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Posting Reason:

New Position

Job Type:

Employee

Anticipated Duration in Months (for contracts and temporary assignments):

12

Job Family:

Student and Campus Support

# of Open Positions:

1

Faculty/Service - Department:

Student Affairs, Client Relations, Client Services and Project Management

Campus:

Main Campus

Union Affiliation:

SSUO

Date Posted (YYYY/MM/DD):

2026/05/21

Applications must be received BEFORE (YYYY/MM/DD):

2026/06/01

Hours per week:

35

Salary Grade:

SSUO Grade 09

Salary Range:

$72,437.00 - $91,502.00About Student Affairs:

Student Affairs is at the very heart of the student experience at the University of Ottawa. We recruit the very best future students, support them throughout their university years and leave them well-prepared for fulfilling careers and future studies. Our team of more than 600 dedicated staff provides the services that keep students happy, well and thriving as they pursue their ambitions. We help them apply and enrol for courses, we oversee 11 residences and an award-winning Dining Hall, we organize fun events, we provide extensive recreation program opportunities and varsity sports activities, we run an innovative career development and experiential learning program and much more!

There’s nothing more rewarding than helping future generations reach their full potential at a world-class university. With our wide variety of career opportunities and professional development pathways, we’re sure that you’ll enjoy the experience as much as our students do.

About the position:

This position is part of a 24/7 service. The normal work schedules are 8:00 AM to 4:00 PM (Day), 4:00 PM to midnight (Evening) and midnight to 8:00 AM (Night) and consist of 5 consecutive days (including Saturday and Sunday). The standard shift will be Thursday through Monday, from midnight to 8:00 AM; however, shifts may need to be adjusted to include day/evening hours based on operational requirements

Position purpose:

Outside regular operating hours, and in collaboration with their immediate supervisor, coordinates the delivery of high‑quality information services for all service points within the residence facilities.

Supervises the work of information agents and ensures outstanding service for the entire current and prospective student population, the university community, and the general public by deploying the necessary means to maximize the use of available resources.

Contributes to revenue generation through the promotion of all available programs and services, and provides recommendations for the development of new revenue sources for the sector.

In this role, your responsibilities will include:

• Ensures the delivery of high‑quality information services to clients in order to promote the University’s residences to current residents, prospective students (both domestic and international), and the general public.

• Supervises employees and supports recruitment and hiring initiatives (staffing, performance evaluation, goal setting, work assignment, management of leave and absences, etc.).

• Ensures that team members have the training and tools necessary to perform their work. Trains and provides feedback to employees under their supervision to foster a culture of continuous improvement and a high standard of service aligned with the University of Ottawa’s vision of excellence.

• Coordinates weekly work schedules and the overall allocation of staff responsibilities based on needs and priorities to ensure optimal customer service.

• Works with the Customer Service Manager to establish standards for evaluating service quality and to develop effective measurement tools (analyses, detailed reports, surveys, inquiries, statistics) aimed at improving service quality and preventing crisis situations.

• Participates in operational management and analyzes client interactions through call monitoring and review of email responses (Talisma CRM), recommending improvements to ensure service quality.

• Acts as a second‑level resource for complex issues requiring restricted access or to assist team members and/or the on‑call team (coordinators/managers/directors) in resolving conflicts that may arise with students or clients.

• Processes, analyzes, and responds to client complaints and feedback regarding all services offered by the residence sector, ensuring timely follow‑up to maintain the University’s reputation for excellence.

• Ensures compliance with professional ethics and confidentiality standards within the team.

• Monitors the quality of administrative and financial operations, the sale and rental of various services, and physical access controls, ensuring that all transactions/accesses comply with University regulations.

• Participates in administrative activities of other operational sectors within residence services (room assignments, Move‑In and Move‑Out periods, Open House events, etc.) as well as special projects or sector initiatives.

What you will bring:

• Post‑secondary diploma in administration, management, or another relevant field, or an equivalent combination of education and experience.

• Minimum of 2 years of experience in human resources management/supervision.

• Customer service experience, including acting as a resource person, cash handling, and administrative and financial procedures.

• Bilingualism – French and English (spoken and written), to be considered for this position, candidates must be rated at the Low Advanced proficiency level or higher for both oral comprehension and reading comprehension in their second official language. The rating is determined by a proficiency test designed by the Official Languages and Bilingualism Institute.

• Call centre experience is considered an asset

• Strong analytical and problem‑solving skills

• Ability to work independently and as part of a team

• Rigour and attention to detail

• Organizational awareness and ability to work under pressure

• Demonstrated communication skills

• Ability to motivate and engage employees

• Experience with computer systems such as spreadsheets, word processing, presentation software, scheduling tools, email, Internet, and CRM platforms

• Experience in drafting, interpreting, and applying regulations, methods, and procedures

• Experience applying emergency measures and emergency procedures

• First Aid, CPR “C”, and AED certification from a recognized Canadian organization is considered an asset

Key Competencies at uOttawa:
Here are the required competencies for all or our employees at uOttawa:

Planning: Organize in time a series of actions or events in order to realize an objective or a project. Plan and organize own work and priorities in regular daily activities.
Initiative: Demonstrate creativity and initiative to suggest improvements and encourage positive results. Is proactive and self-starting. Show availability and willingness to go above and beyond whenever it is possible.
Client Service Orientation: Help or serve others to meet their needs. This implies anticipating and identifying the needs of internal and external clients and finding solutions on how to meet them.
Teamwork and Cooperation: Cooperate and work well with other members of the team to reach common goal(s). Accept and give constructive feedback. Able to adjust own behaviour to reach the goals of the team.

The University of Ottawa embraces diversity and inclusion in the workplace. We are passionate about our people and committed to employment equity. We foster a culture of respect, teamwork and inclusion, where collaboration, innovation, and creativity fuel our quest for research and teaching excellence. While all qualified persons are invited to apply, we welcome applications from qualified Indigenous persons, racialized persons, persons with disabilities, women and LGBTQIA2S+ persons. The University is committed to creating and maintaining an accessible, barrier-free work environment. The University is also committed to working with applicants with disabilities requesting accommodation during the recruitment, assessment and selection processes. Applicants with disabilities may contact hrtalentmanagement@uottawa.ca to communicate the accommodation need. All qualified candidates are encouraged to apply; however, Canadians and permanent residents will be given priority.

Note: if this is a union position: The hiring process will be governed by the current collective agreement related to the union affiliation noted above; you can click here to find out more.

If this is a front-line position with responsibilities to interact with students, selected candidates must be rated at the Low Advanced proficiency level or higher for both oral comprehension and reading comprehension in their second official language. The rating is determined by a proficiency test designed by the Official Languages and Bilingualism Institute.

Prior to May 1, 2022, the University required all students, faculty, staff, and visitors (including contractors) to be fully vaccinated against Covid-19 as defined in Policy 129 – Covid-19 Vaccination. This policy was suspended effective May 1, 2022 but may be reinstated at any point in the future depending on public health guidelines and the recommendations of experts.