Team Lead, Investigations

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At the Commission for Complaints for Telecom-television Services (CCTS), our goal is to provide impartial, fair and effective complaint resolution services, data and insights to telecom and TV consumers and service providers. We offer a free service to Canadians, and we need professionals like you to help us uphold our commitment to fairness and accountability.

At the CCTS, we believe in the power of connection - both in the services we deliver and the talents we cultivate. We are more than just a dispute resolution company; we are innovators, and problem-solvers dedicated to ensuring positive experiences for telecommunication and TV consumers and service providers. If you are looking to make a real impact in a dynamic environment, you have come to the right place!

As the Team Leader, Investigations, you are integral to the culture and smooth functioning of our Conciliation and Investigations department. You are responsible for the hands‑on leadership and support of a team of Complaints Resolution Officers (CRO) and Investigators.

Our ideal candidate has strong ability to foster relationships, gain buy‑in and inspire others to deliver their best work. They can plan their own work and the work of others to support an effective, positive, and engaging workplace.

This candidate thrives on supporting their team and ensuring they have the tools and resources necessary to succeed, while still comfortable to deliver difficult information and feedback to help staff grow.

• College diploma in a related field
• Minimum four years’ experience leading a team preferably in a complaint handling or dispute resolution environment(or an equivalent experience of leadership experiences)
• Bilingualism (French/English) strongly preferred, strong ability to communicate clearly, both orally and in writing
• Good ability to use Word, Excel, PowerPoint etc.
• Minimum three years’ experience handling complaints, investigations or in a dispute resolution environment preferred
• Previous experience working in, or general knowledge of, telecommunications or television industry is an asset

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.

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