Supervisor, Client Care

**Position Overview**

Reporting to the Manager of Client Care, the Client Care Supervisor will assist the department with it’s Front Desk and Referrals operations. Duties include, but are not limited to, ensuring 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.

Larga Baffin is a fast paced and stressful environment as we accommodate a high volume of clients

**Key Responsibilities**

Supervision of Staff
- Communicates expectations of roles and ensures that delivery of quality service is top of mind for everyone.
- Assists in maintaining accountability among staff to deliver quality customer service by ensuring they adhere to customer service standards and departmental practices and procedures.
- Assists the Manager with the execution and monitoring of training and development activities for the Front Desk team ensuring staff are fully trained in their roles.
- Provides support and input to the Manger on performance management issues and activities.
- Assists in the management of escalated staff issues or concerns i.e. absenteeism, punctuality, discipline, etc.
- Ensures staff are following Larga Baffin’s Health & Safety standards and security protocols and procedures.
- Maintains open lines of communication with all employees to facilitate both positive and constructive feedback on performance.
- Reviews electronic time sheets for all department staff to ensure accuracy.

Front Desk Operations
- Responds to client needs and queries by demonstrating a personal commitment to client service.
- Assists the Manager with creating and implementing Larga’s customer service standards within the department; provides suggestions to the Manger for improving procedures and/or protocols.
- Ensures check-in and check-outs are processed properly and that all arriving and departing clients are served in a timely manner with courtesy.
- Works closely with other departments (Facilities & Transportation, Food Services etc.) to ensure client care staff are following established cross-department workflows.
- Acts as an escalated point of contact for client complaints and/or issues; facilitates protocols for issuing warnings and ejections.
- Advises the Manager of any security issues; provides suggestions or input on security protocols or procedures as necessary.
- Assists Referrals with queries or issues; ensures proper protocols for collecting necessary documentation and travel arrangements are being followed.
- Be trained in Referrals and act as a back-up in referrals as needed.
- Assists front desk staff with issues or queries from external partners i.e. OHSNI, Government of Nunavut (Medical Travel), Hospitals, etc.; works to ensure communication between external partners and Larga Baffin is effective and clear.
- Assists the Manager in working with local partner hotels to secure accommodations for clients during peak periods.
- Monitors the accuracy, completion and necessary follow-up of daily log activities; completes follow-up activities as necessary.
- Assists in developing the schedule for Front Desk and Referral staff.
- Acts as a back-up 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**
- 5-7 years experience in a customer service position with at least 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 process’s, 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 confidently perform their roles.
- 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 kn