Talent Pool: Complaints Resolution Officer

Talent Pool:
Complaints Resolution Officer

Job Type: Permanent, Full-Time

Expected Compensation: $63,000-$68,000 per year (depending on skills and experience) + Excellent Benefits

Role:
Talent Pool / No Current Vacancy

Although we are not hiring at this exact moment, this role is key to the success of our organization. If this role interests you, we would like to hear from you. Qualified applicants will be contacted when positions become available.

As a Complaints Resolution Officer (CRO), you will communicate, both orally and in writing, with the disputing parties to identify an acceptable resolution for the complaint, based on CCTS processes while maintaining impartiality at all times. Your role is to work with each party individually to identify, review and counter offers between the parties. If neither party has proposed a resolution or the proposed resolutions are not accepted, you will propose resolutions that are based on what you know about the complaint.

This role works in a metrics‑driven environment, meaning the CRO manages assigned files in accordance with organization standards including meeting established timelines and deadlines.

You are a master communicator with next‑level conflict resolution skills, you are curious, detail‑oriented, neutral, and customer‑service oriented. You are motivated by metrics and want to prove that you can do high‑quality work and continuously improve.

• A minimum of 2 years of experience handling complaints or in a dispute resolution environment, or an equivalent combination of education and experience.
• A minimum completion of a 2–3 year college diploma in a relevant field such as conflict resolution, mediation, law, social science, political science, psychology or public administration, or an equivalent combination of education, training and experience.
• Previous experience using mediation techniques, and an understanding of and ability to apply dispute resolution best practices.
• Strong interpersonal skills, including the ability to deal with emotionally charged situations.
• Bilingualism (French/English) strongly preferred, with strong ability to communicate clearly, both orally and in writing.
• Previous experience working in the telecommunications industry is an asset.
• Intermediate to advanced proficiency in Microsoft Office applications is desired.
• Understanding of the telecommunications or television industry.

At CCTS, we value an accessible and inclusive hiring process for all applicants, including those with disabilities. If you need accommodations, please let us know by emailing  when you submit your application. We request at least one business day’s notice before interviews or tests. Your comfort and accessibility are our priority and we aim to support all applicants in showcasing their talents.

At CCTS, we are dedicated to building a diverse and equitable workforce that reflects the communities we serve. We believe diversity strengthens our organization and enhances our ability to meet the needs of those we support. We are committed to providing equal employment opportunities for all, without discrimination based on race, colour, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status.

We promote practices that celebrate the unique perspectives of everyone and invite applicants from all backgrounds to help us create a welcoming environment where all contributions are valued.

In our recruitment process, CCTS uses tools that meet the definition of artificial intelligence (AI) as outlined in the Employment Standards Act. We use a mix of these tools, and human skills to support effective and defensible recruitment decisions.

Type d’emploi: poste permanent à temps plein

Rémunération prévue: de 63 000$ à 68 000$ par année et d’excellents avantages sociaux

Poste:
Bassin de talents

Bien que nous n’embauchions pas pour le moment, ce rôle est essentiel au succès de notre organisation. Nous communiquerons avec les candidats qualifiés dès que…