Client Services Supervisor
6 months ago
**ABOUT GOWLING WLG**
At Gowling WLG, our dedication to excellence and quality service begins with our people. As a global law firm with offices across Canada, the U.K., Europe, the Middle East and Asia, we pride ourselves on sourcing and retaining top talent who bring energy, passion and commitment to the delivery of outstanding client service.
Employee satisfaction is important to us. We work hard to ensure that our people are motivated, engaged and empowered. We are guided by our firm’s Core Values - The Power of Teamwork, Always Striving to be Better, We all Bring Something Different - in all that we do.
Diversity, equity, and inclusion are an integral part of our firm’s core values. We are always striving to build a more equitable, engaging and rewarding workplace by attracting and retaining talented people from a diverse range of backgrounds, cultures and experiences. Our aim is to help everyone reach their full potential and achieve their personal and professional goals.
Our diverse group of legal professionals, law students, law clerks, paralegals, legal administrative assistants and business services team members work together, and are respected and valued for their individual contributions.
**PROFILE**
The Ottawa office is seeking a dynamic **Client Services Supervisor** who will provide oversight of the client services function for the office including catering, conference room set up/maintenance, audio visual requirements, reception and boardroom bookings. This position will coordinate with various teams to ensure that operational standards are implemented and maintained for both internal and external events, day-to-day activities and drive a client-centric level of service. The Client Services Supervisor will supervise a team of coordinators and act as a point of escalation regarding client requirements.
**RESPONSIBILITIES**
- Ensures adequate coverage for client services, reception and AV support for internal and external events with support from marketing, events, facilities and reception.
- Drives a high level of client excellence from our reception and client services team from arrival to the meeting or event.
- Coordinates daily schedules including vacation coverage to ensure adequate coverage is available at all times.
- Provides guidance, training and support to client service coordinators with respect to catering, events, day to day hospitality requirements and office technology or new procedures.
- Provides feedback on performance in a timely manner and follows up with progress.
- Leads all workflow requirements and supervises execution of day to day delivery of client services for hospitality and reception.
- Provides advice, training and technical support services to end users in areas related to audioconference, video conference, audiovisual and multimedia equipment.
- Ensures that all equipment including kitchen supplies and systems are regularly inspected, tested, properly operational and maintained for meetings to function as intended, accommodating and delivering last-minute changes to meeting requirements, handling all equipment challenges and changes in a timely and professional manner.
- Builds and fosters vendor and internal/external client relationships to ensure utmost level of client service is delivered.
- Acts as a point of escalation in order to resolve client issues.
- Any other duties as required.
**QUALIFICATIONS**
- Completed post-secondary degree, diploma or certificate preferably in Hotel and Restaurant Management, Hospitality, Business or similar coupled with a minimum of 5 years of progressive supervisory experience.
- Ability to communicate effectively with other Firm members, with the aptitude to take care of clients’ needs in a professional and courteous manner with excellent in-person and phone etiquette.
- Ability to work autonomously on day-to-day matters, establishing own priorities while adhering to Firm operating policies and procedures.
- Demonstrated supervisory skills and ability to coach and develop others while creating a positive work environment for all team members while implementing client service strategies.
- Solid organizational skills with a strong sense of urgency and good judgment.
- Ability to problem solve, make decisions and work within tight deadlines.
- Strong attention to detail, and flexibility to accommodate and deliver frequent and unexpected last minute requests to meeting requirements in a professional and courteous manner.
- Familiarity with major equipment manufacturers (Crestron, Microsoft, Zoom, Poly, Logitech, Cisco, Shure, etc.).
- Knowledge of major UC platforms, including but not limited to - Microsoft Teams, Zoom (Desktop and meeting room experience) and Cisco WebEx.
- Smart Serve, Food Handling and/or First Aid and CPR certification are considered an asset.
- Ability to sit and stand for extended periods of time and to lift and transport heavy objects weighing up to 50 pounds.
- Proficiency in English &
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