Client Services Assistant

Job Summary

Campus Security Services is a department within the Vice President Finance and Operations portfolio that provides security, community safety, personal safety, at-risk prevention services, emergency planning, parking, and motor pool services to the campus community at the University of Victoria. In providing these services, Campus Security Services contributes to creating a safe, secure, and welcoming campus for all and to the overall mission of the University by providing exceptional customer service in all aspects of the operation. The critical nature of these services is provided 24/7/365.

Campus Security serves a diverse client base including students, employees, and visitors. The department’s 51 employees work together as a team to ensure a high standard of customer service delivery and effective, efficient, and safe adherence to university policies. Together, we support UVic’s vision to be a university of choice for outstanding students, faculty, and staff from Canada and around the world and to enhance UVic’s reputation among the best universities in Canada and the world.

The University has a population that consists of approximately 5,660 faculty and staff as well as over 21,965 students with 3500 students who reside on campus, and over 150 buildings on 163 hectares and 20 parking lots containing over 4200 stalls.

As a member of the Campus Security team providing security, personal safety, parking, motor pool and emergency planning and reporting to the Manager, Commuter Services, the Client Services Assistant (CSA) is responsible for the delivery of front office services including citation resolution, data entry, campus lost and found, motor pool and both bicycle and equipment locker rentals. The CSA collaborates with members of the campus community, and the broader off campus community that attend the office, phone, or email regarding any of the services that Campus Security provides.

As the primary person responsible for counter service, the Front Office Clerk works both collaboratively and independently within the Campus Security team to ensure efficient and professional service delivery in an environment that aligns with the university's mission of offering a welcoming, accessible, and inclusive environment.

Shifts may be adjusted seasonally based on the operational demands of peak service periods.

Job Requirements

Experience:
This position requires a level of education, training, and experience equivalent to one (1) years’ experience working within a comparable environment (i.e., in retail sales, services and office administration).

Knowledge/Skills/Abilities:

• Demonstrated commitment to valuing diversity and fostering an inclusive, respectful working and learning environment, with meaningful outcomes in equity, inclusion, and advancing truth, respect, and reconciliation with Indigenous peoples.
• Service focus: effectively assists and serves clients to meet their needs, with a willingness to assist in maintaining a student-focused environment.
• Strong organizational and clerical skills, including the ability to learn new systems and procedures
• Experience and ability to de-escalate conflicts by using conflict-management approaches and refers complex situations to appropriate staff while following established policies and procedures in a front-line service environment.
• Ability to process documentation with accuracy and attention to detail.
• Ability to work independently and build trust and respect with team members to support a collaborative team spirit.
• Effective communication and interpersonal skills that promote timely and relevant information sharing within a team environment.
• Ability to work in an environment with constant interruptions.
• Initiative, good organizational and time management skills, and ability to work with deadlines by prioritizing accordingly.
• Experience dealing with personal, confidential, and sensitive information.
• Working knowledge of point of sales equipment, standard office equipment, and related software (e.g., MS Office).
• Advanced de-escalation and conflict management experience.
• Must have the ability to maintain a Security Officer level security clearance.
• Must have the ability to obtain a Vulnerable Sector Criminal Record Check.
• Work experience at a post-secondary institution is considered an asset.