Investigator

2 months ago

Ottawa, Canada CCTS-CPRST Full time

_Le français suit _

**Investigator**

**Job Type**: Permanent, full-time, with benefits

**Salary**: Starting at $70,000 per year, excellent benefits provided.

**Application Deadline**: October 11th, 2024

At the CCTS, our mandate is to review and resolve telecommunications and television complaints after interaction between the customer and their service provider has failed to produce a satisfactory outcome. The CCTS provides a free and impartial service to Canadians.

We represent an organization of unbiased, fair and highly dedicated professionals who understand the needs of disputing parties, and who diligently investigate and work towards resolutions that reflect and respect the needs of both parties.

**Our Culture**:
Located in our nation’s beautiful capital, the CCTS is a dynamic and growing organization that highly values its people. We foster a workplace that is **supportive** and emphasizes the importance of **work-life balance**. We value diversity and we strongly believe in supporting the growth and development of our employees, who come from varied personal and professional backgrounds.

The environment is welcoming, collegial, collaborative and team oriented. At this time, all CCTS employees are working in a hybrid work model. Investigators local to the Ottawa/Gatineau region (within 80km radius of the CCTS Office) will be required to attend the office **2 days per week**.

**Your Role**:
As an Investigator, you will have a special focus on investigating unresolved complaints that are escalated by Complaint Resolution Officers to the Investigations Department. You will objectively review, fact-find and analyze all relevant documentation to determine if the service provider has reasonably met its obligations. Once you have completed your investigation, you will recommend appropriate solutions to the complaint based on the facts of the complaint and the results of your investigation.

**Your Responsibilities**:

- Conduct thorough and objective investigations of unresolved complaints to determine if the service provider has reasonably met its obligations, with a focus on rigorous fact-finding, impartiality, timelines and attention to detail
- Review and analyze all documentation relevant to the investigation
- Drafting disposition memos, letters, and other documents further to the results of investigations
- Administering Codes of Conducts to complaints, as applicable
- Manage assigned files in accordance with organizational standards including meeting established timelines and deadlines
- Identify themes and escalate issues / trends, as applicable
- Support other departments on special projects and initiatives from time to time
- You have **post-secondary education** 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 2 years’ experience** handling complaints or conducting **investigations** in a dispute resolution environment, or you have taken **dispute resolution training or courses** at a higher level, or an equivalent combination of education and experience.
- Experience **conducting in-depth investigations**, analyses and presenting your findings is a significant asset.
- You are **fluent in English**, with very strong written and oral communications skills.
- **Bilingual?** Even better French/English bilingualism is **strongly preferred**.
- Your Word, PowerPoint, Excel and Outlook skills are on point We are looking for an individual with **intermediate to advanced Microsoft Office skills.**

**How to Apply**
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- **Enquêteur, Enquêtrice - bilingue (français et anglais)**

**Type d’emploi**: Permanent, à temps plein, avec avantages sociaux

**Fourchette salariale**: Salaire initial de 70,000$, et excellents avantages sociaux.

La Commission des plaintes relatives aux services de télécom-télévision (CPRST) a pour mandat d’examiner et de régler les plaintes au sujet des services de télécommunications et de télévision lorsqu’un client et son fournisseur de services ne parviennent pas à trouver ensemble une solution satisfaisante. La CPRST offre un service gratuit et impartial aux Canadiens.

La CPRST représente un organisme de professionnels impartiaux, justes et très dévoués, qui comprennent les besoins des parties en litige, et qui enquêtent et travaillent avec diligence pour trouver des solutions qui reflètent et respectent les besoins des deux parties.

**La culture de la CPRST**:
Située dans la belle capitale de notre pays, la CPRST est un organisme dynamique et en pleine croissance qui accorde une grande importance à ses employés. À la CPRST, nous favorisons **un milieu de travail positif**, qui accorde une grande importance à **l’éq

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