Permit Administration Coordinator

We are seeking a Permit Administration Coordinator to support and guide a dedicated Permit Administration Services (PAS) team. This is an exciting opportunity for a strong leader and problem-solver who thrives in a fast-paced environment. You will play a critical role in overseeing the full permit process-from intake to close-out-ensuring accuracy, consistency, and exceptional client service.

• Oversees the end-to-end processing of permit applications, extensions, revisions, and cancellations.
• Ensures permit submissions are complete, compliant, and submitted in accordance with City procedures, policies and By-law.
• Acts as the primary contact for online permit applications, collaborating with applicants, internal departments, and external agencies to ensure efficient and accurate permit management.
• Coordinates the intake, review, and distribution of permit-related tasks among team members to maintain service standards.
• Serves as the main liaison for internal and external clients, providing guidance and support related to permit processes, policies, and procedures.
• Monitors and responds to inquiries in PAS/PUCC email accounts, ensuring accurate and timely communication.
• Resolves customer issues with professionalism and collaborates with other teams to support client needs.
• Facilitates consistent, responsive service by training new staff and supporting ongoing staff development.
• Processes and documents permit-related revenues in compliance with the Fee & Charges By-law, City audit standards, and departmental financial procedures.
• Ensures the accurate handling of payments, deposits, and cheques.
• Liaises with Risk Management to verify insurance compliance, and upholds City standards in financial and risk-related matters.
• Coordinates and administers quarterly PUCC meetings, including scheduling, agenda creation, and follow-up.
• Maintains and updates Standard Operating Procedures (SOPs) to reflect current practices, support consistency, and improve workflow.
• Identifies opportunities to enhance operational efficiency by collaborating with other internal teams and supporting the resolution of application-related challenges.
• Provides functional guidance and task coordination to Permit Administration Services CSRs, ensuring service levels and standards are met.
• Supports team performance by offering guidance on policy interpretation and process application.
• Provides backup assistance across the PAS team and contributes to the onboarding and training of new staff members to promote a knowledgeable, responsive work environment.

• Post-secondary education in Business Administration or a related field.
• Minimum of five (5) years of experience in customer service roles supporting fee-paying customers, preferably in a public sector setting related to permit processing and payment handling environments.
• Strong understanding of related municipal by-laws, permits and regulations.
• Demonstrated experience in cash handling procedures, including reconciling daily cash and point-of-sale transactions and preparing bank deposits, with strong attention to detail and solid mathematical skills for accurate payment processing and account allocation.
• Excellent interpersonal, verbal, and written communication skills, with the ability to clearly explain procedures and provide exceptional customer service.
• Proficiency in Microsoft Office applications (Excel, Word, PowerPoint, SQL) and a strong understanding of database systems and web-based applications.
• Experience with Infor Public Sector Enterprise System and ActiveNet for permit processing and customer account management.
• Strong analytical, troubleshooting, interpreting, and leadership skills, with the ability to develop and implement improvements to support service delivery.
• Ability to work in a technical, fast-paced office environment with changing priorities, including exposure to computer keyboards and screens, may require occasional light lifting of supplies.