LAA-26-57 - Temporary Client Services Manager (12 Months)

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. Fast-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
RRSP employer contribution
Health and dental benefits
Health and wellness accounts
Employee assistance program
Hybrid work opportunities
Team environment

How to Apply
If 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.