Consumer Mediation Officer

Role Responsibilities

Reporting to the Team Lead, the Consumer Mediation Officer is responsible for representing and protecting the interests of Alberta's utility consumers in their dealings with government, regulators and utility companies using the utmost expert customer service skills. They will be responsible for the delivery of high-quality customer service, advice and information for client inquiries regarding natural gas and electricity retailers. They will provide basic, unbiased, answers that are easily understood by Albertans and provide information and knowledge to allow Albertans to make utility choices that work best for them. To resolve issues, the Consumer Mediation Officer may redirect callers to the appropriate ministry, agency or retailer. At all times the individual is required to keep up to date with the current legislation, policies and procedures as they relate to the UCA thereby maintaining a high level of quality service.

Additional Responsibilities include:

Consumer Support & Mediation

• Research and mediate consumer inquiries and concerns related to billing issues, energy contracts, customer service disputes, and other utility‑related matters.
• Provide courteous, timely and accurate information to Albertans regarding electricity and natural gas retailers, market structure, consumer rights, and available services.
• Assist callers in navigating the ucahelps.alberta.ca website and providing information, advice and guidance on available retailers, contracts and regulated services.
• Offer clear, accessible explanations of complex utility policies, regulations and market concepts.
• Refer callers to appropriate government departments, regulatory bodies or external agencies when issues fall outside the UCA’s mandate.
• Investigating consumer concerns and issues with concerned parties (Department of Energy, Alberta Utilities Commission, and the various energy retailers and delivery companies operating in Alberta).
• Negotiating with utilities providers to facilitate resolution of consumer concerns.
• The Consumer Mediation Officer is required to respond directly to callers throughout the province and beyond on a wide variety of UCA subjects.

Information Management & Reporting

• Log all consumer interactions, inquiries, and follow‑up actions in the ServiceNow database for statistical, reporting and trend‑analysis purposes.
• Track and analyze data to identify emerging issues, recurring questions, and potential problem areas within Alberta’s energy markets.
• Prepare reports, summaries and statistical updates to support internal decision‑making and regulatory processes.
• Develop and maintain an extensive knowledge base in order to respond to inquiries.
• Maintain an extensive and up‑to‑date knowledge base of Alberta’s electricity and natural gas markets, utility regulations, and consumer protection policies.

Role Responsibilities (Cont'd)

Collaboration, Consultation & Continuous Improvement

• Analyze data to identify trends and frequently asked questions.
• Identify and prepare responses and strategies to address issues.
• Share knowledge, insights and technical expertise with colleagues, including updates on programs, market changes and telephony applications.
• Provide recommendations to the Team Lead regarding enhancements to policies, procedures and operational protocols.
• Collaborate with teammates to problem‑solve complex or urgent consumer issues and ensure consistent messaging across all communication channels.

Stakeholder Engagement & Regulatory Support

• Communicate with government departments, the Alberta Utilities Commission, energy retailers and distributors to gather information, clarify issues and support mediation activities.
• Exchange information with stakeholders to resolve disputes, research opportunities and support regulatory proceedings.
• Ensure that information gathered through mediation activities is accurately documented and available to support the regulatory team.

Independent Decision‑Making & Professional Judgment

• Exercise sound judgment when advising consumers on their rights and responsibilities with respect to natural gas and electricity providers.
• Apply problem‑solving techniques and creativity to assist callers in navigating complex or unique situations.
• Adapt communication style to ensure complex information is conveyed in a clear, simple and understandable manner.
• Work independently to manage caseloads, make informed decisions and maintain high service standards.

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 understanding competencies:

https://www.alberta.ca/system/files/custom_downloaded_images/psc-alberta-public-service-competency-model.pdf.

Creative Problem Solving: The industry can change quickly and in response to media and public influence. The agent must have the ability to respond to in new ways to a variety of questions and consumer types.

Systems Thinking: Consumers are often confused or angry about how the system works. Agent needs to be able to explain how the different parts of government work together to form answers. They also need to know where to redirect people within government for concerns outside of the department mandate.

Drive for Results: Constantly striving to have positive outcomes, even in challenging scenarios, so the majority of Albertans will continue to utilize the UCA services.

Qualifications

Two-year diploma in a related field; no experience required; or equivalent as described below.

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.

Required Experience:

• Customer Service experience.

Assets:

• Experience with natural gas or electricity industry.
• Experience with customer service and front-line service.

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

Hours of Work:

• 8:15 am to 4:30 pm.
• 36.25 hours per week (full-time) Monday to Friday.

Term of Employment:

• Permanent.

Location:

• Edmonton.

In your resume, please include dates (including months and years) associated with all education and work experience. For example, January 2006 – June 2009 (part-time). This example is provided for illustrative purposes only. Applicants are encouraged to present their information clearly and thoroughly, using a format that best conveys their experience.

Cover letter is Preferred.

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 GoA have 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.