Client Care Manager

Job Description

Competition: LA242555 Position Type: Regular Full-Time Competition Close Date: Wednesday, February 26, 2025 at 12:00pm (noon) PST Salary Range: $98,503.02 - $123,128.78 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 role’s requirements. Job Summary Employees of the Legislative Assembly of British Columbia (Assembly) provide professional non-partisan 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, relationship-focused and problem-solving individual for the regular full-time position of Client Care Manager. Reporting to the Director of Client Services, the Client Care Manager is responsible for developing and implementing a best-in-class client service and communications framework across the organization’s client base. This role focuses on building strong, trusted relationships with clients and administrative partners to enhance engagement, identify value-added service opportunities, and drive alignment with strategic organizational goals. The Manager plays a key role in optimizing service design and delivery by streamlining processes, tools, and resources to create a seamless client experience. Leading the Client Care Team and call centre, the Manager 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 data-driven reporting, issue escalation, and strategic recommendations to improve employee engagement and exceed client service expectations. Qualifications Applicants must be/have: Post-secondary degree or diploma in business administration, IT, leadership, hospitality or a related program, plus at least five years of experience in client service or experience management, or an equivalent combination of education and experience. A minimum of three years of experience managing, motivating, coaching and mentoring staff. A minimum of three years of experience leading cross-functional projects or services and building trusted and collaborative relationships to deliver strategic and operational priorities. Experience developing and delivering service standards, analytics, dashboards or reports, and executive presentations. Experience developing and leading change initiatives including delivery of communications and training plans. Experience in managing contracts and financial resources. Preference may be given to candidates with the following: Applying service design methods or approaches to build service models or improve service delivery. 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 other's 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 long-term disability benefits. Flexible work options – We have a collaborative and team-oriented 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 in-house fitness room, secure bike storage and a reduced-cost 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 Victoria's 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. Vacation benefits – We offer four weeks of annual vacation time to start, or 8 percent vacation pay. For more information about our organization, go to . 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 non-partisan workforce where political neutrality and impartiality is paramount. Employees must perform their duties in a non-partisan 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 under-implemented or appointed at a lower classification. A Criminal Record Check (CRC) will be required as a condition of employment. The Legislative Assembly of British Columbia values diversity and is an equal opportunity employer. Human Resources Legislative Assembly of British Columbia E-mail: | Telephone: 250-387-5532 | Web: For inquiries please visit our FAQ page or contact us . #J-18808-Ljbffr