We are looking for an exceptional people leader to join our IT department as Manager, Client Experience in any of our offices. This role is not about fixing computers, it is about fixing the experience. The ideal candidate radiates warmth, empathy, and genuine enthusiasm for helping people.
Requirements
- Champion a client-first philosophy across every touchpoint, from the first ‘hello’ on a call to the final follow-up confirming a resolved issue.
- Set and uphold an unwavering standard of courtesy, patience, and professionalism in all team interactions with the Firm members.
- Lead a team of IT professionals, inspiring them to bring energy, positivity, and genuine care to every client interaction.
- Conduct regular one-on-ones focused not only on performance metrics but on each team member’s growth as a communicator and client advocate.
- Design and deliver coaching sessions, role-plays, and workshops built around real interactions to continuously raise the team’s client service skills.
- Recognize and celebrate team members who exemplify outstanding client experience, reinforcing the behaviours and attitudes you want to see every day.
- Identify individuals who need additional support with communication or interpersonal skills and provide thoughtful, constructive coaching to help them grow.
- Create a team environment where every member feels valued, heard, and genuinely excited to come to work and serve the firm.
- Establish team norms and shared language around what outstanding client service looks and sounds like in a legal environment.
- Build psychological safety within the team so members feel comfortable sharing challenges, asking for help, and learning from mistakes.
- Take part in recruiting, onboarding, and mentoring new team members with an emphasis on attitude, empathy, and communication potential above all else.
- Support succession planning by identifying team members with the passion and aptitude to grow into client experience leadership roles.
- Build genuine, trusted relationships with lawyers, partners, paralegals, and business services members across the Firm.
- Communicate proactively about service disruptions, expected wait times, and issue resolution, always with transparency and care.
- Act as a visible, approachable ambassador for IT, helping shift the perception of the help desk from a transactional function to a valued partner in the firm’s day-to-day success.
- Track and analyse client satisfaction data, call quality, and feedback themes to identify patterns and drive meaningful improvements.
- Develop and refine service scripts, communication templates, and escalation protocols that reflect the warm, professional standard you are building.
- Partner with IT leadership to ensure that client experience considerations are embedded in every new service initiative, system rollout, and policy change.
- Report regularly to IT leadership on team morale, client satisfaction trends, and the outcomes of coaching and development initiatives.
Benefits
- Comprehensive Benefits package that includes Health, Dental and Vision Care, Employee Assistance Program, Life Insurance, Short Term and Long Term Disability Insurance, 3+ Weeks’ Vacation and 10 Personal Days
- Diverse and Inclusive Workplace
- Flexible working options
- Maternity Leave Top-up
- Firm matching Group Retirement Savings plan
- Individual TFSA with low fund management fees and competitive investment options
- Employee Assistance Program to support you and your family
- Wellness spending account to foster employee well-being
- Professional Development opportunities
- Employee appreciation events
- Charitable giving programs
