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BC Public Service

ADMN O 15R - Team Lead, Wholesale Customer Centre

Posted Yesterday

Job Details

Location

Salary

dollar sign59,015 to 66,749 per year

Job Description

Posting Title
ADMN O 15R - Team Lead, Wholesale Customer Centre

Position Classification
Administrative Officer R15

Union
GEU

Work Options

Location
Burnaby, BC V3J 1N3 CA (Primary)

Salary Range
$59,015.56 - $66,749.47 annually

Close Date
6/21/2024

Job Type
Temporary (Auxiliary)

Temporary End Date
2/28/2025

Ministry/Organization
BC Public Service -> Public Safety & Sol General

Ministry Branch / Division
BC Liquor Distribution Branch

Job Summary

Team Lead, Wholesale Customer Centre
Administrative Officer R15


About the BCLDB:

The BC Liquor Distribution Branch (LDB) is one of two branches of government that provide oversight for the beverage alcohol and non-medical cannabis industries in the province. The LDB is responsible for the wholesale distribution of liquor and cannabis, and operates the retails brands BCLIQUOR and BC Cannabis Stores.

The LDB is committed to government's goals of making life better for people in B.C., improving services, and ensuring a sustainable province for future generations. The revenue generated by the LDB helps fund essential public services like health care, education, and community programming. Learn more on the LDB careers page.

The BC Liquor Distribution Branch Wholesale Operations division is the hub of beverage alcohol distribution in British Columbia. There are three business units; Wholesale Supply Chain, Pricing & Imports and Distribution, working in partnership with suppliers to maintain a resilient and responsive supply chain whilst focusing on exceeding our customers' expectations, and giving back to the communities we serve. The Wholesale division's ethos of continuous improvement through innovative strategies, unmatched relationships and talented teams makes this a vibrant and stimulating environment in which to keep developing your expertise and knowledge.

About this role:

Reporting to the Operations Manager, the Team Lead plays a key role in the execution and development of wholesale liquor processes and the LDB relationships with both private and public liquor businesses, the wholesale liquor customers. This individual will lead the Customer Care Representatives in collaborating with wholesale liquor customers to collect and analyze feedback, and identify and execute the appropriate actions to support their business needs.

The Team Lead will lead the Customer Care Representatives to gather wholesale liquor customer data, review and revise information and perform analysis related to the current state of the wholesale liquor customer relationship with the LDB. They will lead the Customer Care Representatives in performing all aspects of the wholesale liquor customer's onboarding and registration, product knowledge, order management, payment management and reverse logistics management.

The Team Lead works in a dynamic, results-oriented environment that is fast-paced and requires the ability to manage competing priorities and complex processes. They are responsible for fostering an environment of high employee engagement and moral through the development and execution of individualized development plans, comprehensive training, consistent one-on-one coaching and support of the Customer Care Representatives. They must balance team development and support with maximizing operational efficiencies, keeping a focus on building relationships with internal partners and wholesale liquor customers. They must conduct all their responsibilities in a manner that supports LDB policies and guidelines.

They will make and gather recommendations and will lead initiatives to improve the wholesale liquor customer experience and develop plans for future customer needs. The Team Lead will work closely with a variety of LDB teams listed in the position links to coordinate escalated wholesale liquor customer concern resolution and implement process improvement.

The Team Lead will assume the role of Operations Manager, Workforce Manager or the Quality Assurance Manager of the Burnaby Wholesale Customer Centre in the event of an absence, as required.

A criminal record check is required.

Must be prepared to work in a multi-shift department.

For complete details about this opportunity, including accountabilities, please refer to the attached job description, also located in the Additional Information section at the bottom of the posting.

An eligibility list for temporary future opportunities may be established.

Position requirements:

Education and Experience:
  • A degree/diploma in business administration or related discipline.
  • A minimum of 3 years recent work experience* with customer relationship management.
  • Recent experience* managing multiple direct reports (>5 team members).

OR
  • A combination of training, education and experience may be considered, i.e., candidates with five (5) years of recent work experience* as listed above with secondary (high) school diploma or equivalent certificate.

Preference may be given to those candidates with any of the following:
  • Quality assurance experience.
  • Experience creating, editing, posting and updating internal and external communication.
  • Experience in a call centre environment.

*Recent work experience must have occurred within the last 7 years.

Application instructions:

To be considered for this position, your application must clearly demonstrate how you meet the education and experience as outlined in the position requirements section above. Applicants selected to move forward in the hiring process may be assessed on the knowledge, skills, abilities and competencies as outlined in the attached Job Description. Applicants must meet the requirements as described below to be considered:
  • A cover letter is required as part of your application. The content and/or format of your cover letter may be evaluated as part of the assessment process. Your cover letter must contain information detailing how your qualifications meet the position requirements as listed in the job posting.
  • Ensure your resume includes your educational accomplishments, employment history including start and end dates (month and year) of your employment, and any relevant information that relates to the job to which you are applying.

For specific position-related enquiries, please contact Rebecca Levick, HR Advisor at rebecca.levick@bcldb.com .

Only applications submitted using the BC Public Service Recruitment System on this website will be accepted. For more information about how to create or update your profile, please refer to the attached Application Instructions or refer to the Job Application page on the MyHR website. If you are experiencing technical difficulty applying for a competition, please send an e-mail to BCPSA.Hiring.Centre@gov.bc.ca before the stated closing time, and they will respond as soon as possible to assist you.

Note: Applications will be accepted until 11:00pm Pacific Time on the closing date of the competition.

Working for the BC Public Service:

The BC Public Service is committed to creating a diverse workplace to represent the population we serve and to better meet the needs of our citizens. Consider joining our team and being part of an innovative, inclusive and rewarding workplace.

This position is eligible for flexible work arrangements, such as a hybrid work combination of in-office and work-from-home, following the guidelines established for flexible workplaces .

The Indigenous Applicant Advisory Service is available to applicants that self-identify as Indigenous (First Nations, status or non-status, Métis, or Inuit) seeking work or already employed in the BC Public Service. For guidance on applying and interviewing, please contact IndigenousApplicants@gov.bc.ca or 778-405-3452.

The BC Public Service is an award-winning employer and offers employees competitive benefits, great learning opportunities and a chance to engage in rewarding work with exciting career development options. For more information, visit What the BC Public Service Offers .

Job Category
Administrative Services

Additional Information

About BC Public Service

Industry

Government

Company Size

10,000+ employees

Application closing date is 2024-08-14

Current Openings

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