The Ottawa Paw Pantry is recruiting for a Client Relations Manager to provide excellent service and to promote this idea throughout the organization.

This volunteer team member will act as the leader of the Client Relations team, overseeing a number of volunteers working as client relations coordinators. This role is critical to the success of the organization and will work closely with the Client Relations Manager, Logistics Manager, and Managing Partners. The Client Relations team is often the first point of contact for new clients and contributes to the overall efficiency of the organization in a respectful manner, while increasing client satisfaction.

This individual will also sit on the Leadership Committee which meets approximately once every 6 weeks.

Time Commitment

The time commitment varies based on the time of the client cycle. This role will be busier leading into the final two weeks of each month, and averages approximately 4-6 hours a week.

Responsibilities

    • Oversee a team of Client Relations Coordinators and Client Intake Coordinator and provide assistance as needed
    • Maintain contact with client coordinators to ensure clients are contacted on a monthly basis.
    • Manage the client request sheet with the aid of team members
    • Act as the primary point of contact between client coordinators and community partners
    • Keep accurate records of actions and discussions with clients and community partners
    • Aid in the recruitment process to develop new Client Relations Volunteers and nurture an environment where they can excel, with the help of the Volunteer Manager
    • Take ownership of arising conflict and follow problems through to resolution
    • Ensure team volunteers have completed the required training or checks (i.e. Police Record Check)
    • Control resources and maintain regular communication with the Logistics Manager
    • Uphold a high standard of respect for applicants, volunteers, and Community Partners by all Ottawa Paw Pantry Volunteers
    • Continue to improve the client experience by reviewing, creating, and refining policies and procedures

Requirements

    • Ability to think strategically and to lead
    • Build and effectively manage interpersonal relationships at all levels of the organization
    • Exceptional tact and diplomacy, ability to assess and make decisions on the spot
    • Advanced troubleshooting and multi-tasking skills
    • Experience in providing customer service support
    • Strong client-facing and communication skills
    • Proven experience as a customer service manager a very strong asset
    • Working knowledge of Google Docs preferred

Email volunteer@ottawapawpantry.ca with the position as the subject line, and tell us why you’d make a great Client Relations Manager.