Complaints Management 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

On October 6, 2021, the Government of Canada announced details of its plans to require vaccination across the federal public service.

As per the new Policy on COVID-19 Vaccination for the Core Public Administration Including the Royal Canadian Mounted Police, federal public servants in the Core Public Administration and members of the RCMP must attest to their vaccination status. The requirement for employees to be fully vaccinated applies whether they are teleworking, working remotely or working on-site. This is a condition of employment and it applies to indeterminate (permanent), determinate (term), casual, and student hiring. Should you reach the point in the selection process where it is necessary to verify terms and conditions of employment then the hiring manager or a human resources representative will contact you in order to complete an attestation.

When submitting your application, you MUST ANSWER questions regarding the education and experience requirements (both essential and asset qualifications). You must CLEARLY DEMONSTRATE how you meet each of these requirements by answering the online questions. It is not sufficient to only state that the qualifications are met or to only provide a listing of current or past responsibilities. Rather you must clearly demonstrate WHEN (month-year to month-year), WHERE and HOW you acquired each qualification by giving CONCRETE EXAMPLES. Information provided in your answers related to your education and experience must be supported in your resume. Failure to provide the above information in the format required WILL result in your application being rejected from the process. The information you provide in the questionnaire must be true.

Duties

WORK DESCRIPTION :

The Complaints Management Officer at the Office of the Chief Electoral Officer will work with the Complaints Management Team, to identify remedies/resolutions and client relations relating to correspondence and inbound complaints from the public, provide advice and recommendations to subject matter experts, management and clients, related to enquiries, complaints and correspondence management processes to meet particular needs and to ensure compliance with the Canada Elections Act.

To this end, they 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 on-going 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.

Promote and provide information, advice and guidance on services and processes to managers, subject matter experts, client groups, and the general public; handle enquiries involving in-depth detail and complexity from the public.

Participate in projects and working groups with departmental managers and staff, subject matter experts and service providers; contribute to business development plans and strategies; and participate in the development of any knowledge base content and reference materials.

Conduct, monitor, evaluate, review and analyze statistical data and reports using a customized case management system; investigate problematic cases and prepare client responses with the subject matter experts assistance relating to policies, legislation and regulations; draft and recommend processes to manage future similar cases/occurrences.

May lead projects and coordinate the work of project teams.

Work environment

The Office of the Chief Electoral Officer (CEO) is located at 30 Victoria Street, in the heart of downtown Gatineau. Our location is easily accessible and is located near Place du Portage and just a few kilometers away from downtown Ottawa.
The Office of the Chief Electoral Officer (OCEO) is a place of work where work-life balance and mental health are very important for all its employees. The OCEO has policies allowing for flexible work arrangements, including: flexible hours; telework; compressed work weeks, etc.

Intent of the process

The immediate intention of this process is to staff six (6) TEMPORARY positions.

A pool of fully or partially qualified candidates may be established to staff positions at the same group and level or equivalent within Elections Canada with various linguistics profiles: English or French Essential, bilingual imperative BBB/BBB and CBB/CBB on a temporary or permanent basis.

Positions to be filled: 6

Information you must provide

Your résumé.

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

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

Degree equivalency

EXPERIENCE:
*Experience handling requests or complaints from clients or the general public
*Experience in applying or interpreting policies or procedures/guidelines.
*Experience in preparing written correspondence to internal and external clients (such as: emails, information notes etc.)

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 are 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)

Various language requirements
English or French Essential
Bilingual imperative BBB/BBB and CBB/CBB

Information on language requirements

ABILITY :
Ability to analyze, to provide recommendations
Ability to communicate effectively in writing.
Ability to communicate effectively orally
Ability to manage competing priorities and work under pressure.

PERSONAL SUITABILITY :
Attention to detail
Working effectively with others
Showing initiative and being action orientated
Client service orientation
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 university.

Degree equivalency

ASSET EXPERIENCES
*Experience working in a call centre environment using case management, call tracking or correspondence tracking software to resolve complaints.

*Experience working in the electoral field at the federal, provincial, territorial or municipal level.

*Experience working in a correspondence unit.

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 are multi-dimensional or highly technical, potentially precedent setting, or has a significant impact on the organization.

ORGANIZATIONAL NEEDS
Elections Canada is committed to establishing and maintaining a representative workforce. Qualified candidates who self-identify as members of the Equity seeking groups (a group of persons who are disadvantaged on the basis of one or more prohibited grounds of discrimination within the meaning of the Canadian Human Rights Act) may be selected for appointment to fill an organizational need.

Conditions of employment

Reliability Status security clearance

- Consent to remain strictly impartial and non-partisan for the duration of employment.
- Willingness and ability to work in-person on a rotational basis at the 440 Coventry road warehouse in Ottawa.
- Availability to work overtime with little advance notice.
- A working internet connection is required to perform the duties of the position.
- All employees of the core public administration are required to be fully vaccinated against COVID-19 and attest to their vaccination status unless accommodated based on a medical contraindication, religion, or another prohibited ground for discrimination as defined under the Canadian Human Rights Act.

This is a condition of employment and it applies to indeterminate (permanent), determinate (term), casual, and student hiring. The requirement for employees to be fully vaccinated applies whether they are teleworking, working remotely or working on-site. Should you reach the point in the selection process where it is necessary to verify terms and conditions of employment then the hiring manager or a human resources representative will contact you in order to complete a vaccinal attestation.

Due to the prevailing COVID-19 situation, the selected candidate will work remotely from his/her residence location-*with the exception of one week every 3 weeks
When the decision is made for Elections Canada employees to return to the workplace, the successful candidate is expected to work at the traditional workplace located at 30 Victoria Street in Gatineau, or at 440 Coventry Road in Ottawa (depending on position) with a combination of remote work all while ensuring a flexible work schedule.

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

We will communicate with you about this process by email. As a result, you must update your Public Service Resourcing System profile if it changes. Applicants should use an email address that accepts messages from unknown senders (some email systems block such messages). If you do not respond to our communications, we will interpret this as your withdrawal from the process.

You must indicate on your application if you require a technical aid for testing or an alternative method of assessment.

A test may be administered.

An interview may be administered.

Reference checks may be sought.

Candidates may be required to meet the asset qualifications, depending on the requirements of the specific position being staffed.

You must provide proof of your education credentials.

Please ensure that your Personal Record Identifier (PRI) is included in your application, if you have one.

Persons are entitled to participate in the selection process in the official language of their choice.

Preference

Preference will be given to veterans first and then to Canadian citizens and permanent residents, 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.