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.
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 - $103,076.00What We Offer: Perks of working with us - Competitive wage
- RRSP employer contribution
- Health and dental benefits
- Health and wellness accounts
- Employee assistance program
- Hybrid work opportunities
- Team environment
How to ApplyIf you got excited at the prospect of being a part of our team when you reviewed this posting and you meet the minimum qualifications, please select
'Apply Now' to create your candidate profile. This competition will remain open until
September 10, 2026. Only those selected for an interview will be contacted.
