Leg Assembly - BAND 3 - Client Care Service Manager

Client Care Service Manager
Competition: LA252609
Department: Client Services
Position Type: Regular Full-Time
Salary Range: $100,473.08 - $125,591.35 per annum. Placement within the range is typically between the minimum and midpoint and based on qualifications and experience, subject matter expertise, and internal equity, with consideration for how the candidate is developing, meets, or exceeds the role’s requirements.
Close Date: Wednesday, April 23, 2025 at 12:00pm (noon) PDT

POSITION SUMMARY

Employees of the Legislative Assembly of British Columbia (Assembly) provide professional non-partisan services to support the democratic institution of Parliament and its members through procedural advice, administrative support and information services. The Assembly is an autonomous employer, separate from the administrative framework of B.C. government ministries and agencies.

The Client Services department is seeking a strategic change-maker, relationship-focused and problem-solving individual for the regular full-time position of Client Care Service Manager.

Reporting to the Director of Client Services, the Client Care Service Manager (Manager) leads the design and continuous improvement of a best-in-class service delivery model for the Legislative Assembly business areas and their clients. This role focuses on building strong, trusted relationships with clients and administrative partners to optimize the client experience. The Manager plays a key role in identifying service opportunities and efficiencies, driving value-added change and engagement, and streamlining processes, tools, and resources to create a seamless client experience from onboarding to offboarding. Leading the Client Care Team and call centre, the Manager also oversees daily operations, service standards, and policy implementation while serving as the first point of escalation for complex issues. The Manager proactively informs senior leadership through data-driven reporting, issue escalation, and strategic recommendations to improve client service expectations that align with strategic organizational goals.

QUALIFICATIONS

Applicants must be/have:

• Post-secondary degree or diploma in business administration, IT, public administration, communications, leadership, hospitality or a related program, plus at least five years of experience in client service or client experience management, or an equivalent combination of education and experience. Relevant experience may include:
  • Identifying and leading change initiatives including delivery of engagement, communications and training.
  • Applying service design methods or approaches to build service models or improve service delivery and client experience.
  • Developing and delivering service standards, analytics, dashboards or reports, and executive presentations.
  • Experience in account and contract management, and financial resources.
• A minimum of three years of experience leading cross-functional projects or services and building trusted and collaborative relationships to deliver strategic and operational priorities.
• A minimum of three years of experience managing, motivating, coaching, and mentoring staff.

Preference may be given to candidates with experience including:

• Conflict management or de-escalation.
• Applying IT service management and change management methodologies and principles.
• Working in a parliamentary or public sector environment.

WHAT WE OFFER

• Career development – We support continuing education by providing innovative, inclusive and diverse learning opportunities for growth, skill development and career advancement.
• Community, engagement and recognition – We value teamwork, collaboration and connection. Employees have the opportunity to interact and engage through projects, committees, working groups and events. Together, we celebrate and acknowledge each other's outstanding achievements and contributions.
• Extended health benefits – We provide eligible employees with a competitive benefits package, which includes extended health and dental, basic life insurance, an optional family funeral benefit plan, optional life insurance, optional accidental death and dismemberment, travel medical insurance, sick leave and long-term disability benefits.
• Flexible work options – We have a collaborative and team-oriented culture where onsite presence is required for all positions. Flexible work arrangements, including modified work weeks (flex days) and hybrid work schedules (onsite/remote) are offered and subject to operational requirements which may not be available for all positions.
• Health and wellness – We promote employee health and wellness by providing access to an employee assistance program, an in-house fitness room, secure bike storage and a reduced-cost bus pass through the BC Transit ProPASS program. We also offer an infant and family wellness room, a meditation room and a sustainable commuting and active living program that provides reimbursement for fitness and wellness activities.
• Location, location, location — We provide employment in an architectural landmark, the Parliament Buildings, which overlooks Victoria's Inner Harbour on the edge of the downtown core, close to shops, restaurants, cafes and parks.
• Retirement benefits – We offer a generous pension plan with the Public Service Pension Plan where contributions are made by both the employee and Legislative Assembly. This pension plan provides employees with a lifetime monthly pension when they retire.
• Vacation benefits – We offer four weeks of annual vacation time to start, or 8 percent vacation pay.

For more information about our organization, go to https://www.leg.bc.ca/about/careers/working-here.

APPLICATION REQUIREMENTS

Please submit cover letter and résumé through our job board portal by 12:00pm (noon) PDT on Wednesday, April 23, 2025. For questions please email human.resources@leg.bc.ca.

Note:

The Legislative Assembly of British Columbia is an equal opportunity employer committed to establishing an inclusive, equitable, and accessible environment for all. All qualified applicants will receive consideration for employment without regard to race, national origin, age, religion, disability, sexual orientation, gender identity or expression, marital status or any other basis protected by applicable law. We encourage applications from members of communities that are disadvantaged on any grounds under the B.C. Human Rights Code, including Indigenous Peoples, people of colour, people of all genders and sexualities and people with disabilities.

We are committed to ensuring that reasonable accommodations are made available to persons with disabilities during the recruitment, assessment, and selection processes. Applicants requiring reasonable accommodation at any point in the application or interview process, please contact human.resources@leg.bc.ca.

The Legislative Assembly Administration is a non-partisan workforce where political neutrality and impartiality is paramount. Employees must perform their duties in a non-partisan manner and manage their private affairs in a way that does not compromise or raise doubt about their ability to perform their job duties in a neutral and impartial way.

We would like to thank everyone in advance for applying as only those shortlisted will be contacted. An eligibility list may be established and/or auxiliary positions may be considered for future conversion to regular status. Lesser qualified applicants may be under-implemented or appointed at a lower classification. A Criminal Record Check (CRC) will be required as a condition of employment.

All positions at the Legislative Assembly require applicants to be at least 16 years old and eligible to work in Canada.

The Legislative Assembly of British Columbia values diversity and is an equal opportunity employer.

Human Resources
Legislative Assembly of British Columbia
E-mail: careers@leg.bc.ca | Telephone: 250-387-5532 | Web: www.leg.bc.ca
For inquiries please visit our FAQ page or contact us.