Summary of Duties

Reporting to the Coordinator of the area, the Customer Service Representative, Building Services provides administrative support and customer service for the acceptance, processing and issuance of building permits, as well as operational support to Building, Plumbing and Code Compliance inspectors and Public Property Compliance, and support for the City’s Backflow Prevention and Monitoring Program.

Work Performed

Receives and reviews permit applications for completeness; accepts, processes and issues applications once they have been reviewed by technical staff. Prepares correspondence related to permitting, backflow prevention and street permit activities. 

Communicates with the public to request outstanding documentation needed to close permits or with internal service areas to process licensing agreements.

Accepts fee payments in the database and issues receipts. Balances personal daily payment intake to revenue report. Maintains system to track e-permit fee payments and journals.

Receives requests for permit and backflow device inspections and updates database to schedule them.

Receives and reviews backflow device test reports and updates systems as required.

Reports backflow device failures to technical staff. Refers non-compliance issues to designated staff.

Receives applications from persons applying to register as a Tester for the City of London's Backflow Prevention and Monitoring Program. Compares qualifications to applicable standards and maintains a registry of qualified testers. Updates records for Testers who re-certify on an annual basis and maintains a supply of forms and other materials for sale to Testers.

Scans assorted permits, drawings and correspondence. Files approved construction plans for e-permits and emails approved documents to e-permit applicants. Prepares documentation and drawings for transfer to storage. Retrieves documents from physical or electronic locations as required.

Updates database and maintains records and associated documentation related to Permits and Backflow Prevention program.

Prepares financial correspondence and forms to initiate refunds, creates invoices and journal entries; prepares memos, such as authorizing the release of securities as directed by Finance.

Receives requests for permit information or construction plans and reviews content to ensure that all information can be shared with the public.

Generates and distributes service area reports. Refers specific technical matters to designated staff.



Answers the Building Services main phone line; responds to email inquiries; provides information concerning permit requirements, application processes and the status of applications, backflow devices and inspections.

Receives complaints and inquiries from multiple channels related to municipal by-laws and Building Code enforced by Planning and Economic Development. Enters complaint information in database, generates inspection requests and forwards to appropriate inspection staff.

Attends monthly section meetings as required.

Provides excellent customer service to internal customers, external agencies and the building and development industry that work closely with Building Services and Planning and Economic Development as a whole.

Provides back-up support or assistance for other Planning and Economic Development operational support positions. Performs related duties as assigned.

Qualifications/Experience

Completion of a one-year Post-secondary certificate in business or office administration or equivalent.

Six months of previous related experience is required.

Specialized Training & Licenses

Skills and abilities in the following areas are necessary:

Knowledge of various City of London by-laws, the Ontario Building Code, London’s Water By-law, and Ontario’s Safe Drinking Water Act is an asset.

Excellent customer service skills; effective interpersonal skills; administrative and organizational skills.

Minimum typing speed of 40 w.p.m. Demonstrated proficiency in word-processing, spreadsheets and database software. 

Compensation and Other Information

$38,822 - $56,836 (Level 7) 

This position is being filled on a temporary basis for up to 1 year.

This posting is for 2 opportunities. 

Current hours of work: Monday-Friday from 8:30 a.m. to 4:30 p.m.

These hours of work are subject to change in accordance with the Collective Agreement and may include evening hours and Saturdays.

NOTE: Applicants may be required to complete a job related test.

Our hiring process is in accordance with the Mandatory Proof of COVID-19 Vaccination Administrative Policy

As an inclusive employer, we are committed to providing a fully accessible recruitment process. Please contact us at any time during the recruitment process and let us know what accessible supports you may need.