Leg Assembly - BAND 3 - Client Care Service Manager

Client Care Service Manager
Competition: LA252609
Department: Client Services
Position Type: Regular FullTime
Salary Range: $100473.08 $125591.35 per annum. Placement within the range is typically between the minimum and midpoint and based on qualifications and experience subject matter expertise and internal equity with consideration for how the candidate is developing meets or exceeds the roles requirements.
Close Date: Wednesday April 23 2025 at 12:00pm (noon) PDT

POSITION SUMMARY

Employees of the Legislative Assembly of British Columbia (Assembly) provide professional nonpartisan services to support the democratic institution of Parliament and its members through procedural advice administrative support and information services. The Assembly is an autonomous employer separate from the administrative framework of B.C. government ministries and agencies.

The Client Services department is seeking a strategic changemaker relationshipfocused and problemsolving individual for the regular fulltime position of Client Care Service Manager.

Reporting to the Director of Client Services the Client Care Service Manager (Manager) leads the design and continuous improvement of a bestinclass service delivery model for the Legislative Assembly business areas and their clients. This role focuses on building strong trusted relationships with clients and administrative partners to optimize the client experience. The Manager plays a key role in identifying service opportunities and efficiencies driving valueadded change and engagement and streamlining processes tools and resources to create a seamless client experience from onboarding to offboarding. Leading the Client Care Team and call centre the Manager also oversees daily operations service standards and policy implementation while serving as the first point of escalation for complex issues. The Manager proactively informs senior leadership through datadriven reporting issue escalation and strategic recommendations to improve client service expectations that align with strategic organizational goals.

QUALIFICATIONS

Applicants must be/have:

• Postsecondary degree or diploma in business administration IT public administration communications leadership hospitality or a related program plus at least five years of experience* in client service or client experience management or an equivalent combination of education and experience. *Relevant experience may include:
  • Identifying and leading change initiatives including delivery of engagement communications and training.
  • Applying service design methods or approaches to build service models or improve service delivery and client experience.
  • Developing and delivering service standards analytics dashboards or reports and executive presentations.
  • Experience in account and contract management and financial resources.
• A minimum of three years of experience leading crossfunctional projects or services and building trusted and collaborative relationships to deliver strategic and operational priorities.
• A minimum of three years of experience managing motivating coaching and mentoring staff.

Preference may be given to candidates with experience including:

• Conflict management or deescalation.
• Applying IT service management and change management methodologies and principles.
• Working in a parliamentary or public sector environment.

Please refer to the job description for a full list of duties and qualifications.

WHAT WE OFFER

• Career development We support continuing education by providing innovative inclusive and diverse learning opportunities for growth skill development and career advancement.
• Community engagement and recognition We value teamwork collaboration and connection. Employees have the opportunity to interact and engage through projects committees working groups and events. Together we celebrate and acknowledge each others outstanding achievements and contributions.
• Extended health benefits We provide eligible employees with a competitive benefits package which includes extended health and dental basic life insurance an optional family funeral benefit plan optional life insurance optional accidental death and dismemberment travel medical insurance sick leave and longterm disability benefits.
• Flexible work options We have a collaborative and teamoriented culture where onsite presence is required for all positions. Flexible work arrangements including modified work weeks (flex days) and hybrid work schedules (onsite/remote) are offered and subject to operational requirements which may not be available for all positions.
• Health and wellness We promote employee health and wellness by providing access to an employee assistance program an inhouse fitness room secure bike storage and a reducedcost bus pass through the BC Transit ProPASS program. We also offer an infant and family wellness room a meditation room and a sustainable commuting and active living program that provides reimbursement for fitness and wellness activities.
• Location location location We provide employment in an architectural landmark the Parliament Buildings which overlooks Victorias Inner Harbour on the edge of the downtown core close to shops restaurants cafes and parks.
• Retirement benefits We offer a generous pension plan with the Public Service Pension Plan where contributions are made by both the employee and Legislative Assembly. This pension plan provides employees with a lifetime monthly pension when they retire.
• Vacationbenefits We offer four weeks of annual vacation time to start or 8 percent vacation pay.

For more information about our organization go to REQUIREMENTS

Please submit cover letter and rsum through our job board portalby 12:00pm (noon) PDT on Wednesday April 23 2025. For questions please email

Note:

The Legislative Assembly of British Columbia is an equal opportunity employer committed to establishing an inclusive equitable and accessible environment for all. All qualified applicants will receive consideration for employment without regard to race national origin age religion disability sexual orientation gender identity or expression marital status or any other basis protected by applicable law. We encourage applications from members of communities that are disadvantaged on any grounds under the B.C. Human Rights Code including Indigenous Peoples people of colour people of all genders and sexualities and people with disabilities.

We are committed to ensuring that reasonable accommodations are made available to persons with disabilities during the recruitment assessment and selection processes. Applicants requiring reasonable accommodation at any point in the application or interview process please contact .

The Legislative Assembly Administration is a nonpartisan workforce where political neutrality and impartiality is paramount. Employees must perform their duties in a nonpartisan manner and manage their private affairs in a way that does not compromise or raise doubt about their ability to perform their job duties in a neutral and impartial way.

We would like to thank everyone in advance for applying as only those shortlisted will be contacted. An eligibility list may be established and/or auxiliary positions may be considered for future conversion to regular status. Lesser qualified applicants may be underimplemented or appointed at a lower classification. A Criminal Record Check (CRC) will be required as a condition of employment.

All positions at the Legislative Assembly require applicants to be at least 16 years old and eligible to work in Canada.

The Legislative Assembly of BritishColumbiavalues diversity and is an equal opportunity employer.

Human Resources
Legislative Assembly of British Columbia
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