Process and Service Improvement Specialist: Goodwill Industries, Ontario Great Lakes

Process and Service Improvement Specialist

Goodwill Platform:  Workforce Development
Job Location:  London, ON
Position Type:  Full time
Application Deadline:  June 17, 2016

About Goodwill

Changing lives and communities through the power of WORK.

Goodwill Industries is a non-profit social enterprise that provides work opportunities, skills development and employee and family strengthening for those who face barriers such as disability or social disadvantage. The aim is to advance individuals, families and communities toward economic self-sufficiency and prosperity. Goodwill Industries, Ontario Great Lakes, serves communities within south western Ontario, employing close to 600 people, across 22 facilities while serving over 30,000 in the community annually on their journey to work.

What’s a Process and Service Improvement Specialist?

Reporting to the Director of Employment Services and Training, The Process and Service Improvement Specialist works in-person and on-line with team members and customers to strengthen customer engagement, and improve the customer experience at Goodwill Career Centre.

This is a key role in building a culture of learning and continuous improvement, and creating a positive and welcoming physical and on-line environment to effectively and efficiently connect job seekers with employment services and opportunities.

What’s the role?

• Take ownership, as assigned, to develop, evaluate, and improve resources and processes that improve service efficiency and effectiveness.



• Work with team members and leadership from Goodwill’s Workforce Development division to gain perspectives on departmental goals, challenges and program format.



• Engage teams in process improvement to support World-Class customer service.



• Project and process improvements will include:
  
  • Maximizing the use of online information and media (including social media) for the benefit of job seekers and Goodwill’s Career Centre.
  
  
  
  • Developing the Employment Resource Centre and virtual ERC platform as a resource and as a process for engaging job seekers in Career Centre services.
  
  
  
  • Supporting events that draw in and serve job seekers (e.g.: job fairs, general information sessions, etc.).
  
  



• Participate in front-line delivery of relevant programs and projects.



• Develop and deliver learning for clients and team members.



• Support highly effective, efficient, inclusive customer service to all individuals.



• Complete activity and outcome reports to track the efficiency and effectiveness of the Employment Resource Centre, and to support effective reporting to the organization and funders.



• Conduct outreach via various media to gather information and support partnerships with other community agencies.



• Gather and maintain information and resources that are relevant and useful to our customers.



• Comply with Goodwill’s Health and Safety program and all applicable legislation.



• Perform other related activities as necessary or as assigned.

Do you fit the part?

• Do you have a relevant post-secondary education (e.g.: Business Administration, Communications, Projects, I.T.)?



• Do you have 2 years of relevant, related experience?



• Do you take delight in engaging, serving and supporting others?



• Can you manage your time efficiently and effectively in a fast-paced work environment with frequent interruptions?



• Can you listen, understand, and respond appropriately to individuals who may be distressed, or dealing with barriers to employment?



• Are you an effective and engaging communicator (written, verbal, and digital)?



• Are you knowledgeable about process methodology, and continuous improvement?



• Would you describe yourself as highly computer literate?



• Do you have exceptional organizational skills?



• Are you familiar with health and safety legislation in the workplace?

What’s in it for you?

• You will work with a strong and successful organization focused on the growth and development of our teams.



• You will be joining an organization where culture is built on genuine care and concern for inclusion and that celebrates diversity.



• A fun team atmosphere and challenging work environment where you can make a difference.



• An opportunity for personal growth and development.



• A competitive compensation package.

Please apply directly online to be considered for this role at www.goodwillindustries.ca/careers

Goodwill Industries is committed to fostering an inclusive, equitable, and accessible environment where all employees and members feel valued, respected, and supported. We are dedicated to building a workforce that reflects the diversity of the communities in which we live and serve, and where every team member has the opportunity to reach their full potential.

Please apply by 4:30 PM, June 17, 2016 to:



Goodwill Human Resources