Client Services Manager

5 months ago

Oakville, Canada Lions Foundation of Canada Dog Guides Full time

_**Are you PAWS-itively passionate about providing exceptional customer service? Does leading a team who deliver on that objective inspire you? Does a job that makes a difference sound PAWsome? Then our new Client Services Manager role could be for you**_

**At Lions Foundation Canada Dog Guides (LFCDG) we help people with medical or physical disabilities lead independent lives by providing them with a Dog Guide at no cost. Our school is unique in offering 7 different programs serving between 150-200 new clients annually and supporting over 1,100 active clients. The school operates out of our central location in Oakville, ON, with a breeding and training facility in Breslau, ON. This job is based in Oakville.**

**The Opportunity**:
As Client Services Manager, you will be responsible for ensuring that all of our applicants and clients experience the highest quality journey possible. The Client Services Manager will lead a team of Client Services Representatives in addressing the diverse and complex needs of each of our clients. This role will require strong leadership, analysis, and collaboration with multiple departments - in particular, our Instructors.

**Key Areas of Responsibility**:

- Oversee and supervise Client Services team members
- Continually evaluate and improve processes impacting client experience and standards of care
- Manage client requests and concerns and inquiries through various communication channels in a prompt and professional manner
- Provide oversight of all client services including investigating and solving problems, and adhering to customer service standards
- Monitoring and measuring results of customer service programs and activities as related to strategic outcomes
- Assist in the development and implementation of client /dog training class programs and schedules
- Compliance with sector accreditation
- Build and maintain strong working relationships across teams to build organizational cohesiveness
- Ensure all client files are up to date at all times
- Provide direction to Client Services team to cultivate and maintain relationships with government entities, health care providers and community organizations that may offer complimentary support to our clients

**You will bring to the opportunity**:

- Degree/Diploma in Social Services, Business Administration or other relevant discipline
- Demonstrated experience leading, inspiring and managing a team
- 5+ years’ experience in client/customer service, preferably in a not-for-profit organization
- Previous experience in working with people with physical or medical disabilities
- Demonstrated planning, evaluation and project management experience
- Knowledge of service delivery programs and practices is required
- Understanding of accessibility legislation or willingness to learn
- Excellent written and verbal communication skills
- Superior interpersonal, networking and strategic relationship-building skills to influence and develop constructive working relationships with a wide range of persons
- Excellent organizational, planning and time management skills, including handling multiple, concurrent and diverse tasks
- High degree of professionalism and integrity
- Demonstrated ability to think and plan strategically
- Ability to use discretion, empathy, judgment and tact in handling sensitive/confidential information/situations
- Technical literacy in Zoom, MS Office, SharePoint, CRM (Salesforce) and various internet research tools
- Bilingualism is considered an asset (Clear and concise oral and written communication skills in both English and French)

**Salary**: $50,000.00-$60,000.00 per year

**Benefits**:

- Dental care
- Disability insurance
- Employee assistance program
- Extended health care
- On-site parking
- Paid time off

Schedule:

- Monday to Friday

Ability to Commute:

- Oakville, ON L6K 0G6 (required)

Ability to Relocate:

- Oakville, ON L6K 0G6: Relocate before starting work (required)

Work Location: In person

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