Complaints Officer

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

When you apply to this selection process, you are not applying for a specific job, but to an inventory for future vacancies. As positions become available, applicants who meet the qualifications may be contacted for further assessment.

Intent of the process

The intent of the process is to fill 18 term positions until March 31, 2020.

Positions to be filled: 18

Information you must provide

Your résumé.

In order to be considered, your application must clearly explain how you meet the following (essential qualifications)

Successful completion of secondary school or an acceptable combination of education, training or experience

Degree equivalency

Recent experience (in the last 36 months) and significant (at least 6 months) in delivery of client services.

Recent (in the last 36 months) and significant (at least 6 months) experience in interpreting and applying policies, procedures and / or legislation.

Experience in the use of technological tools such as but not limited to Microsoft Office suite, internet.

The following will be applied / assessed at a later date (essential for the job)

Various language requirements
Bilingual Imperative – Level equal or higher than BBB/BBB
English or French Essential

Information on language requirements

Effective Interactive Communication - Expressing and transmitting information orally

Effective Written Communication

Ability to manage multiple priorities

Analytical Reasoning: Research and propose a fact-based recommendation using a logical reasoning process, while being able to adapt to changing situations

Dependability (punctual, respect of deadlines)

Client Focus

Effective interpersonal skills

Quality oriented

The following may be applied / assessed at a later date (may be needed for the job)

Experience in responding to enquiries and complaints to internal and external clients, in writing and / or on the phone

Experience in using technology tools specific to the federal government of Canada, such as but not limited to GCDocs

Experience providing services to the public

Experience in using a case management system

Experience in a call center

Good stress management

Conditions of employment

Reliability Status security clearance

Consent to observe strict political impartiality and neutrality for the duration of employment

Willingness and ability to work overtime on as when needed and on short notice

Willingness and ability to work on shift work

Willingness and ability to work according to a variable schedule

Willingness to be relocated within the NCR. Depending on the operational needs, the location of work might not be 30 Victoria at Gatineau for the duration of the assignment. However, the workplace will remain within the NCR

Other information

The Public Service of Canada is committed to building a skilled and diverse workforce that reflects the Canadians we serve. We promote employment equity and encourage you to indicate if you belong to one of the designated groups when you apply.

Information on employment equity

Reference checks may be sought.

An interview may be administered.

A test may be administered.

You must provide proof of your education credentials.

Your résumé will NOT BE USED for screening purposes and may only be used as a secondary source of validation. Failure to clearly demonstrate HOW you meet the screening criteria in your responses to the screening questions may result in the rejection of your application.

To be appointed to a position, you must have all the essential qualifications. Other qualifications may be relevant to the selection of the person appointed to the position. Some of the qualifications (essential or otherwise) will be assessed using your application. You have to give relevant examples demonstrating how you meet each requirement. If you fail to do so, your application may be rejected.


Candidates who apply to this selection process should include an email address that accepts emails from unknown users (some email systems block these types of email).

Should your email address change during the process, it is your responsibility to inform us and to regularly verify your e-mails.

Only applications received online will be accepted. Please communicate with the contact person to discuss alternative methods if online application is impossible.

Preference

Preference will be given to veterans and to Canadian citizens, in that order, with the exception of a job located in Nunavut, where Nunavut Inuit will be appointed first.

Information on the preference to veterans

We thank all those who apply. Only those selected for further consideration will be contacted.