Director, Corporate Communications and Customer Service (PFT) (NU 21.21)
Norfolk County, Canada

Basic Function:

The Corporate Communications and Customer Service department is the lead in providing information on County programs, services and emerging issues of interest, and generally encourage civic participation in municipal government. The Director is responsible for managing corporate communications and customer services for Norfolk County and provides direct strategic communications support to the Senior Leadership Team. Oversees the strategic operations of ServiceNorfolk to ensure adequate service levels to the customers of Norfolk County. Communications services provided by the Corporate Communication team encompass strategic communications planning, media relations, publications, social media, emergency communications, crisis and issues support, internal communications, corporate identity/branding, graphic design coordination, advertising and marketing support, and community engagement and relations support.

Position Description:

• Provides strategic communications and customer service planning, counsel and support to senior officials for corporate priorities, major initiatives and issues.
• Develops and executes annual corporate communications and customer service objectives that map to strategic objectives and evaluates outcomes.
• Prepares and regularly updates policies and procedures related to strategic communications. Provides oversight for development and execution of corporate communication tools to ensure standards are established and met.
• Oversees the strategic customer service content, business process mapping, and attachments in the customer relationship management (CRM)database.
• Provides confidential advice and support relative to media and public enquiries to the CAO, General Managers, Directors and Managers, as required.
• Focus on strategic customer service initiatives to support input into decision-making and gain public insight into the challenges and opportunities for Norfolk County
• Advise departments on best practices and techniques for implementing community engagement/customer service projects.
• Approves content and provides final edits to public and media communications, including releases, advisories, newsletters, flyers, brochures, guides, booklets, website content, social media postings and any other print or non-print materials intended for public or media consumption.
• Ensures all communication materials are in compliance with AODA legislation and guidelines.
• Collaborates in the development of communication materials, campaigns, programs and tools and ensures an approval process is followed for publicly released materials.
• Oversees the development and maintenance of good working relationships with the media.
• Oversees the coordination all media activities, including tracking of media coverage.
• Oversees the development and sustainability of community awareness of Norfolk County programs and services and ensures the public is informed about key issues.
• Acts as the Emergency Information Officer by coordinating communication in emergency or crisis situations.
• Works collaboratively with the Director, Information Technology on special projects and strategy for web content.
• Hires within approved allocation, supervises, and conducts performance appraisals of staff, as assigned.
• Creates/works with materials containing sensitive labour relations information (e.g., contingency plans).
• Oversees the development and implementation of a comprehensive media-training program for all management staff.
• Coordinates, prepares and adheres to departmental annual capital and operating budgets.
• To participate on a wide-variety of corporate committees and/or working groups on behalf of Corporate Communications and Customer Service as required
• Performs other duties as assigned.

Requirements

Knowledge and Experience:

• University degree or college diploma in English, communication, media studies, public relations, journalism, political science, customer service or related field.
• Minimum of ten years’ experience working in a communication role with progressive experience in strategic communication planning and customer service.

Skills and Abilities:

• Excellent knowledge of communication trends and best practices, and experience managing the implementation of major communication projects according to preferred practices.
• Excellent consulting skills and an understanding of how to deliver excellent customer service to internal clients and external partners.
• Knowledge of the County’s organization structure and programs and services, and those delivered by local municipalities, Provincial and Federal governments, and community organizations.
• Excellent

Job Rewards and Benefits