Client Care Manager

2 months ago

Ottawa, Canada Larga Baffin Full time

**Position Overview**

The Manager, Client Care will be responsible for overseeing Larga Baffin’s Referrals, Front Desk teams.

Front Desk Operations include, but are not be limited to, establishing and implementing all policies, procedures and service standards as well as delivering training to Client Care Coordinators and Referral Representatives. The Manager will also act as a point of contact for escalated or emergency client issues i.e. discipline, facilitating the warning and ejection process etc.

The Manager, Client Care is eager to lead and roll up their sleeves to get the job done. They take a hands on approach and are able to delegate effectively and motivate others. The incumbent is a natural problem-solver and works well under pressure. This position requires the incumbent to occasionally be on-call and work outside of normal work hours to respond to facility emergencies.

**Key Responsibilities**

**Management of Staff**
- Provides direction and leadership to the Front Desk and Referral teams.
- Prepares department schedules to meet the needs of Larga Baffin.
- Conducts ongoing development, implementation and evaluation of performance management programs and activities for all direct reports.
- Assists in the management of escalated staff issues or concerns i.e. absenteeism, lateness, poor performance, scheduling conflicts etc.
- Ensures staff are compliant with Larga Baffin’s Health and Safety standards.
- Develops and maintains, with support from staff and Supervisors, department training and/or procedures manuals.

**Planning**
- Prepares regular productivity and status reports upon request form the General Manager.
- Develops and leads the execution of all training and development activities for Assistant Managers and Client Care staff i.e. training manuals, materials, training sessions, personal training plans etc.
- Works with the Assistant Manager, Client Care to develop effective roll-out plans for all training and development activities; oversees to ensure completion of all training and development activities.
- Assists the Assistant General Manager and General Manager in developing policies, procedures, guidelines and business processes for the department.
- Prepares annual Front Desk and Referrals plans with projections for expenditures.

**Front Desk and Referral Operations**
- Creates and develops high levels of client satisfaction standards through dedication to customer service in all client interactions.
- Creates and develops schedules for Front Desk and Referral staff, ensures schedules provide sufficient coverage for adequate client service.
- Monitors labor costs of Front Desk staff and ensures that Front Desk staff operate within the approved budget.
- Ensures that all arriving and departing clients are treated with courtesy.
- Acts as an escalated point of contact for client complaints and/or issues; facilitates protocols for issuing warnings and ejections.
- Establishes security protocols and procedures for Front Desk staff interacting with clients on a regular basis (Client Care Coordinators and Overnight/Security staff).
- Maintains continuous liaison with management i.e. Facilities & Transportation, Food Services etc. to ensure that clients are receiving quality service.
- Acts as a point of contact for queries or issues related to Referrals providing positive company representation; establishes and ensures proper protocols for collecting paperwork and arranging travel are being followed.
- Acts as a point of contact for handling queries or issues with external partners i.e. OHSNI and Nunavut’s Transportation Department.
- Monitors and ensures staff complete the daily log documenting various client activities. Works to establish new procedures and/or protocols for handling client matters.
- Conducts periodic reviews of business processes between Front Desk and Referral Services to ensure efficient and effective flow of information and communications.
- Works closely with the Manager, Facilities & Transportation Services to ensure transportation schedule information in clearly communicated.

**Qualifications**
- Bachelor’s Degree or College Diploma in Hospitality and or related field.
- 5 years’ experience in a customer service position with at least 3 years of management or experience.
- High degree of customer service orientation.
- Experience developing, monitoring and tracking budgets.
- Experience developing, monitoring training, and career development for all staff.
- Excellent ability to communicate effectively direct others to achieve required results.
- Capable of managing multiple priorities and working under pressure.
- Proven ability to demonstrate professionalism, understanding and patience in order to effectively manage situations involving a high degree of sensitivity and confidentiality.
- Strong knowledge of MS Office software (Word, Excel, PowerPoint, Outlook etc.).
- Ability to work on-call shifts when necessary

**Preferred Qualifications*

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