Complaint Resolution Program Analyst

**Position Summary**:
**COMPLAINT RESOLUTION PROGRAM ANALYST - 2 POSITIONS**

**Job ID: 5356**

**REGULAR/FULL-TIME**

**Location: BURNABY, BC**
- ** Join one of BC’s Top Employers**:

- ** Be part of an exceptional company culture with great employee benefits and a healthy work/life balance**

**BC Housing thanks all applicants for their interest; only those selected for an interview will be contacted. This position is only open to those legally entitled to work in Canada.**

**THE ORGANIZATION**

BC Housing is a provincial Crown Corporation that develops, manages and administers a wide range of subsidized housing options for those most in need across the province to address critical gaps across the housing continuum ranging from emergency shelter through to rent assistance in the private market and affordable home ownership. _Share in the rewards of working with an organization that offers challenging work and competitive compensation and supports the growth and development of its people._

**Our mission** is making a difference in people's lives and communities through safe, affordable and quality housing.

BC Housing offers competitive salaries and an excellent benefits package. But a job is more than a pay cheque. We also offer our staff the opportunity to work together to make a difference. When employees go home at the end of the day, they experience the satisfaction of knowing they’ve helped provide safe, affordable housing for British Columbians. And while they’re here, employees can take advantage of many opportunities:

- In-house training, and training at other institutions, for courses related to employees’ current positions or to prepare them for advancement within BC Housing.
- Wellness programs including physical fitness, programs to help employees quit smoking, free flu shots, mental health resources, and lunch-and-learn lectures and seminars.
- Recognition programs including long-term service awards, idea recognition and outstanding performance awards.
- Livegreen incentives include an employee transit pass program, and other initiatives that encourage alternative, sustainable transportation (even a bike purchase program).
- An active Social Club that organizes special events like seasonal parties and arranges group discounts to other events.
- Participation in community and charitable events.

**Please note: Eligibility for benefits offered is based on employment status**

**COMPLAINT RESOLUTION PROGRAM ANALYST - 2 POSITIONS**:
**$63,393.31 - $73,118.09 (Annually)**

***

Reporting to the Director, Privacy and Information Services, the Complaint Resolution Program Analyst receives and resolves complaints from applicants, tenants, and other clients dissatisfied with any level of the Commission’s customer service. He/she/they supports the Complaints Resolution Program Manager with inquiries from the Office of the Ombudsperson, Human Rights Tribunal, and in Complaints Resolution Program projects. This position assists in the development and maintenance of policies and procedures to ensure quality, fairness, accessibility, and consistency in complaints handling.

**CANDIDATE PROFILE**

**EDUCATION & EXPERIENCE**:

- Diploma in Information Management, Public Administration, or other relevant discipline.
- Sound experience in a front-line or customer service role, managing caseloads and working in a high-volume environment.
- Or an equivalent combination of education, training, and experience acceptable to the Employer.

**KNOWLEDGE, SKILLS AND ABILITIES**:

- Working knowledge of FIPPA legislation, the Human Rights Code, the Homeowner Protection Act and other legislation that impacts the Commission’s work
- Ability to learn and understand the Commission’s policies, processes, and business operations
- Ability to communicate clearly, in both oral and written communications, and provide complex and sensitive information where there may be significant barriers to acceptance
- Ability to develop effective trust-based working relationships with internal staff
- Ability to be flexible and have excellent interpersonal skills
- Ability to utilize diplomacy and tact in dealing with confidential matters
- Ability to demonstrate patience and respect in conflict resolution, and problem-solving skills when interacting with complainants from diverse backgrounds
- Ability to manage multiple issues and files simultaneously
- Ability to resolve issues and make effective decisions in a fast-paced, results-oriented environment
- Ability to work independently and in a team environment
- Ability to build strong and trusting relationships staff at all levels of the Commission
- Ability to analyze, investigate, and resolve complaints
- Good conflict resolution skills
- Good organizational and planning skills

**How to Apply**:
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