Laa-24-10 - Manager, Client Intake Services

5 months ago

Edmonton, Canada Legal Aid Alberta Full time

Legal Aid Alberta is seeking to fill a full-time, Manager, Client Intake Services position in our downtown Edmonton office. This position will appeal to an individual that likes to lead a winning team, take initiative, is client focused and 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 Senior Manager, Client Assessment Services, the Manager, Client Intake Services provides leadership, development and coaching to the Contact Centre Intake Officer (CCIO) team to deliver exceptional service to Legal Aid Alberta (LAA) clients.

Other the key responsibilities of the Manager, Client Intake Services include the following:

- Leading and developing the team to ensure quality and consistence performance, stability and resource management.
- Supporting day to day activities of the CCIO team by coaching, mentoring and guiding the team through difficult calls, escalated situations, and educating on processes, practices, and job expectations
- Manages performance expectations by having regular conversations, providing feedback and completing the annual Objectives and Key Results as required.
- Overseeing client complaints in accordance with established procedures, and Legal Aid Alberta rules and administrative policies.
- Developing and maintaining stakeholders' relationship to ensure effective and consistent communication throughout the team and encouraging feedback and client insight in order to enhance the client experience.
- Working collaboratively with Human Resources and Senior Leadership on all employee relations issues
- Participating on Legal Aid Alberta committees or projects, and perform other duties as required

**Qualifications**:

- Post-secondary degree or /diploma in a business-related field preferred
- 3 - 5 years’ experience working with diverse and complex clientele
- Experience in managing/supervising in small to mid-sized office environment
- Management education and experience in a Call Centre is an asset

Skills and Education
- Knowledge of civil law, family law, criminal justice system, tribunal processes and community service agencies/resources
- Excellent communication, facilitation and interpersonal skills
- Leadership skills with the ability to think strategically; use good judgment and motivate others
- Strong organizational and problem-solving skills
- Ability to work closely with diverse stakeholders in a fast-paced environment

What We Offer
Perks of Working With Us
- Competitive Wage
- RRSP employer contribution
- Health and dental benefits
- Health and wellness accounts
- Employee assistance program
- Work from home opportunities
- Team environment

How to Apply

**Requirements**:

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