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

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 within the Integrity Assurance 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, 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.

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; analyze 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.

Work environment

The Office of the Chief Electoral Officer (OCEO) 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 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 three (3) TERM 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 linguistic profiles: English or French Essential, bilingual imperative BBB/BBB and CBB/CBB on a temporary or permanent basis.

Positions to be filled: 3

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:
EXP1: *Experience handling requests or complaints from clients or the general public.
EXP2: *Experience in applying or interpreting policies or procedures/guidelines.
EXP3: *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 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)

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

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 in a call centre environment using 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 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 is 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 Employment 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

Availability to work overtime, with little advance notice.

Consent to remain strictly impartial and non-partisan for the duration of employment.

Willingness and ability to work in a hybrid work environment: in-person at 30 Victoria Street in Gatineau 2 days per week and teleworking.

Willingness and ability to work in-person, on a rotational basis, at the Distribution Centre at 440 Coventry Road in Ottawa.

A working internet connection is required to perform the duties of the position.

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

IMPORTANT: Candidates from outside the public service may be required to pay for travel and relocation costs associated with this selection process.

The chosen candidate for the position must meet the minimum requirement of 2 days of work per week in the workplace as established by the Treasury Board of Canada Secretariat.

A test will be administered.

An interview will be administered.

Reference checks may be sought.

The answers provided to the screening questions will be the main source of information. Failure to provide complete answers may result in your application being screened out from further consideration in this process. Should you indicate in your response "please refer to my résumé", we may be unable to assess you against the position’s essential qualifications, which could result in your application being rejected. Lack of examples and details will result in your application being rejected. We will not contact applicants to clarify incomplete or missing information.

Candidates should be prepared to provide proof of education (copy of degree/diploma) and citizenship or permanent resident status. You will only be asked to provide proof of your education credentials later in the process. If you have foreign credentials, you must provide proof of Canadian equivalency. For further information, please consult the Canadian Information Centre for International Credentials at https://www.cicic.ca/.

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

Please note that asset qualifications may be used at the screening stage or at any point in the hiring process.

Please identify clearly your substantive group and level and your employment status on your résumé and/or application form (if applicable).

Please ensure that your Personal Record Identifier (PRI) is included in your application (if applicable).

Candidates are entitled to participate in the appointment process in the official language of their choice. Applicants are asked to indicate their preferred official language in their application.

PLEASE NOTE: For this selection process, our intention is to communicate with applicants by email for screening/assessment purposes (including sending invitations for written tests and interviews). Applicants who apply to this selection process must include a valid email address in their application, and make sure this address is functional at all times and accepts messages from unknown users.

The agency accepts online applications only.

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.