LAA-26-57 - Temporary Client Services Manager (12 Months)
Edmonton, AB, Canada

Job Description
Legal Aid Alberta is seeking to fill a Full-Time, Temporary (12 Months), Manager, Client Intake Services in our Edmonton office.This position will appeal to an individual that likes to take initiative, is client focused and is 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. Quick-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 Associate Director, Client Assessment Services, some of the key responsibilities include:

Leads and develops the team to ensure quality and consistence performance, stability and resource management

Supports day to day activities of the LIS team by coaching, mentoring and guiding the team through difficult calls and escalated situations, educating the team on processes, practices and job expectations

Manages performance expectations by having regular conversations, providing feedbacks and completing the annual Performance Excellence Planner as required

Handles and tracks client complaints in accordance with established procedures, LAA rules and administrative policies

Develops and maintains external stakeholders’ relations





Responsible to observe any gaps in NET/Appointing/CP activities/Gateway along with any additional channel of incoming work.

Responsible for assigning daily duties off the phone to employees

Ensures effective and consistent communication throughout the team, encourages feedback and client insight in order to enhance the client experience

Work collaboratively with HR and Senior Managers on all employee relations issues

Ensures proper recognition and tribute of staff

Oversight of facilities ensuring proper maintenance and improvements

Approval of Timesheets and Expense Claims of direct reports

Participates on LAA committees or projects, and other duties as required

Qualifications

Education and Experience:

Post-secondary degree or diploma in criminal justice, business management or a related field is preferred

3 – 5 years experience working in a contact centre environment

Experience managing/supervising in a small to mid-sized office environment is an asset

Knowledge and Skills:

Knowledge of civil law, family law, criminal justice system, tribunal processes and community service agencies/resources in an asset

Dispute resolution and mediation

Computer systems and programs

Knowledge of conflict management

Excellent oral and written communication skills

Leadership skills with the ability to think strategically, exercise good judgment and motivate others

Competency in problem-solving and conflict management

Strong Interpersonal, organizational and time management skills

Ability to work closely with lawyers and non-lawyers in a fast-paced environment

Ability to work both independently and within a team

Understanding of issues arising when dealing with persons from diverse cultures, persons from low-income or other disadvantaged groups and persons in distress

Annual Salary Range: $75,752.00 - $103,076.00

What We Offer: Perks of working with us

Competitive wage

Health anddentalbenefits

Health and wellness accounts

Employee assistance program

Hybrid work opportunities

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📌 -57 - Temporary Client Services Manager (12 Months) (Alberta)
🏢 Legal Aid
📍 Alberta