impact the lives of British Columbians today and in the future. That's why we're focused on your care too - offering health, wellness, development programs to support you - at work and at home.

• Join one of BC's largest employers with province-wide programs, services and operations - offering vast opportunities for growth, development, and recognition programs that honour the commitment and contribution of all employees.
• Access to professional development opportunities through our in-house training programs, including +2,000 courses, such as our San'yas Indigenous Cultural Safety Training course, or Core Linx for Leadership roles.
• Enjoy a comprehensive benefits package, including municipal pension plan, and psychological health & safety programs and holistic wellness resources.
• Annual statutory holidays (13) with generous vacation entitlement and accruement.
• PHSA is a remote work friendly employer, welcoming flexible work options to support our people (eligibility may vary, depending on position).
• Access to WorkPerks, a premium discount program offering a wide range of local and national discounts on electronics, entertainment, dining, travel, wellness, apparel, and more.

Job Type: Regular, Full-Time

Salary Range: $74,618 - $107,264 /year. The starting salary for this position would be determined with consideration of the successful candidate's relevant education and experience, and would be in alignment with the provincial compensation reference plan. Salary will be prorated accordingly for part time roles.
Location: 63 Gorge Rd E, Victoria, BC V9A 1L2
Closing date: Applications accepted until position is filled
Hours of Work: 0800-1600 (Monday to Friday)
Requisition # 177151E

What we do

The Provincial Health Services Authority (PHSA) plans, manages and evaluates specialized health services with the BC health authorities to provide equitable and cost-effective health care for people throughout the province. Our values reflect our commitment to excellence and include: Respect people - Be compassionate - Dare to innovate - Cultivate partnerships - Serve with purpose.

Learn more about PHSA and our programs: jobs.phsa.ca/programs-and-services

PHSA is committed to equity in our hiring and employment practices. With learning and compassion, we are addressing existing inequities and barriers throughout our systems. PHSA is seeking to create a diverse workforce and to establish an inclusive and culturally safe environment. We invite applications and enquiries from all people, particularly those belonging to the historically, systemically, and/or persistently marginalized groups identified under the B.C. Human Rights Code.

One of PHSA's North Star priorities is to eradicate Indigenous-specific racism, which includes dismantling barriers to health care employment at every level. We welcome Indigenous individuals to apply and/or contact the Sanya'kula Team (Indigenous Recruitment & Employee Experience) for support at indigenous.employment@phsa.ca.

Indigenous-specific anti-racism initiatives are rooted in addressing the unique forms of discrimination, historical and ongoing injustices, and marginalization faced by Indigenous peoples. These initiatives align with an Indigenous rights-based approach, recognizing the inherent rights and self-determination of Indigenous communities. PHSA must uphold legislative obligations and provincial commitments found in the foundational documents such as including Truth & Reconciliation Commission's Calls to Action (2015), In Plain Sight (2020), BC's Declaration on the Rights of Indigenous Peoples Act (2019), United Nations Declaration on the Rights of Indigenous Peoples (UNDRIP), Reclaiming Power and Place Missing and Murdered Indigenous Women & Girls Calls for Justice (2019), the Declaration Act Action Plan and Remembering Keegan: A First Nations Case Study.

ATTN: PHSA Employees:

To be considered as a PHSA employee (internal applicant) for this position, you must apply online via your internal profile at http://internaljobs.phsa.ca

Please note the internal job posting will no longer be accessible after the expiry date of December 30, 2024. If the internal job posting has expired, please contact the Internal Jobs Help Desk and advise that you would like to be considered as a late internal applicant for this position. Please do not apply for the external job posting.

If you have not registered your internal profile, a password is required to log in for the first time. To obtain your password, please contact the Internal Jobs Help Desk at 604-875-7264 or 1-855-875-7264. Please note regular business hours are Monday - Friday (excluding stats), 8:30am to 4:30pm. For inquiries outside of regular business hours, please email the Internal Jobs Help Desk at internaljobshelpu@phsa.ca and a Help Desk Representative will contact you the next business day.