Complaint Resolutions Specialist

Job #:
**9326**
- Division:
**Operations**
- Vacancy Type:
**Full-time Temporary**
- Affiliation:
**Union: CUPE 79**
- Contract Length:

- Grade:
**TCHC 5**
- # of Vacancies:
**1**
- Salary/Hourly Range:
**$34.45 - $37.77**
- Hiring range/wage:
**$34.45**
- Work Details (Days/hours):
**35 hours per week, Monday to Friday, 8am-4pm**
- Posted Date:
**2/24/25**
- Existing or New:
**Existing**
- Deadline to Apply:
**3/10/25**

**What we offer**

In addition to competitive wages and a rewarding career where you can truly make a difference, we offer a comprehensive package that meets the various needs of our diverse employees, including:

- Ability to participate in inclusive employee-led networks to educate, inspire, amplify voices, build relationships and provide development opportunities;
- Three Weeks paid annual vacation days, increasing with years of service;
- Four (4) paid personal days;
- Defined benefit pension plan with OMERS, includes 100-per-cent employer matching;
- Health and dental benefits;
- Employee and family assistance program;
- Maternity and parental leave top up (93% of base salary);
- Training and development programs including tuition reimbursement of $1500 per calendar year.
- Fitness membership discount;

This job offers the opportunity to work from home as part of a hybrid work arrangement. This arrangement will allow you to work some days at a TCHC work location and the rest of the time from home. The amount of time required to work at a TCHC work location is flexible, while considering operational and service delivery requirements.

**Make A Difference**

The Complaints Resolution Specialist (CRS) is responsible for conducting the intake of tenant complaints, including documenting, identifying and analyzing issues that arise. They will also use their conflict resolution skills and current policies and procedures to resolve complaints in a fair and timely fashion by working with both internal and external stakeholders in a matter that aligns with TCHC's tenant focused culture.

The CRS is expected to effectively manage a caseload of complaints, conduct follow-up research and make inquiries on individual complaints, as appropriate. They will also be responsible for identifying and analyzing trends in complaints in order to identify possible systemic issues, gaps in service levels or methods to improve internal policies and procedures that impact operations and tenant services.

**What You’ll Do**
- Complaints Intake_
- Prepares correspondence to the client to acknowledge the complaint and provide information regarding the process/next steps
- Triages and prioritizes complaints as appropriate to ensure timely and relevant responses
- Summarizes and clearly documents complaints using the office’s case management system
- Complaint Review_
- Triages complaints, prioritizes and identifies next steps to attempt resolution by working closely with other internal TCHC divisions
- Conducts appropriate research and makes inquiries in order to identify opportunities for potential resolution or to make appropriate recommendations on the resolution of the complaint
- Potentially coordinate and attend meetings with tenants or other stakeholders to gather more information in order to identify the best way to resolve the situation
- Identifies applicable legislation, regulations, polices or procedures and uses them in order to attempt resolution or to make appropriate recommendations for the complaint
- Manage and track multiple cases concurrently and ensure that decisions being made are in accordance with established service levels and timelines
- Ensures that timelines and deadlines are met and that all complaints are dealt with in a timely fashion without undue delay
- Consults with management during the review and escalation of complaints when required
- Flags exceptionally serious, sensitive or systemic complaints to management’s attention within a timely fashion
- Complaint Resolution_
- Prepares correspondence and other documentation that clearly communicates the complaint, the issues that were resolved by the office and the outcome of the complaint
- Provides updates to all parties involved (internal and external stakeholders) regarding the issues that were resolved by the office and the outcome of the complaint
- Ensures that the correspondence and outcome of the complaint is documented in the office case management system
- Trend Analysis_
- Analyses trends and patterns in complaints in order to identify potential systemic issues
- Summarizes complaint information and drafts reports outlining the results of the trends for the purpose of briefing managements or other internal TCHC divisions
- Other Duties_
- Provides assistance to management to assess escalations, including conducting research and reviewing documentation
- Facilitates presentations or meetings to discuss trends and potentially systemic issues that arise

**What You’ll Need**
- Post-secondary education in the social sciences,