Senior Investigator

Role: Existing role

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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!

Our ideal candidate

Our ideal candidate has strong ability to manage multiple priorities and deadlines without sacrificing quality of work. They have excellent communication skills, both orally and in writing, with a strong ability to foster relationships with other employees and team leaders. They are highly capable of organizing and planning their own work, as well as the work of others. These qualities, paired with a continuous learning and unparalleled customer service-oriented attitude, will help our candidate succeed in this dynamic role.

Your role

As the Senior Investigator, you will be responsible for investigating complaints at an escalated level, responding to substantive questions from Complaints Resolution Officers and Investigators, and handling customer escalations within the Investigation department.

Your responsibilities

• Assesses case review requests and process case reviews in accordance with set guidelines
• Conducts case reviews and draft written reports
• Regularly provides guidance to Conciliators and Investigators through various activities including answering questions, case reviews, and generalized team feedback with the goal of improving quality and efficiency.
• Works with the Team Lead, using interpretive skills to provide their insights on opportunities for closing gaps and ensuring success. The Senior Investigator will also be asked to handle regular investigations from time to time by:
• Attempts to informally resolve complaints by communicating with both the customer and service provider, ensuring to follow CCTS process and always maintaining impartiality
• Investigates unresolved complaints to determine if the service provider has reasonably met its obligations
• Drafts Investigations findings, letters, or other further to the results of the investigation
• Administer Codes of Conducts, as applicable
• May be asked to support the Team Leaders, Investigations with some supervisory duties from time to time
• Assists with preparation of ongoing training and calibrations
• Tracks and monitor trends to help in identifying root cause of issues
• May be asked to support the Team Leaders, Investigations with some supervisory duties from time to time
• Identify themes and escalate issues / trends, as applicable
• Assist with ad hoc projects and participate in continuous improvement
•  Support other departments on special projects and initiatives from time to time

Must-have magic

• You have a post-secondary education with a minimum completion of a 2-3 year community college diploma in a related field, such as conflict resolution, mediation, law social science, political science, psychology or public administration OR an equivalent combination of education, training and experience
• You have a minimum of 4 years’ experience handling complaints or in a dispute resolution environment, or an equivalent combination of education and experience
• You have previous experience using mediation techniques and an understanding of and ability to apply dispute resolution best practices
• You have very strong communications skills, both verbal and written
• You have intermediate to advanced experience with MS365 products – Teams, Outlook, Word, Excel etc.
• You have previous experience working in telecommunications or television (that would be a great asset)
• You have a strong focus on providing excellent and timely customer service
• You use excellent judgement in decision making and hold to the highest standard of ethics and integrity, as well as a strong ability to listen effectively and act in an unbiased, diplomatic and professional manner.
• You are fluent in English, with very strong written and oral communications skills.
• Bilingual? Even better! French/English bilingualism is mandatory for at least one of the positions, and a strong comprehension of French is definitely an asset for success in the role.

How to apply

Be sure to polish your résumé and write a compelling Expression of Interest 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.

Please note that we will now accept applications for this open position until end of day November 17th, 2025.

Although this opportunity is being posted internally and externally, internal applicants will be prioritized.

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Accommodation

At 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.