Manager, Client Intake Services


Competition Number: LAA-22-26

Job Type: Full-Time, Permanent

Location: Edmonton, Alberta

Posting: External

Competition Ends: May 24, 2022

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 leadership and communication skills especially in tough situations. You are well versed in contact center operations and have management experience within that environment. You bring with you experience of providing development and coaching to contact center staff so that we can deliver exceptional service. You bring with yourself experience of facilitating workshops and learning sessions. 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 Senior Manager, 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 Contact Center teams by coaching, mentoring and guiding 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 Objectives and Key Results as required
  • Handles and tracks client complaints in accordance with established procedures, LAA rules and administrative policies
  • Develops and maintains external stakeholders’ relations
  • 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
  • Approval of Timesheets and Expense Claims of direct reports
  • Participates on LAA committees or projects, and other duties as required


Education and Experience:

  • Post-secondary degree or diploma is preferred
  • 3 – 5 years experience working with diverse high needs clientele
  • 3 years of Contact Centre customer care experience
  • 3 years Experience in managing/supervising in small to mid-sized office environment
  • Management education is an asset

Knowledge and Skills:

  • Knowledge of civil law, family law, criminal justice system, tribunal processes and community service agencies/resources
  • Training or knowledge in dispute resolution and mediation as well as conflict management
  • General computer systems and programs relevant to call center environment
  • Excellent oral and written communication skills
  • Leadership skills with the ability to think strategically, exercise good judgment and motivate others
  • 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

What We Offer

Perks of working with us

  • Competitive wage
  • 8% RRSP employer contribution
  • Professional days (Paid time off)
  • Winter closure (Paid time off)
  • Vacation days
  • Health and dental benefits
  • Health and wellness accounts
  • Work life balance
  • Professional development
  • Educational opportunities
  • Employee assistance program
  • Work from home opportunities

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’ below to create a Candidate account.


  • This competition will remain open until May 24, 2022. Only those selected for an interview will be contacted
  • Successful candidate will be required to provide an acceptable criminal record check.

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