Complaints Resolution Officer

Role: Anticipated team growth

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Are you ready to make a difference in the telecommunications landscape?

At the Commission for Complaints for Telecom-television Services (CCTS), our goal is to provide impartial, fair and effective complaint resolution services, data and insights to telecom and TV consumers and service providers. We offer a free service to Canadians, and we need professionals like you to help us uphold our commitment to fairness and accountability.

Why the CCTS?

At the CCTS, we believe in the power of connection – both in the services we deliver and the talents we cultivate. We are more than just a dispute resolution company; we are innovators, and problem-solvers dedicated to ensuring positive experiences for telecommunication and TV consumers and service providers. If you are looking to make a real impact in a dynamic environment, you have come to the right place!

Your role

As a Complaints Resolution Officer (CRO), you will communicate (both orally and in writing) with the disputing parties to identify an acceptable resolution for the complaint, based on CCTS processes while maintaining impartiality at all times. Your role is to work with each party individually to identify, review and counter offers between the parties. If neither party has proposed a resolution or the proposed resolutions are not accepted, you will propose resolutions that are based on what you know about the complaint. This role works in a metrics-driven environment, meaning the CRO manages assigned files in accordance with organization standards including meeting established timelines and deadlines.

Our ideal candidate

Are you ready to unleash your potential in this role? If you are a master communicator with next-level conflict resolution skills, you might be the most suitable person for this opportunity!
You are a curious mind, with attention to detail, but also driven to get the job done efficiently. You know how to be neutral while providing customer service that people will remember you by. Finally, metrics excite you, as you want to prove not only are you able to do good quality work but want to push yourself to do better.

Take the plunge and see if this opportunity matches your unique abilities!

Must-have magic

• A minimum of 2 years of experience handling complaints or in a dispute resolution environment, or an equivalent combination of education and experience.
• A minimum completion of a 2-3 year College Diploma in a relevant field, such as Conflict Resolution, mediation, law, social science, political science, psychology or public administration or an equivalent combination of education, training and experience.
• Previous experience using mediation techniques, and an understanding of and ability to apply dispute resolution best practices
• Strong interpersonal skills, including the ability to deal with emotionally charged situations
• Bilingualism (French/English) strongly preferred, strong ability to communicate clearly, both orally and in writing
• Previous experience working in telecommunications industry is an asset
• Intermediate to advanced proficiency in Microsoft Office applications is desired.
• Understanding of telecommunications or television industry

How to apply

Are you ready to embark on an exciting journey?

Be sure to polish your résumé and write a compelling cover letter to take advantage of this opportunity! Only candidates selected for an interview will be contacted. Your path to making a meaningful impact starts here.

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Accommodation

At the CCTS, we value an accessible and inclusive hiring process for all applicants, including those with disabilities. If you need accommodations, please let us know by emailing hr-rh@ccts-cprst.ca when you submit your application. We request at least one business day’s notice before interviews or tests. Your comfort and accessibility are our priority, and we aim to support all applicants in showcasing their talents.

Commitment to Diversity Equity and Inclusion

At the CCTS, we are dedicated to building a diverse and equitable workforce that reflects the communities we serve. We believe diversity strengthens our organization and enhances our ability to meet the needs of those we support. We are committed to providing equal employment opportunities for all, without discrimination based on race, colour, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status. We promote practices that celebrate the unique perspectives of everyone and invite applicants from all backgrounds to help us create a welcoming environment where all contributions are valued.

Artificial Intelligence

In our recruitment process, CCTS uses tools that meet the definition of artificial intelligence (AI) as outlined in the Employment Standards Act. We use a mix of these tools, and human skills to support effective and defensible recruitment decisions.