Complaints Resolution Advisor

Role Responsibilities

As a key front line representative for the division, the Complaints Resolution Advisor leads the intake, assessment, and resolution of complex external complaints while shaping how Albertans experience our services.

If you thrive in fast moving environments and excel at turning complex issues into clear, actionable solutions, this role puts you at the centre of it all. Join us as a Complaints Resolution Advisor and become the division’s front line expert for resolving concerns and shaping public facing responses.

Core Responsibilities:

• Acts as the primary point of resolution for incoming complaints to the TSS division and ensures complaints are actioned in a timely and appropriate manner.
• Ensures complaint procedures and processes are developed and maintained to support service delivery excellence. Program Areas are supported to engage in ongoing quality improvement activities.
• Facilitates Issues Management.
• Provides conflict resolution expertise.
• Supports the Manager of Strategic Integration and Complaints Resolution to achieve branch, division, and ministry goals.

Please click on this link to view the job description for this position.

APS Competencies

Competencies are behaviors that are essential to reach our goals in serving Albertans. We encourage you to have an in depth understanding of the competencies that are required for this opportunity and to be prepared to demonstrate them during the recruitment process.

This link will assist you with understanding competencies: https://www.alberta.ca/system/files/custom_downloaded_images/psc-alberta-public-service-competency-model.pdf.

• Drive for Results: Takes and delegates responsibility for outcomes. Uses variety of resources to monitor own performance standards. Acknowledges even indirect responsibility.   Commits to what is good for Albertans even if not immediately accepted.  Reaches goals consistent with APS direction.
  
  
• Build Collaborative Environments: Collaborates across functional areas and proactively addresses conflict. Encourages broad thinking on projects and works to eliminate barriers to progress. Facilitates communication and collaboration. Anticipates and reduces conflict at the outset. Credits others and gets talent recognized. Promotes collaboration and commitment.
  
  
• Systems Thinking: Takes a long-term view towards organization’s objectives and how to achieve them.  Takes holistic long-term view of challenges and opportunities.  Anticipates outcomes and potential impacts, seeks stakeholder perspectives.  Works towards actions and plans aligned with APS values.  Works with others to identify areas for collaboration.

Qualifications

Required:  University degree in Business Administration, Communications, Political Science, Public Policy, English, or related, PLUS 2 years related experience or  equivalent as described.

Equivalency: Directly related education or experience considered on the basis of 1 year of education for 1 year of experience, or 1 year of experience for 1 year of education.

For Example:

• Related 1 year certificate PLUS a minimum 5 years of experience.
• Related 2-year diploma PLUS a minimum 4 years of experience.
• Related minimum 6 years of experience. 
  
  

The successful candidate MUST also have:

• Experience in complaints resolution, de escalation, and conflict management.
• Strong issues management capability.
• Project management understanding.
• Ability to build productive relationships across the Division and Ministry.
• Strong analytical skills to assess issues and identify solutions.
• Ability to support Branch and Division staff with clarity and professionalism.
• Excellent communication and interpersonal skills.
• Proven ability to clarify, triage, and resolve complex issues.
• Strong time management skills to balance multiple priorities under tight timelines.
• Exceptional attention to detail and accuracy in documenting issues and responses.
• Ability to work independently, remain self motivated, and manage high pressure situations.
  
  

Assets:

• Familiarity with Traffic Safety issues in Alberta.
• Awareness of Alberta’s socio political landscape.
• Knowledge of internal administrative policies, processes, and practices.

Minimum recruitment standards outline the minimum education and experience required for appointment to a job classification. Refer to https://www.alberta.ca/alberta-public-service-minimum-recruitment-standards.

Notes

Term of Employment: Temporary up to 1 year.

Hours of Work: 36.25 hours per week.

Location: Edmonton.

Cover Letter: Please provide a cover letter outlining your skills, knowledge and experience as they relate to the role.

Written Assessments: Candidates may be required to complete a written assessment to further evaluate their skills, knowledge, and experience related to the role.

Any costs associated with obtaining the required documents/checks as noted or interview travel expenses will be the responsibility of the candidate. Out-of-province applicants can obtain the required documents/checks from the province they currently reside in.

Links and information on what the Government of Alberta has to offer to prospective employees:

• Working for the Alberta Public Service - https://www.alberta.ca/advantages-working-for-alberta-public-service.aspx.
• Public Service Pension Plan (PSPP) - https://www.pspp.ca.
• Alberta Public Service Benefit Information - https://www.alberta.ca/alberta-public-service-benefits.
• Professional learning and development - https://www.alberta.ca/professional-development-support-directive.
• Research Alberta Public Service Careers tool – https://researchapscareers.alberta.ca.
• Positive workplace culture and work-life balance.
• Leadership and mentorship programs.