Client Services Manager
- Toronto, ON, Canada
Full-time
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Job details
- Job type
- Full-time
- Apply by
- Posting language
- English
- Posted
Original job description
Company Description Central Toronto Youth Services (CTYS) is a community-based, accredited Children’s Mental Health Centre that focuses on supporting many of Toronto’s most vulnerable youth. The organization provides a range of mental health services designed to foster resilience, well-being, and positive outcomes for young people. CTYS works collaboratively with community partners to ensure accessible, evidence-informed support. Team members are part of a mission-driven environment that values inclusion, advocacy, and client-centered care.
Role Description The Client Services Manager is a full-time, hybrid role based in Toronto, ON, with a combination of on-site and work-from-home responsibilities. This position oversees the delivery of client services, ensuring that youth and families receive high-quality, timely, and coordinated support. Day-to-day tasks include supervising front-line staff, monitoring service quality and client satisfaction, managing caseload allocation, and resolving service-related issues and escalations. The role involves analyzing service data and feedback to improve programs, collaborating with clinical and administrative teams, and supporting the implementation of policies and best practices. The Client Services Manager also participates in community outreach, contributes to strategic planning, and promotes a respectful, inclusive environment for clients and staff.
Qualifications
Role Description The Client Services Manager is a full-time, hybrid role based in Toronto, ON, with a combination of on-site and work-from-home responsibilities. This position oversees the delivery of client services, ensuring that youth and families receive high-quality, timely, and coordinated support. Day-to-day tasks include supervising front-line staff, monitoring service quality and client satisfaction, managing caseload allocation, and resolving service-related issues and escalations. The role involves analyzing service data and feedback to improve programs, collaborating with clinical and administrative teams, and supporting the implementation of policies and best practices. The Client Services Manager also participates in community outreach, contributes to strategic planning, and promotes a respectful, inclusive environment for clients and staff.
Qualifications
- Demonstrated expertise in Client Services and Customer Service, with a strong focus on youth- and family-centered support.
- Proven ability to drive Customer Satisfaction through responsive service, issue resolution, and continuous improvement.
- Strong Communication skills, including clear verbal and written communication and the ability to build trust with diverse stakeholders.
- Advanced Analytical Skills to interpret service data, identify trends, and recommend practical solutions.
- Experience in mental health, social services, or community-based programs working with youth or vulnerable populations.
- Leadership experience supervising staff, coordinating workflows, and fostering a collaborative team culture.
- Post-secondary education in social work, psychology, counseling, or a related human services field, or equivalent combination of education and experience.
- Ability to work effectively in a hybrid environment, manage competing priorities, and maintain confidentiality and ethical practice.
More about this job
Responsibilities
Oversee client service delivery by supervising front-line staff, allocating caseloads, monitoring service quality and satisfaction, and resolving service issues. Analyze service data and feedback to improve programs, collaborate across teams, support policies and best practices, and contribute to outreach and strategic planning.
Requirements
Requires experience in client services and customer satisfaction, strong communication and analytical skills, and leadership experience supervising staff and coordinating workflows. Candidates should have experience in mental health, social services, or community programs serving youth or vulnerable populations, plus post-secondary education in a related human services field or equivalent experience.
Skills
- Client Services
- Customer Service
- Youth- and Family-Centered Support
- Customer Satisfaction
- Issue Resolution
- Communication
- Stakeholder Relationship Building
- Analytical Skills
- Service Data Analysis
- Staff Supervision
- Workflow Coordination
- Service Quality Monitoring
- Caseload Allocation
- Continuous Improvement
- Community Outreach
- Confidentiality and Ethical Practice
Visa sponsorship
Not detected in the job text
Categories
- Social Services
- Healthcare
- Management & Leadership
- Customer Service & Support
Keywords
- Client Services
- Customer Service
- Youth Mental Health
- Family-Centered Support
- Mental Health Care
- Social Services
- Community-Based Programs
- Client Satisfaction
- Service Quality
- Caseload Allocation
- Issue Resolution
- Service Data Analysis
- Continuous Improvement
- Staff Supervision
- Workflow Coordination
- Community Outreach
- Strategic Planning
- Evidence-Informed Support
- Client-Centered Care
- Confidentiality
- Ethical Practice
- Hybrid Work