Job Posting 99549

Complaint Resolution Program Analyst
BC Housing
Vancouver & Lower Mainland
Burnaby, BC
closes in 12 days (Tue, 5 Mar)
full time  •  TBD

COMPLAINT RESOLUTION PROGRAM ANALYST - 2 POSITIONS:

$63,393.31 - $73,118.09 (Annually)

POSITION SUMMARY

Reporting to the Director, Privacy and Information Services, the Complaint Resolution Program Analyst receives and resolves complaints from applicants, tenants, and other clients dissatisfied with any level of the Commission’s customer service. He/she/they supports the Complaints Resolution Program Manager with inquiries from the Office of the Ombudsperson, Human Rights Tribunal, and in Complaints Resolution Program projects. This position assists in the development and maintenance of policies and procedures to ensure quality, fairness, accessibility, and consistency in complaints handling.

 

CANDIDATE PROFILE

The successful candidate will have the following:

EDUCATION & EXPERIENCE:

  • Diploma in Information Management, Public Administration, or other relevant discipline.
  • Sound experience in a front-line or customer service role, managing caseloads and working in a high-volume environment.
  • Or an equivalent combination of education, training, and experience acceptable to the Employer.

 KNOWLEDGE, SKILLS AND ABILITIES:

  • Working knowledge of FIPPA legislation, the Human Rights Code, the Homeowner Protection Act and other legislation that impacts the Commission’s work
  • Sound experience in interpreting and applying government legislation, policies, and directives
  • Ability to learn, understand and interpret legislation and acts and apply knowledge and interpretation in decision-making
  • Ability to learn and understand the Commission’s policies, processes, and business operations
  • Ability to communicate clearly, in both oral and written communications, and provide complex and sensitive information where there may be significant barriers to acceptance
  • Ability to develop effective trust-based working relationships with internal staff
  • Ability to be flexible and have excellent interpersonal skills
  • Ability to utilize diplomacy and tact in dealing with confidential matters
  • Ability to demonstrate patience and respect in conflict resolution, and problem-solving skills when interacting with complainants from diverse backgrounds
  • Ability to manage multiple issues and files simultaneously
  • Ability to resolve issues and make effective decisions in a fast-paced, results-oriented environment
  • Ability to work independently and in a team environment
  • Ability to build strong and trusting relationships staff at all levels of the Commission
  • Ability to analyze, investigate, and resolve complaints
  • Good conflict resolution skills
  • Good organizational and planning skills
  • Please Note: Successful applicant(s) are subject to a satisfactory criminal record search and are required to maintain Security Clearance throughout their employment.

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

 (When there is a pop up asking if you wish to view only secure items, press no)

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 www.bchousing.org/careers 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 www.bchousing.org/careers

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, Persons 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.

Apply Nowwww.bchousing.org/careers

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