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Manager of Client Services
4 months ago
JOB TITLE**:Manager of Client Services**
REPORTS TO**:Senior Manager, Property Services**
COMPETITION NUMBER**:2024 - 08**
Salary Range**:$70,233.19 - $98,962.65 per annum**
Hiring range**:$70,233.19 - $87,308.87 per annum**
POSTING DATE**:April 12th, 2024**
CLOSING Date**:April 26th, 2024**
**THIS IS A FULL-TIME PERMANENT NON-BARGAINING UNIT POSITION.**
LMCH is looking for someone with a passion for improving organization-wide service delivery. Do you want to use your skills and experiences to have a positive impact on the lives of our residents and in the communities we serve? We are searching for a collaborative and strategic leader who enjoys working in a dynamic and complex environment.
**Who We Are**:London & Middlesex Community Housing (LMCH) provides 3,282 housing units across 32 properties to more than 5,000 people. Those who call LMCH home are a diverse cross-section of individuals including families, seniors, adults, and new Canadians, all of whom are living with limited income. At LMCH, we believe that housing is the foundation of a better tomorrow.
**Mission**: To provide clean, safe and well-maintained homes, to meet the needs of the people we serve in our communities.
**Vision**:To build inclusive communities where safe, affordable, and accessible housing is the foundation for positive change.
- Ontario Municipal Employees Retirement System (OMERS) Pension
- Group benefits, including health and dental, for full-time employees
- Employee, Dependent and Optional Life Insurance
- Employee and Family Assistance Program
- Wellness, & Wellbeing Program
**LMCH Values**:
To **C**ollaborate
To be **A**ccountable
To be **R**esponsive
To promote **E**quity
- _
**1. OVERVIEW**
Reporting to the Senior Manager, Property Services, the Manager of Client Services will model and champion LMCH’s dedication to providing excellent customer service.
- Lead walk-in service delivery providing required supports and service including, but not limited to, general inquiries, rent payments, supporting annual reviews, and similar tenant inquiries.
- Lead the team that manages the receipt and assignment of all maintenance service requests.
- Manage, monitor, and report on all service requests from receipt through closure ensuring service standards are achieved.
- Take the lead on service improvement initiatives.
- Review and revise procedures and protocols to promote service consistency and accountability.
- Identify training opportunities for staff that promote a service culture.
- Lead, coach, and motivate to achieve customer service goals.
- Take the lead on the design and implementation of new programs and services.
**2. DUTIES & RESPONSIBILITIES**:
- Build and maintain an effective team of multi-disciplinary customer service representatives spanning all organizational departments, focusing on the seamless delivery of LMCH Mission and Values.
- Lead, coach, and motivate the team to achieve customer service goals at the department level.
- Build partnerships and liaise with team leaders to determine the company's services, delivery criteria, and solutions for issues that may arise.
- Take ownership of critical incidents, coordinating with resolution parties, and establishing effective communication between stakeholders for post-incident reviews.
- Ensure that systems, procedures, and methodologies are in place to support outstanding service delivery; take accountability for service delivery performance, meeting customer expectations, and driving future demand.
- Develop a deep understanding of projects to gain insights into the scope of service delivery.
- Address customer complaints and concerns that have been escalated in a timely and professional manner.
- Ensure that customer service metrics are maintained and provide coaching to employees to improve metrics.
- Represent the customer service department at departmental meetings.
- Create a safe environment for the discussion and resolution of values-related issues and concerns.
- Celebrate successes and foster an atmosphere of success.
- Responsible for hiring, firing, and discipline of assigned staff.
- Develop strategic performance metrics and targets that are consistent with LMCH’s goals.
- Evaluate employee performance and provide feedback, coaching, and formal evaluations.
- Provide leadership for employee relations through effective communications, coaching, training, and development.
- Maintain shift schedules to ensure sufficient employee coverage.
- Participate in departmental planning activities.
- Plan the department's workload and flow.
- Conduct monthly reporting.
- Participate in interdepartmental management meetings and contribute to improvements in emergency preparedness and planning as well as effective implementation of the emergency response plan.
- Other duties as assigned.
**3. EDUCATION, EXPERIENCE, & QUALIFICATIONS**:
- Postsecondary degree or diploma.
- Three years of experience in a management role and five years of e
