Careers at CCTS

Complaint Resolution Officer

Permanent, full-time position
Contact: Josée Thibault (josee.thibault@ccts-cprst.ca)

The Commissioner for Complaints for Telecommunications Services is a customer-oriented organization located in downtown Ottawa.  We have an immediate need for a Complaint Resolution Officer. The organization’s mandate is to review and resolve consumer and small business telecommunications complaints after interaction between the complainant and the service provider has failed to produce a satisfactory outcome. The Complaint Resolution Officer will report directly to the Inquiries and Complaints Director. The successful candidate will be responsible for reviewing complaints, communicating (orally and in writing) with the parties involved in the dispute, and attempting to “mediate” a successful resolution.  If unsuccessful, the Complaint Resolution Officer will be required to make a recommendation concerning the appropriate disposition of the complaint to the Director based on the facts of the complaint and the results of their communications with the parties.

The successful candidate must be customer-oriented with excellent oral and written communications skills.  They must be diplomatic and unbiased in their approach, possess excellent judgment, analytical skills, be persuasive and have the ability to multitask and work on a number of different files simultaneously.  The successful candidate must be flexible and willing to take on new tasks in a constantly changing environment and have the ability to work in a dynamic team setting.

Preference will be given to candidates who are fluently bilingual, have previous experience in the telecommunications industry, and with the mediation of complaints.