Job Description

Client Services & Administrative Manager

Company:

Big Hearts First Aid

Job Type:

Full-Time, Permanent

Location:

In-Person -- 3012 106 Street, Edmonton, AB

Company Overview

Big Hearts First Aid & Little Lungs First Aid is a Canadian-owned organization dedicated to delivering high-quality, hands-on first aid and safety education to communities, families, and workplaces across Western Canada. Our mission is simple:

to make life-saving skills accessible, engaging, and empowering for everyone.

We are growing and we're looking for a confident, people-first leader to join our team as a

Client Services & Administrative Manager

. This is the perfect role for someone who excels at operations, thrives in fast-paced environments, and genuinely enjoys creating a positive experience for both clients and staff.

Role Summary

This is a

hands-on leadership and operational management role

. You will supervise a small administrative team, manage the daily flow of the business, and ensure smooth coordination between clients, instructors, and internal staff.

You'll be the go-to person for scheduling, onboarding, problem-solving, and keeping our systems and workflows running efficiently. When pressure hits, you step in calmly and with clarity, always bringing warmth, professionalism, and a solutions-focused mindset.

Key ResponsibilitiesTeam Leadership & Support

Supervise, coach, and support a small team of administrative assistants and client service representatives. Lead daily check-ins, set priorities, assign tasks, and ensure follow-through. Maintain a positive, collaborative team culture built on accountability, communication, and mutual respect. Step in during peak times, staff absences, or urgent situations to ensure continuity of service. Support performance reviews and contribute to staffing decisions as needed.

Scheduling & Instructor Coordination

Manage the

master schedule

for all public and private training sessions across multiple cities. Confirm private training dates with B2B clients and ensure accurate course setup. Coordinate last-minute instructor changes, cancellations, or rescheduling with professionalism and urgency. Maintain accurate course listings and updates on platforms such as Wix/WordPress.

Client Services & Communication

Ensure all incoming client communications (calls, emails, website chats, text messages) are answered promptly and professionally. Support clients with bookings, invoicing questions, course requirements, and general inquiries. Handle escalated concerns with empathy, tact, and problem-solving. Maintain a consistent, high-quality client experience from initial inquiry to post-course follow-up.

Administrative & Financial Oversight

Generate and send invoices; process payments; follow up on overdue accounts. Perform private course audits to ensure all information is accurate and complete. Track sales, reconcile payments, and maintain up-to-date financial records. Collaborate with the bookkeeper on reporting, expenses, and reconciliation. Audit contractor and instructor invoices for accuracy.

Staff Onboarding & HR Support

Coordinate onboarding for new instructors, contractors, and administrative staff. Ensure completion of contracts, certifications, training modules, and documentation. Track instructor availability, credentials, and recertification timelines. Assist with timesheet review and payroll preparation in conjunction with HR tools or systems.

Systems, Tools & Process Improvement

Oversee daily use of internal systems including CRMs, scheduling tools (e.g., Agendrix), Square, calendars, and Google Workspace. Maintain, update, and enforce SOPs (Standard Operating Procedures) across all admin functions. Identify and implement improvements to workflows, automations, communication templates, and system integrations. Ensure Google Drive file organization is consistent, clear, and easy for the team to navigate.

Additional Responsibilities

Oversee inventory audits, ordering, and supply management for Edmonton and other cities. Assist with venue coordination, logistics, and facility management as needed. Support marketing tasks such as updating posters, flyers, and course information. Maintain a clean, organized workspace and contribute to the professional appearance of the training facility.

What We're Looking ForExperience & Education

3+ years in administrative, office management, client services, or operations leadership. Experience in education, healthcare, training, hospitality, or service-based business is an asset. High school diploma required; post-secondary education in business/administration is an asset.

Skills & Competencies

Strong leadership and team management abilities. Excellent communication skills written, verbal, and client-facing. Highly organized with strong multitasking and prioritization abilities. Tech-savvy and comfortable with cloud-based systems (Google Workspace, CRMs, scheduling tools, invoicing platforms like Square/QuickBooks). Calm under pressure; solutions-oriented and adaptable. Able to handle sensitive information with discretion and professionalism. Strong attention to detail, especially with scheduling, invoicing, and client data.

Work Expectations

Full-time, in-person position. Occasional evening or weekend work required as needed Must be comfortable working in a fast-paced, people-centered environment.

Benefits

Extended health care Dental care Supportive, collaborative, people-first team environment Ongoing professional development opportunities Career growth potential into operations leadership roles

If You're Someone Who...

Loves supporting people and solving problems Enjoys improving systems and making processes smoother Thrives in a role where no two days are the same Takes pride in delivering an exceptional client experience Wants to grow with a mission-driven, community-focused organization
...then we'd love to hear from you!

Job Types: Full-time, Permanent

Pay: $70,000.00 per year

Benefits:

Dental care On-site parking Paid time off
Work Location: In person