PURPOSE STATEMENT
The Client Experience Coordinator is the first point of contact for clients, employers, partners and visitors. The role manages access, inquiries, registration, appointment coordination and service navigation so that each person receives timely, accurate information and reaches the appropriate service pathway without being passed from door to door.
Success is measured through responsive service, accurate records, timely appointments and referrals, effective follow-up, smooth front-of-house operations and a welcoming, accessible client experience across in-person, telephone and digital channels.
OUR PURPOSE
· To make skills, education and employment accessible to every person, so they can create their own world of unbounded possibilities.
BUSYOLOGY
At the heart of BUSYology is a commitment to fostering a culture of continuous learning, development, investment and celebration.
Where our company culture thrives on the dynamic energy of a bustling environment. We believe in harnessing the power of BUSYness to fuel collaboration, innovation and impact. Our workplace is not just busy - it's a vibrant ecosystem where everyone’s contributions are valued and each moment is an opportunity for growth.
OUR GUIDING PRINCIPLES
· See and listen to everyone in ways that inspire self-worth and courageous action.
· Keep exploring and expanding what is possible for our clients.
· Connect and collaborate to go further than you can on your own.
· When the decision is challenging, go for the greater good.
· Be brilliant. Give yourself and others permission to excel proudly in service of our purpose.
REPORTING
This position reports to the Team Lead.
KEY RESPONSIBILITIES
· Serve as the first point of contact for clients, employers, community partners and visitors in person, by telephone, by email and through approved digital channels.
· Provide clear and accurate information about available employment services, eligibility, appointments, job-search resources and community supports.
· Register and onboard new clients, collect required information and consent, and ensure records are complete before referral to the appropriate team member.
· Complete initial screening and service navigation activities within the boundaries of the role, including support for the Common Assessment Tool where assigned and trained.
· Schedule and coordinate client appointments, manage calendars and support an efficient flow of clients through the service.
· Monitor attendance, follow up missed appointments and conduct appropriate re-engagement activity in accordance with service standards.
· Direct clients to Employment Counsellors, Job Developers, Specialist Employment Staff or external community services according to identified need and program procedures.
· Respond promptly and professionally to inquiries, concerns and routine complaints, escalating matters that require clinical, case-management or supervisory judgement.
· Maintain a calm, welcoming and accessible reception environment, including support for clients who may be distressed, unfamiliar with services or experiencing communication barriers.
· Document inquiries, registrations, appointments, referrals, attendance and follow-up accurately and promptly in required systems.
· Track referral sources and service-access patterns and alert the Team Lead to recurring barriers, demand pressures or gaps in the client experience.
· Support team communications, workshops, outreach activity and routine administrative requirements that keep frontline services operating effectively.
· Protect client privacy and follow organizational requirements for accessibility, information security, health and safety and records management.
KNOWLEDGE SKILLS AND EXPERIENCE
· Strong customer-service and interpersonal skills, with a professional, welcoming and composed manner.
· Ability to manage simultaneous in-person, telephone, email and system demands in a busy environment.
· Strong organization, prioritization, attention to detail and follow-through.
· Ability to communicate clearly with people from diverse backgrounds and with different accessibility or communication needs.
· Good judgement about what can be resolved directly and what must be referred or escalated.
· Accurate data-entry and documentation skills.
· Confidence learning and using multiple databases, scheduling tools and Microsoft 365 applications.
· Commitment to accessible, culturally responsive, trauma-informed and person-centred service.
QUALIFICATIONS
· Post-secondary education in office administration, customer service, social services or a related field is an asset; equivalent relevant experience will be considered.
· At least two years of experience in reception, customer service, administration, call-centre or another high-volume client-facing environment.
· Experience in employment services, community services or a publicly funded program is an asset.
· Knowledge of local employment and community resources is an asset.
· Bilingual English and French capability is an asset for designated locations.
· Satisfactory criminal record check, where required for the position.
EMPLOYMENT CONDITIONS
This is an anticipated opportunity associated with a prospective Integrated Employment Services contract and is conditional upon contract award, organizational approval and completion of required pre-employment checks. Duties, reporting relationships and work location may be adjusted to meet final program requirements.
The BUSY Group Canada is committed to inclusive employment practices. Accommodation is available throughout the recruitment process and during employment in accordance with the Ontario Human Rights Code and the Accessibility for Ontarians with Disabilities Act. Applicants may request accommodation at any stage.
