Contact Centre Advisor

Role Responsibilities

Are you a dynamic, client-focused professional with strong problem-solving skills? Join our team and make an impact by helping Albertans access information and services related to the justice system!

As a Contact Centre Advisor with Court and Justice Services (CJS), you will use your knowledge of policies, programs, and procedures to deliver accurate information and exceptional client service experiences.

Your responsibilities will include, but are not limited to:

Screening, Assessment, and Referral

• Screen and assess each call to identify high level/preliminary client needs and provide accurate, timely information and guidance regarding programs, services, applications, and resources, in accordance with legislative, regulatory, policy, and operational requirements.
• 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 fall outside CJS programs and services.
  
  

Information Service Delivery

• Provide information to the public using knowledge-based tools & decision trees. 
• Respond to public inquiries through multiple contact channels, including telephone, email, and in-person.
• Participate in a rotational schedule at Information Kiosks located within court locations, assisting the public who attend court and responding to general queries.
  
  

To be successful in this role, you will bring:

• Strong interpersonal skills and the ability to build effective relationships with stakeholders, colleagues, and Albertans.
• Excellent communication skills, including verbal, written, and active listening abilities.
• Strong organizational and time-management skills, with the ability to manage a high volume of work while maintaining accuracy and attention to detail.
• Proven problem-solving, research, and analytical skills.
• Sound judgment and decision-making abilities.
• Flexibility and adaptability to manage changing priorities and responsibilities 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.
• 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 three (3) years of related experience in a contact centre and/or customer service environment.

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 centre environment.
• Experience in the legal field, such as working in a law firm and/or courthouse. 
• Education related to the legal field, such as Justice/Legal Studies or Criminology. 
• Experience using Customer Relationship Management (CRM) software.
• Experience using legal software applications such as CASES (used by courts for civil cases) and JOIN (Justice Online Information Network). 
• Experience using 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, full-time position ending in January 2027. Additional temporary vacancies are anticipated beginning in October 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.