Complaints Management Officer

Office of the Chief Electoral Officer
Gatineau (Québec)
PM-03
TERM (specified period)
$73,798 to $79,511
**Closing date: 12 January 2025 - 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

**Duties**:
WORK DESCRIPTION:
To this end, the Complaints Management Officer will be responsible to:
Respond to and interact with members of the public to provide remedies and resolutions to their enquiries or complaints; determine and help develop the scope of knowledge base/reference material needed to meet planned initiatives; develop client relations response remedies to increase client satisfaction and project ideal image in support of the agency's business objectives.

Assist in the development of service level agreements, and provide ongoing recommendations to management relating to scope and content of remedies applied in order to resolve client enquiries; determine and propose modifications to knowledge base/reference materials in this context.

**Work environment**:
Come work with us and contribute to Canadian democracy

At Elections Canada, you will have a rewarding career in a welcoming and principled environment that combines working from home and working on site. Our agency also upholds diversity and inclusion as core values.

Did you know that, in its latest ranking, Forbes magazine ranked Elections Canada as the fourth best place to work in the country?

BALANCE
Elections Canada prioritizes work-life balance.

We use the hybrid work model implemented by the Treasury Board of Canada Secretariat. There are some positions that require you to be on site full time. But, in certain cases, other work models can be considered to accommodate you.

PROFESSIONAL DEVELOPMENT
At Elections Canada, you can spread your wings in an environment that encourages skills development through various training programs.

Whether you have professional experience or are a recent graduate, you can have a fulfilling career with us.

You will build positive work relationships and get the right training to flourish on your career path.

CENTRAL, MODERN AND UNIQUE OFFICES
Our building at 30 Victoria Street in Gatineau is in the heart of downtown. It has modern facilities, with collaborative work spaces, indoor parking and several restaurants nearby. There is also a locker room, shower room and secure indoor bike space that can be accessed from outside. You can take advantage of the 300-kilometre-long bike path.

**Intent of the process**:
The immediate intention of this process is to staff one (1) TERM position.

**Positions to be filled**: 1

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

EDUCATION:
Secondary school diploma or an acceptable combination of education, training and experience.

Degree equivalency

EXPERIENCE:
EXP1: *Experience handling requests or complaints from clients or the general public.

NOTE: *Experience will be assessed in terms of the depth and breadth of activities, the **complexity and diversity of work handled, as well as the level of autonomy demonstrated.
**Complexity refers to an issue that is multi-dimensional or highly technical, potentially precedent setting, or has a significant impact on the organization.

**The following will be applied / assessed at a later date (essential for the job)**:
Bilingual - Imperative (BBB/BBB)

Information on language requirements

ABILITY:
A1: Ability to analyze and to provide recommendations
A2: Ability to manage competing priorities and work under pressure
A3: Ability to communicate effectively in writing
A4: Ability to communicate effectively orally

PERSONAL SUITABILITY:
PS1: Attention to detail
PS2: Working effectively with others
PS3: Showing initiative and being action orientated
PS4: Client service orientation
PS5: Reliability

**The following may be applied / assessed at a later date (may be needed for the job)**:
ASSET EDUCATION:
A bachelor degree from a recognized post-secondary institution.

Degree equivalency

ASSET EXPERIENCES:
AEXP1: *Experience working with a case management, call tracking or correspondence tracking software to resolve complaints.
AEXP2: *Experience working in the electoral field at the federal, provincial, territorial or municipal level.
AEXP3: *Experience conducting research and analysis to address issues or questions.

NOTE: *Experience will be assessed in terms of the depth and breadth of activities, the **complexity and diversity of work handled, as well as the level of autonomy demonstrated. **Complexity refers to an issue that is multi-dimensional or highly technical