Complaint Resolution Officer
Job Type: Full time, permanent with benefits
Salary: $57,000 annual salary
The Commission for Complaints for Telecom-television Services is the Canadian communications industry ombudsman located in downtown Ottawa. The organization’s mandate is to review and resolve consumer and small business telecommunications and television complaints after interactions between the complainant and the service provider has failed to produce a satisfactory outcome.
Complaint Resolution Officers investigate complaints, communicate (both orally and in writing) with the disputing parties, and attempt to “mediate” a successful resolution. If resolution is not successful, the Complaint Resolution Officers will recommend to management an appropriate solution to the complaint based on the facts of the complaint and the results of their investigation.
Successful candidates will have dispute resolution training or experience, be customer-oriented and have excellent oral and written communications skills. They must be diplomatic, unbiased and possess excellent judgment and analytical skills.
Qualifications and Education Requirements
- Minimum 2 years of experience handling complaints in a dispute resolution environment or dispute resolution training
- Post-secondary education in a related field is preferred
- Bilingualism (FR/ENG) a significant asset
- Excellent mediation/dispute-resolution skills
- Excellent investigative and analytical skills
- Excellent judgement with the ability to convey complex information both orally and in writing.
- Strong customer service and active listening skills
The CCTS will make every reasonable effort to accommodate prospective candidates under any of the protected grounds of discrimination. Should you need an accommodation in relation to a job opportunity or testing, please make the request as soon as possible. If the accommodation is related to a medical or health condition, you may be required to provide confirmation from a medical professional that you require the accommodation. All requests for accommodation will be considered in a fair and objective manner that will ensure applicants are treated with respect and dignity. Information received in relation to accommodation measures will be addressed confidentially.
Interested candidates should send a résumé and cover letter by email to: firstname.lastname@example.org. Only candidates who will be selected for testing and an interview will be contacted.