Complaints Resolution Officer

6 months ago

Ottawa, Canada CCTS-CPRST Full time

_Le français suit _

**Bilingual Complaints Resolution Officer**

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

**Salary**: Starting at $63,000, excellent benefits provided.

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.

**Your Role**:
As a Complaints Resolution Officer, you will investigate complaints, communicate (both orally and in writing) with the disputing parties, and attempt to “mediate” a successful resolution. When resolution is not successful, you will recommend appropriate solutions to the complaint based on the facts of the complaint and the results of your investigation.

**Your Responsibilities**:

- Attempting to informally resolve all complaints assigned by communicating with both the customer and service provider, ensuring to follow CCTS process and maintaining impartiality at all times
- Investigating unresolved complaints to determine if the service provider has reasonably met its obligations
- Drafting disposition memos, letters, and other documents further to the results of investigations
- Administering Codes of Conducts to complaints, as applicable
- Identifying themes and escalating issues and trends, as applicable
- You have a **minimum of 2 years’ experience** handling complaints in a dispute resolution environment or you have taken dispute resolution training.
- You have **post-secondary education** in a related area.
- You are **fluent in English**, with very strong written and oral communications skills.
- **Bilingual?** Even better French/English bilingualism is **strongly preferred**, and a strong comprehension of French is definitely an asset for success in the role.
- Not your first walk around the telecom block? Even better Having previous **experience in the telecommunications industry** or knowledge of the industry is a significant asset.
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- **Agent de résolution des plaintes -** **bilingue (français et anglais)**

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

**Fourchette salariale**: Salaire initial de 63,000$, 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’équilibre travail-vie privée**. Nous accordons une grande valeur à la diversité et croyons fermement qu’il faut soutenir la croissance et le perfectionnement de nos employés, qui proviennent d’horizons personnels et professionnels variés.

Notre milieu de travail est accueillant, collégial, axé sur la collaboration et le travail d’équipe. À l’heure actuelle, tous les employés de la CPRST travaillent dans un environnement de travail hybride.

**Votre rôle**:
En tant qu’agent de résolution des plaintes, vous enquêterez sur les plaintes, communiquerez (oralement et par écrit) avec les parties en cause et tenterez de « négocier » une résolution satisfaisante. Faute de résolution, vous recommanderez des solutions appropriées à la plainte en fonction des faits et des résultats de votre enquête.

**Vos res

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