Position Summary
The Assistant Manager of the Client Support Team plays a key leadership role in ensuring high-quality, compassionate care for clients throughout their residential treatment journey. This position supports the day-to-day operations of the Client Support Department, bridges communication between clients and departments, supervises client support staff, and contributes to service excellence and team development.
Key Responsibilities:
1. Operational Oversight
- Ensure smooth shift handovers and day-to-day execution of client support duties.
- Proactively address any immediate client needs, complaints, or risks that arise during shifts.
- Coordinate with clinical, medical, and operations teams to ensure client-related services run efficiently.
- Monitor and ensure compliance with all SOPs and client safety protocols.
2. Team Leadership & Supervision
- Supervise Level 1–4 client support staff on shift.
- Provide coaching, real-time feedback, and hands-on training to new or junior staff.
- Assist in performance reviews by offering feedback on team behavior, attitude, and reliability.
- Support shift planning and manpower coordination, including coverage for emergencies or unexpected absences.
3. Client Engagement & Support
- Serve as a senior point of contact for clients requiring additional emotional support or escalation.
- Observe client behavior and flag clinical or medical concerns to the appropriate departments.
- Participate in family visit logistics, arrivals and departures, and discharge preparation.
- Occasionally support or lead activities such as airport transfers, outings, or onsite events.
4. Administrative Duties
- Assist with the onboarding and documentation of new staff and volunteers.
- Ensure proper incident reporting and documentation by team members.
- Participate in interdepartmental meetings as needed and relay important updates to the team.
- Maintain accurate logs of shifts, overtime, incidents, and leave requests for the client support team.
Qualifications & Experience:
- Minimum 2 years of experience in a residential rehab, healthcare, or hospitality setting with client-facing duties.
- At least 1 year of leadership experience or shift coordination preferred.
- Strong observational and crisis-handling skills.
- Excellent interpersonal and communication skills (Thai and/or English depending on role).
- Calm, mature presence with the ability to lead by example and de-escalate challenging situations.
Key Competencies:
- Leadership and accountability
- Team mentorship and conflict resolution
- Strong communication and cross-departmental collaboration
- Emotional intelligence and client-centered mindset
- Flexible and adaptable in a fast-paced environment
Working Hours & Conditions:
- Rotating shifts, including weekends and holidays.
- On-call or emergency shift coverage may be required.
- Reports directly to the Head of Medical & Support (CEO) and works closely with the Clinical Director and Operations team.