Client / Client Service Delivery
Assists the Manager and team members in the effective delivery of timely, accurate and comprehensive service to Law Society constituents relating to department processes. Specifically:
provides initial response and analysis related to complaints (walk ins, warm call transfers, written complaints) and initiates the opening of complaints files, including gathering information on previous and current licensee complaints and assessing the need for additional information;
makes preliminary determinations regarding the disposition of complaints, including jurisdictional issues, exercising judgment and organizational awareness in order to recognize and escalate potentially volatile or urgent complaints;
collaborates with other CSC and Law Society staff in order to exchange and verify information, as well as to improve work processes and procedures;
responds to complaints and inquiries that are not within the jurisdiction of the Law Society, explaining the reasons that the concerns cannot be addressed by the Law Society and works with the complainant and the licensee to resolve some types of complaints;
assists the Assistant Manager in conducting a first level review of good character issues for applicants;
reviews and approves applications required under the Law Society’s by-laws including those relating to multi-discipline partnerships, affiliations, and licensing, as well as practise permit processes such as Foreign Legal Consultants and occasional & temporary mobility;
identifies issues and forwards ideas to the Assistant Managers in support of any policy development or process changes needed to enhance efficiency and improve service standards;
preparing and maintaining department process training documentation; and
application and renewal form development, delivery and completion.
Collaborates with team members and staff in other departments and divisions, including Membership Services, Finance, Licensing, Professional Regulation, LawPRO, in securing additional information, coordinating activity or transferring escalated matters or requests.
Performance Goals, Targets and Standards
Contributes to the development of, and meets or exceeds, individual service targets related to accuracy, timeliness and quality of service delivery.
Maintains high standards of accuracy and completeness related to complaints and application file documentation, including attendance and telephone conversation notes, correspondence, and supporting materials.
Contributes to departmental performance and tracking measures (statistics, service reports), and engages in continuous performance improvement (work processes, procedures, service opportunities) to optimize both individual and team performance.
Is a proactive member of the Complaints & Compliance team, working closely with the department Law Clerks and Administrators, as well as the Management Team to ensure that information and knowledge regarding complaints processes and emerging issues are effectively exchanged, understood and utilized when completing transactions.