Complaint Resolution Officer

3 weeks ago


Gatineau, Canada Canadian Transportation Agency Full time

Canadian Transportation Agency
Gatineau (Québec)
PM-05
$94,113 to $101,750
For further information on the organization, please visit Canadian Transportation Agency

**Closing date: 23 August 2023 - 23:59, Pacific Time**

**Who can apply**: Persons residing in Canada, and Canadian citizens and Permanent residents abroad.

**Important messages**:
We are committed to providing an inclusive and barrier-free work environment, starting with the hiring process. If you need to be accommodated during any phase of the evaluation process, please use the Contact information below to request specialized accommodation. All information received in relation to accommodation will be kept confidential.

Assessment accommodation

Having the mission to protect the rights of people who require accessibility measures in transportation services, we are committed to creating an inclusive and barrier-free work environment, starting with the hiring process. If you have a functional limitation / disability, which could affect your performance, give yourself every chance to succeed

**Duties**:
Are you a person that values rights and procedural fairness? Do you enjoy working on emerging and complex issues?

The Canadian Transportation Agency is introducing a new position, that of Complaint Resolution Officers. As a Complaint Resolution Officer, you have a hands-on impact by analyzing and resolving air travel complaints filed by passengers. This is a unique role in upholding the rights and responsibilities of both passengers and airlines. The Resolution Officer will directly contribute to ensuring Canadian air travelers rights as they consider the applicable facts, circumstances, laws and regulations when resolving air travel complaints. Resolution Officers will informally assist passengers and airlines to negotiate a settlement, and can also issue decisions that are binding on both the passenger and the airline. This position requires strong verbal, analytical and writing skills. Orientation and training will be provided.

**Work environment**:
Come work for the federal government’s first independent regulatory body: The Canadian Transportation Agency (CTA).

An important mission: The Canadian Transportation Agency is a small organization (about 400 people) with an important mission - to advance Canadians’ economic and social well-being by:

- Helping to keep the national transportation system running efficiently and smoothly;
- Protecting the fundamental right of persons with disabilities to accessible transportation;
- Providing consumer protection for air travelers.

A great place to work:
We are committed to creating a healthy and respectful workplace. Our small size encourages dialogue and collaboration - both between managers and employees, and through inter-branch networks and tiger teams. You will have the opportunity to get to know and collaborate with many colleagues across the Agency.

The Canadian Transportation Agency has a new workspace reflecting high standards of accessibility. We are located in the heart of Gatineau (60 Laval), with easy access to fitness facilities, public transportation and restaurants. We offer hybrid working arrangements (a mix of in-office and virtual work) in our new building. When appropriate, the possibility for telework is dependent on the position, residential location of the employee and operational requirements. Flexible work arrangements may be discussed with the manager at the time of hiring.

**Intent of the process**:
Results of this staffing process may be used for similar positions in the Agency and other departments and agencies in the federal government.

**Positions to be filled**: 100

**Information you must provide**:
Your résumé.

EDUCATION:
A degree from a post-secondary institution with an acceptable specialization in a field related to the duties of the position or an acceptable combination of education, training and experience.

Degree equivalency

EXPERIENCE:
Experience analyzing complex* information to present recommendations or render a decision or conclusion.

Significant** experience drafting formal reports, briefing notes or decisions.

NOTES:

- Complex is defined as including the following characteristics: multidimensional, multiple or conflicting information to be analyzed.

EDUCATION:
Law degree from a recognized university (LL.B., J.D., B.C.L.)

Master's degree from a recognized university in a field related to the duties of the position (e.g. economics, social sciences, law, commerce, finance or sciences).

Degree equivalency

EXPERIENCE:
Experience as a decision-maker in an administrative tribunal or court of law.

Experience presenting cases in support of an administrative tribunal or court of law.

Experience working in the public or private air transportation sector.

Experience in resolving air travel complaints between airlines and passengers.

**The following will be applied / assessed at a later date (essential for the job)**:
Various language re



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