Contact Centre Advisor

Role Responsibilities

Are you a dynamic and client-focused individual with excellent problem-solving skills? Join us and make a difference by delivering exceptional experiences to Albertans seeking information related to the justice system! 

As a Contact Centre Advisor for the Court and Justice Services (CJS), you will apply your knowledge of policies and program rules to ensure a seamless client service experience.

Your role will involve, but is not limited to:

SCREENING, ASSESSMENT & REFERRAL 
 

• Screen and assess each call to identify high level/preliminary client needs, providing accurate and timely information and guidance pertaining to programs and services, as well as related legislative, regulatory, policy, and operational guidelines, including associated applications and resources as appropriate.
• Provide appropriate referrals to municipal, provincial, and federal government departments, assessment services, agencies, associations, courts, law enforcement bodies, and legal bodies when inquiries and/or needs do not pertain to CJS programs and services.
   

INFORMATION SERVICE DELIVERY 
 

• Provide information to the public utilizing knowledge-based tools & decision trees. 
• Respond to public enquiries in person and through multiple contact channels (telephone and email).
• Participate in a rotational schedule within the Information Kiosk located in the court locations, assisting the public who attend court and answering general queries.
   

To be successful in this role, you will bring: 
 

• The ability to communicate and build relations with stakeholders, staff, Albertans, and collaborators.
• Strong communication skills, including oral, written, and active listening.
• Excellent organizational skills to manage the volume and complexity of the work in a detail-oriented manner.
• Problem-solving & research skills.
• Analytical and decision-making skills.
• Exceptional keyboarding skills and operating computer systems.
• The ability to be flexible and dynamic to accommodate changing tasks and roles in a fast-paced environment.
   

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.

In this role, you will contribute to our team by demonstrating the following behavioral competencies:
 

• AGILITY: You take advantage of opportunities to change how work is done to better anticipate obstacles and improve service. Additionally, you proactively seek advice and support when priorities change to appropriately assess, prioritize, and meet changing demands. 
   
• SYSTEMS THINKING: You consider the inter-relationships among different aspects of an approach including how they relate to other programs or areas. 
   
• DEVELOP NETWORKS: You identify key stakeholder contacts in the organization with whom a relationship must be established. Additionally, you influence others by considering the meaning of what is being said, the environment and how the information is being presented.
   
• BUILD COLLABORATIVE ENVIRONMENTS: You lead and contribute to the conditions and environments that allow people to work collaboratively and productively to achieve outcomes.
   
• CREATIVE PROBLEM SOLVING: You collect a breadth of data and variety of perspectives to make a choice between potential solutions and evaluate how effective the solution will be. 
   
• DRIVE FOR RESULTS: You determine what outcomes are important and maximize the use of resources to achieve results that are aligned with the goals of the organization, while maintaining accountability to each other and all stakeholders.
   
• DEVELOP SELF AND OTHERS: You take initiative to stay current on a broad range of topics with new approaches and/or technologies that may impact your work. Additionally, you continually expand your knowledge and contribute to team learning by sharing information.

Qualifications

Required: High School Diploma and at least three (3) years of related experience in a contact centre and/or a customer service environment. Examples of customer service settings that will be considered related include hospitality, telecommunications, etc. 

Equivalency: Directly related experience or education will be considered on the basis of one year of experience for one year of education or one year of education for one year of experience.

Assets
Preference will be given to candidates with:

• Experience in a call center environment.
• Experience in the legal field, such as working for a law firm and/or courthouse. 
• Related education in the legal field, such as Justice Studies, Criminology, etc. 
• Experience with Customer Relationship Management (CRM) applications.
• Experience with legal related software such as CASES (used by courts for civil cases) and JOIN (Justice Online Information Network). 
• Experience with Microsoft Office applications, including Word and Excel.

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

Position Information:

• This posting will be used to fill one temporary, part-time position, with an end date of February 27, 2026. 
• Location: John E. Brownlee Building, Edmonton.
• This position involves heavy lifting of boxes up to 25 lbs., as well as long periods of standing or sitting.
   

Final candidates will be required to undergo a security screening.

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.