Job Description

Title: Client Service Manager

Employee Working Location: Office/In-person (British Columbia, Canada)

Employment status: Permanent full time

Salary band: $$56,896 - $71,232/year

The Canadian Red Cross (CRC) \xe2\x80\x93 one of the most inspirational not-for-profit organizations on this planet and an awardee on the Forbes list of Canada\xe2\x80\x99s Best Employers 2022 - is seeking a Client Service Manager to join our team.

We are guided by our Fundamental Principles of humanity, impartiality, neutrality, independence, voluntary service, unity, and universality. We help people and communities in Canada and around the world in times of need and support them in strengthening their resilience.

Starting with the hiring process, we are committed to having an accessible, diverse, inclusive, and barrier-free work environment where everyone can reach their full potential. We encourage all qualified persons who share our values and want to contribute to fostering an inclusive and diverse workplace to apply

The incumbent will provide leadership to a large, geographically dispersed team of HELP Client Services staff (direct and indirect) and volunteers. The incumbent will ensure HELP volunteers receive appropriate support, supervision and recognition.

In this role, you will:

• Develops operating plans and provides direction to enable HELP Client Services team to achieve objectives
• Recruits, trains, mentors, supervises and supports Client Services personnel in accordance with Society standards and procedures.
• Implements and, where necessary designs and develops processes, procedures and tools for effective and high quality service.
• Establishes and monitors Client Services performance indicators and takes corrective action where needed. These include operational indicators as well as staff performance planning and review.
• Prepares monitors and manages Client Services budget to meet program financial targets in revenue (eg. Donation income) and expenses.
• Coordinates volunteer recognition activities, ensuring HELP volunteers are nominated for both internal and external awards.
• Ensures database management processes that capture correct client information are being adhered to.
• Liaises with Provincial HELP leads and provincial HELP teams to ensure client needs are met in a timely manner.
• Develops and implements processes for gathering and responding to client and stakeholder feedback, including complaints.
• Establishes and maintains strategic relationships with key provincial client groups such as health professional associations.

What we are looking for:

• Completion of a 3-year post-secondary degree in Business Administration or related field.
• Minimum of 4 years of job-related work experience, or an equivalent combination of education and experience.
• Experience working in health programs, preferably in the area of health equipment
• Experience leading teams of employees and volunteers in a wide geography
• Experience managing at an intermediate level, including human resources, budget preparation, performance measurement and program implementation
• Experience in volunteer management
• Fluency in English is required, French is an asset.
• Valid class 5 drivers license.

Working conditions:

• Frequent travel within Western Canada, and occasionally the rest of Canada, is required
• Ability to be available during times of disaster
• Ability to work flexible hours
• Eligibility to work in Canada: At this time, we welcome applications from candidates eligible to work in Canada. If you are not a citizen or permanent resident of Canada, we encourage you to carefully review your visa to find out whether you are eligible to work in the job you are considering applying for. Refer to our

for more information. * If you are selected for this role, you will be required to complete a successful pre-employment screening process which includes a satisfactory Enhanced Police Information Check (E-PIC

• Full vaccination against COVID-19 is mandatory for this position and operation (the CRC will however adhere to its duty to accommodate those who are unable to be fully vaccinated for a reason related to a human right protected ground).

Qualified applicants are encouraged to apply as soon as possible - those who apply after the selection process has started may be held for a second review if needed OR reviewed for alternative roles. We appreciate the time and effort it takes to apply and thank you in advance.

If you require accommodation measures during any phase of the hiring process, please notify us as soon as possible. All information received in relation to accommodation requests will be kept confidential.

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Canadian Red Cross