Client Care Supervisor

2 weeks ago

Ottawa, Canada Dept_PhysLoc Full time

Position Overview
Reporting to the Manager of Client Care, the Client Care Supervisor assists the department with its Front Desk and Referrals operations. Duties include but are not limited to ensuring the effective delivery of Larga’s client service standards, assisting with the implementation of policies and procedures, training, supporting and motivating staff to ensure they deliver optimal customer service, and assisting with scheduling activities. This position is required to participate in rotational on-call shifts.
Key Responsibilities
- Supervision of staff
- Communicate expectations of roles and ensure that delivery of quality service is at the top of everyone's mind.
- Assist in maintaining accountability among staff to deliver quality customer service by ensuring they adhere to customer service standards and departmental practices and procedures.
- Assist the manager with executing and monitoring training and development activities for the Front Desk team, ensuring staff are fully trained in their roles.
- Provide support and input to the manager on performance management issues and activities.
- Assist in the management of escalated staff issues or concerns, i.e. absenteeism, punctuality, discipline, etc.
- Ensure staff is following Larga Baffin’s Health & Safety standards and security protocols and procedures.
- Maintain open lines of communication with all employees to facilitate both positive and constructive feedback on performance.
- Review electronic time sheets for all department staff to ensure accuracy.

Front Desk Operations
- Respond to client needs and queries by demonstrating a personal commitment to client service.
- Assist the Manager with creating and implementing Larga’s customer service standards within the department; provide suggestions to the Manager for improving procedures and/or protocols.
- Ensure check-in and check-outs are processed properly and that all arriving and departing clients are served in a timely manner with courtesy.
- Work closely with other departments (Facilities & Transportation, Food Services, etc.) to ensure client care staff are following established cross-department workflows.
- Act as an escalated point of contact for client complaints and/or issues; facilitate protocols for issuing warnings and ejections.
- Advise the manager of any security issues; provide suggestions or input on security protocols or procedures as necessary.
- Assist Referrals with queries or issues; ensure proper protocols for collecting necessary documentation and travel arrangements are followed.
- Assist front desk staff with issues or queries from external partners, such as OHSNI, the Government of Nunavut (Medical Travel), Hospitals, etc., and work to ensure effective and clear communication between external partners and Larga Baffin.
- Assist the manager in working with local partner hotels to secure accommodations for clients during peak periods.
- Monitor the accuracy, completion, and necessary follow-up of daily log activities. Complete follow-up activities as necessary.
- Assist in developing the schedule for the Front Desk and Referral staff.
- Act as a backup for Referrals and Front Desk to cover staff shortages and meet operational requirements.
- Maintains a standard of punctuality and reliability across the department.

Minimum Job Requirements
- Five (5) - seven (7) years experience in a customer service position with at least three (3)years of supervisory or team lead experience.
- Post-secondary education in Hospitality & Tourism or related field.

Knowledge, Skills & Abilities
- Knowledge of Inuit culture and values is considered an asset.
- Demonstrates a strong orientation and passion for customer service; shows patience and maturity to tactfully and diplomatically interact with clients, visitors, and staff.
- Ability to handle escalated or emergency client issues, i.e., discipline, facilitating warning and ejection processes, etc.
- Ability to analyze and interpret the needs of clients and offer the appropriate options and solutions necessary.
- Ability to supervise employees by maintaining accountability among staff, coordinating work assignments, and motivating and training staff to perform their roles confidently.
- Capable of managing multiple priorities and working under pressure.
- Strong training, coaching and mentoring skills are essential.
- Ability to build and maintain strong relationships with other members of the management team, external providers, and clients.
- Strong organization/decision-making skills and an aptitude for problem-solving.
- Highly flexible, with solid interpersonal and communication skills that allow one to work effectively in a diverse working environment.
- Ability to effectively communicate both verbally and in writing.
- Strong knowledge of MS Office Software (Word, Excel, PowerPoint, Outlook, etc.).
- Working knowledge and/or experience with a CRM system would be considered an asset.
- First Aid/CPR/AED certifie

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