Manager of Client Services - London, Canada - London and Middlesex Community Housing

London and Middlesex Community Housing

Verified Company

London, Canada

3 weeks ago

Posted by:

Sophia Lee

beBee Recruiter

Description

JOB TITLE
:
Manager of Client Services

REPORTS TO
:
Senior Manager, Property Services

COMPETITION NUMBER
:

Salary Range
:
$70, $98,962.65 per annum

Hiring range
:
$70, $87,308.87 per annum

POSTING DATE
:
April 12th, 2024

CLOSING Date
:
April 26th, 2024

THIS IS A FULL-TIME PERMANENT NON-BARGAINING UNIT POSITION.
LMCH is looking for someone with a passion for improving organization-wide service delivery.

Do you want to use your skills and experiences to have a positive impact on the lives of our residents and in the communities we serve? We are searching for a collaborative and strategic leader who enjoys working in a dynamic and complex environment.

Who We Are:
London & Middlesex Community Housing (LMCH) provides 3,282 housing units across 32 properties to more than 5,000 people.

Those who call LMCH home are a diverse cross-section of individuals including families, seniors, adults, and new Canadians, all of whom are living with limited income.

At LMCH, we believe that housing is the foundation of a better tomorrow.

Mission:

To provide clean, safe and well-maintained homes, to meet the needs of the people we serve in our communities.

Vision:
To build inclusive communities where safe, affordable, and accessible housing is the foundation for positive change.

Ontario Municipal Employees Retirement System (OMERS) Pension
Group benefits, including health and dental, for fulltime employees
Employee, Dependent and Optional Life Insurance
Employee and Family Assistance Program
Wellness, & Wellbeing Program

LMCH Values:

To
Collaborate

To be
Accountable

To be
Responsive

To promote
Equity
- _

1. OVERVIEW

Reporting to the Senior Manager, Property Services, the Manager of Client Services will model and champion LMCH's dedication to providing excellent customer service.

Lead walkin service delivery providing required supports and service including, but not limited to, general inquiries, rent payments, supporting annual reviews, and similar tenant inquiries.
Lead the team that manages the receipt and assignment of all maintenance service requests.
Manage, monitor, and report on all service requests from receipt through closure ensuring service standards are achieved.
Take the lead on service improvement initiatives.
Review and revise procedures and protocols to promote service consistency and accountability.
Identify training opportunities for staff that promote a service culture.
Lead, coach, and motivate to achieve customer service goals.
Take the lead on the design and implementation of new programs and services.

2.

DUTIES & RESPONSIBILITIES:

Build and maintain an effective team of multidisciplinary customer service representatives spanning all organizational departments, focusing on the seamless delivery of LMCH Mission and Values.
Lead, coach, and motivate the team to achieve customer service goals at the department level.
Build partnerships and liaise with team leaders to determine the company's services, delivery criteria, and solutions for issues that may arise.
Take ownership of critical incidents, coordinating with resolution parties, and establishing effective communication between stakeholders for postincident reviews.
Ensure that systems, procedures, and methodologies are in place to support outstanding service delivery; take accountability for service delivery performance, meeting customer expectations, and driving future demand.
Develop a deep understanding of projects to gain insights into the scope of service delivery.
Address customer complaints and concerns that have been escalated in a timely and professional manner.
Ensure that customer service metrics are maintained and provide coaching to employees to improve metrics.
Represent the customer service department at departmental meetings.
Create a safe environment for the discussion and resolution of valuesrelated issues and concerns.
Celebrate successes and foster an atmosphere of success.
Responsible for hiring, firing, and discipline of assigned staff.
Develop strategic performance metrics and targets that are consistent with LMCH's goals.
Evaluate employee performance and provide feedback, coaching, and formal evaluations.
Provide leadership for employee relations through effective communications, coaching, training, and development.
Maintain shift schedules to ensure sufficient employee coverage.
Participate in departmental planning activities.
Plan the department's workload and flow.
Conduct monthly reporting.
Participate in interdepartmental management meetings and contribute to improvements in emergency preparedness and planning as well as effective implementation of the emergency response plan.
Other duties as assigned.