Client Services Manager

**Job Posting: Client Services Manager**

**Job title: Client Services Manager**

**Reports to**:Director of Operations and Engagement

**Hours**

Monday to Friday 8: 00 am-4:00 pm

**Term**: Permanent Full Time

**Salary**

Pay Band 6 (Management & Senior Professional): $24.51 to $30.28 /hr.

**Job purpose**:
The Client Services Manager oversees client services department and staff to make sure there is a friendly, non-judgmental, safe place for those in need can receive an emergency hamper in a timely manner.

**Duties and responsibilities**

**Management & Supervision**:

- Create monthly schedules for the employees and participants
- Maintain staff by recruiting, interviewing, orienting, and training
- Supervise all areas of the Client Services staff, including new employees, volunteers, group members and their related duties/responsibilities
- Ensure effective training is provided to staff, work placements, and volunteers in Client Services
- Coordinate with other departments to ensure proper staffing levels each day by having the proper number of volunteers in client services
- Make sure all procedures are adhered to by staff and volunteers
- Update department manual as needed

**Customer Service**:

- Provide exceptional client service with a positive attitude to every client, on every occasion.
- Assist in resolving clients issues or problems

**Food Hampers**:

- Coordinate with outside agencies ensuring prompt and accurate hamper delivery
- Supervise and participate in the preparation and distribution of food hampers, maintain the daily hamper list to ensure nutrition requirements are met in food hampers
- Continuously strive to update and improve operations in client services to meet changing needs and demands. This includes streamlining hamper distribution, reducing client waiting times, improving registration procedures and improving the experience for the client

**Data Entry & Reporting**:

- Supervise and participate in food hamper registration, including entering client data into computer database and ensuring records are accurate and secure
- Compile monthly Client Services statistics and additional statistics as needed
- Oversee annual HungerCount survey and generate the required reports

**Other Duties**:

- Contribute to an inclusive environment in which clients, staff, and volunteers are treated with respect.
- Other duties as required to contribute to the mission of the Saskatoon Food Bank and Learning Centre

**Qualifications**:

- Post-secondary degree in Social Sciences or equivalent knowledge and experience
- At least three years’ experience at the management level in the charitable sector, or a demonstrated knowledge of working in the community within a management context.

**Competencies**:
**Teamwork**
- Highly developed leadership and interpersonal skills
- Cross-cultural awareness and understanding
- Thorough understanding of working with marginalized individuals, groups and communities
- Sound analytical, problem solving and decision-making skills impacting customers, staff and community partners.
- Ability to work in a collaborative, emergent and adaptive manner.

** Leadership**
- Excellent communication skills
- Excellent written, verbal, presentation and communications skills.
- Time management skills
- Advanced conflict resolution skills
- Strong ability to draw on various leadership styles and approaches to best serve the individual, organization, circumstance, or situation; ability to engage, motivate and inspire staff.
- Ability to lead change management.
- Ability to guide and support individuals and teams through high stress circumstances and to celebrate victories.
- Dedicated to building cohesive, collaborative teams.
- Committed to continuous learning; personal and professional growth for self and others
- Identify and orchestrate professional development opportunities, education and training for staff.

** Initiative**
- Identifying and dealing with a variety of issues pro-actively and persistently
- Seizing opportunities that arise to strengthen the organization and community.
- Ability to draw upon skills and experience to place “pieces of the puzzle” together to address complex issues and improve opportunities and outcomes
- Ability to see the big picture and envision the end result

**Engagement**
- Identifying, building, and maintaining innovative partnerships and initiatives
- Promoting the values, work and mission of the SFBLC in a wide variety of situations and contexts
- Enriching relationships with donors and sponsors, community-based agencies, volunteers, corporate, small business, schools, the faith community and the general public.

**Analytical Thinking**
- Understanding a situation by breaking it apart into smaller pieces or tracing the implications of a situation in a step-by-step way.
- Organizing the parts of a problem, situation, etc., in a systematic way
- Making systematic comparisons of different features or aspects
- Setting p