LAA-26-57 - Temporary Client Services Manager (12 Months)

Legal Aid; Edmonton; Hybrid; CAD 76,000 - 103,000; Full time

Benefits offered by this job

Competitive wage

Health and dental benefits

Health and wellness accounts

Employee assistance program

Hybrid work opportunities

Job summary

Legal Aid Alberta in Edmonton, AB, Canada is seeking a Full-Time, Temporary (12 Months) Manager, Client Intake Services to lead the LIS team, ensure high-quality client service and effective operations in the Edmonton office.

You will oversee performance, coach staff, manage complaints, maintain stakeholder relations, and collaborate with HR and senior managers. Annual salary range is $75,752.00 to $103,076.00.

Qualifications

• Post-secondary degree or diploma in criminal justice, business management or related field.
• 3–5 years of contact centre experience.
• Experience supervising in a small to mid-sized office is an asset.

Responsibilities

• Lead and develop the LIS team to ensure quality and consistency of performance.
• Coach, mentor and guide staff through difficult calls and escalated situations.
• Manage performance with regular feedback and annual Performance Excellence planning.
• Handle and track client complaints per established procedures and policies.
• Develop external stakeholder relations and collaborate with HR on employee relations.
• Oversee facilities and approve timesheets and expense claims for direct reports.

Skills

Team leadership

Communication skills

Problem solving

Conflict resolution

Organizational skills

Time management

Adaptability

Education

Post-secondary degree or diploma in criminal justice, business management or a related field

Tools

Computer systems and programs

Job description

LAA-26-57 - Temporary Client Services Manager (12 Months)

Edmonton, AB, Canada

Job Description

Legal Aid Alberta is seeking to fill a Full-Time, Temporary (12 Months), Manager, Client Intake Services in our Edmonton office.This position will appeal to an individual that likes to take initiative, is client focused and is exceptionally strong in delivering high-quality results.

Who We Are

As a publicly funded, non-profit organization, Legal Aid Alberta provides affordable legal services in family law,domestic violence, child welfare, immigration, and youth and adult criminal defense. We are Alberta-wide, with 300 staff and 1,200 private practice lawyers helping people overcome their legal challenges in more than 75 communities across the province.

Who You Are

Working at Legal Aid Alberta means you care about people and empathize with their situation. You have excellent communication skills especially in tough situations. You’re computer-savvy and more organized than anyone you know. Fast-paced work environments give you a rush and you’re always up for a challenge. You love learning new things, solving problems, and can adapt to change quickly. You care deeply about the success of our team and our organization.

Job Description

Reporting to the Associate Director, Client Assessment Services, some of the key responsibilities include:

• Leads and develops the team to ensure quality and consistence performance, stability and resource management
• Supports day to day activities of the LIS team by coaching, mentoring and guiding the team through difficult calls and escalated situations, educating the team on processes, practices and job expectations
• Manages performance expectations by having regular conversations, providing feedbacks and completing the annual Performance Excellence Planner as required
• Handles and tracks client complaints in accordance with established procedures, LAA rules and administrative policies
• Develops and maintains external stakeholders’ relations
• Responsible to observe any gaps in NET/Appointing/CP activities/Gateway along with any additional channel of incoming work.
• Responsible for assigning daily duties off the phone to employees
• Ensures effective and consistent communication throughout the team, encourages feedback and client insight in order to enhance the client experience
• Work collaboratively with HR and Senior Managers on all employee relations issues
• Ensures proper recognition and tribute of staff
• Oversight of facilities ensuring proper maintenance and improvements
• Approval of Timesheets and Expense Claims of direct reports
• Participates on LAA committees or projects, and other duties as required

Qualifications

Education and Experience:

• Post-secondary degree or diploma in criminal justice, business management or a related field is preferred
• 3 – 5 years experience working in a contact centre environment
• Experience managing/supervising in a small to mid-sized office environment is an asset

Knowledge and Skills:

• Knowledge of civil law, family law, criminal justice system, tribunal processes and community service agencies/resources in an asset
• Dispute resolution and mediation
• Computer systems and programs
• Knowledge of conflict management
• Excellent oral and written communication skills
• Leadership skills with the ability to think strategically, exercise good judgment and motivate others
• Competency in problem-solving and conflict management
• Strong Interpersonal, organizational and time management skills
• Ability to work closely with lawyers and non-lawyers in a fast-paced environment
• Ability to work both independently and within a team
• Understanding of issues arising when dealing with persons from diverse cultures, persons from low-income or other disadvantaged groups and persons in distress

Annual Salary Range: $75,752.00 - $103,076.00

What We Offer: Perks of working with us

• Competitive wage
• Health anddentalbenefits
• Health and wellness accounts
• Employee assistance program
• Hybrid work opportunities