Job Posting 99408

Complaints Resolution Program Manager
BC Housing
Vancouver & Lower Mainland
closes in 6 days (Thu, 29 Feb)
full time  •  TBD


($84,795 - $99,759 Annually)


Reporting to the Director, Privacy and Information Services, the Complaints Resolution Program Manager oversees the receipt and resolution of complaints from applicants, tenants and other clients dissatisfied with any level of the Commission’s customer service.  He/she/they also serves as the Commission’s liaison with the Office of the Ombudsperson; chairs the Complaints Resolution Committee and HAFI Appeal Committee, represents the Commission at Human Rights Tribunals, participates in the development of Privacy and Freedom of Information Programs as required.


The successful candidate will have the following:


  • Bachelor’s degree in a related discipline.
  • Considerable related experience in managing complaint resolution processes for a diverse public sector organization, including experience in dealing with issues and managing relationships with the Office of the Ombudsperson and Human Rights Tribunal, and in serving as Chair of complaint review and appeal committees.
  • Or an equivalent combination of education, training and experience acceptable to the Employer.


  • General knowledge of the FIPPA legislation; the Human Rights Code; the Homeowner Protection Act and other legislation that impacts the Commission’s work (such as the Residential Tenancy Act, the Cooperative Association Act, etc).
  • Ability to learn and understand the Commission’s business operations.
  • Ability to plan and manage the development and implementation of a complaint resolution program in accordance with legislation and business requirements.
  • Ability to chair review and appeal committees.
  • Ability to communicate clearly, in both spoken and written communications, and provide complex and sensitive information where there may be significant barriers to acceptance.
  • Ability to be flexible and have excellent interpersonal skills.
  • Ability to analyze and solve issues and make effective decisions in a results-oriented environment.
  • Ability to build strong and trusting relationships with Executive, managers and staff of the Commission, the Office of the Ombudsperson, the Human Rights Tribunal and other government agencies.
  • Ability to maintain confidentiality, utilize diplomacy and tact in dealing with confidential matters.
  • Ability to lead, coach and motivate staff in a team setting.
  • Effective negotiation, conflict resolution, problem solving and consensus building skills.
  • Effective organizational, planning and project management skills.
  • Effective leadership, communication, presentation and interpersonal skills.

Indigenous candidates are welcome to connect with an Indigenous team member in our organization to discuss the recruitment process and our workplace, please contact  to arrange a call.

How to Apply:

Please review the attached job description for a complete list of duties, qualifications and competencies.  To be considered for this competition, applicants must submit a cover letter and resume clearly identifying how they meet the qualifications necessary for this position.  This information will be used as part of the selection process.

Your cover letter and resume should be submitted as one document in your profile when applying for this position. Please add your cover letter to your resume and submit both documents as your resume.


Please review the Job Description prior to applying

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As part of the application process, you will be prompted to fill out a questionnaire which must be completed in order for your application to be considered. Please allot up to 5 minutes to fill it out after submitting your resume and cover letter as one single document.

Only applications submitted using the Online Recruitment System at will be accepted

If you are passionate about what you do and want to use your expertise to engage in a meaningful and challenging work, please apply to join our team today at

At BC Housing, we're committed to providing a healthy, safe and inclusive workplace where respect and diversity are recognized assets. We invite and welcome applications from women, visible minorities, Indigenous Peoples, People with Disabilities and Disabled People, persons of all sexual orientations and gender identities, and all people committed to meaningful work that makes a difference.  We are committed to providing an inclusive and barrier-free work environment, starting with the hiring process. If you require accommodations at any point during the application and hiring process, please contact .

We didn’t become one of BC’s Top Employers and one of Canada’s Greenest Employers without a lot of thought, care and consideration for our team and environment. Our supportive and collaborative workplace balances engaging and challenging work with personal development and wellness initiatives.


Have questions/issues about the application process? Please see our FAQ’s for some useful information.

Please Note: is not affiliated with and in no way endorses or vets the organization that posted this job. Any links posted within the job will take you to their external site where the same disclaimer applies.

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