Address
Form of work
SalaryThe Office of the Public Guardian and Trustee (OPGT) delivers a unique and diverse range of services that safeguard the legal and financial interests of private individuals and estates. This is an opportunity to work in a rewarding role providing services to clients who are incapable of making decisions regarding personal finances, property or health. It offers a challenging opportunity for individuals skilled in providing excellent customer service when explaining comprehensive information on a range of services and who wants to make a difference in the day-to-day lives of our vulnerable clients. As part of our team, you will receive, respond to or redirect inquiries all while maintaining quality customer service standards. If you are an excellent communicator and enjoy working in a fast-paced, team driven environment, then a career in the OPGT Contact Center may be for you!
Please note:The work location will be be determined based on the successful candidate and can be located at any of the following:
We are committed to build a workforce that reflects the communities we serve and to promote a diverse, anti-racist, inclusive, accessible, merit-based, respectful and equitable workplace.
We invite all interested individuals to apply and encourage applications from people with disabilities, Indigenous, Black, and racialized individuals, as well as people from a diversity of ethnic and cultural origins, sexual orientations, gender identities and expressions.
Visit the OPS Anti-Racism Policy and the OPS Diversity and Inclusion Blueprint pages to learn more about the OPS commitment to advance racial equity, accessibility, diversity, and inclusion in the public service.
We offer employment accommodation across the recruitment process and all aspects of employment consistent with the requirements of Ontario's Human Rights Code. Refer to the "How to apply" section if you require a disability-related accommodation.
Please note:The work location will be be determined based on the successful candidate and can be located at any of the following:
- 80 Dundas Street, London
- 119 King Street West, Hamilton
- 351 Preston Street, Ottawa
- 199 Larch Street, Sudbury
- 189 Red River Road, Thunder Bay
- 595 Bay Street, Toronto
OPS Commitment to Diversity, Inclusion, Accessibility, and Anti-Racism:
We are committed to build a workforce that reflects the communities we serve and to promote a diverse, anti-racist, inclusive, accessible, merit-based, respectful and equitable workplace.We invite all interested individuals to apply and encourage applications from people with disabilities, Indigenous, Black, and racialized individuals, as well as people from a diversity of ethnic and cultural origins, sexual orientations, gender identities and expressions.
Visit the OPS Anti-Racism Policy and the OPS Diversity and Inclusion Blueprint pages to learn more about the OPS commitment to advance racial equity, accessibility, diversity, and inclusion in the public service.
We offer employment accommodation across the recruitment process and all aspects of employment consistent with the requirements of Ontario's Human Rights Code. Refer to the "How to apply" section if you require a disability-related accommodation.
What can I expect to do in this role?
You will:- provide clear verbal communications to diverse public callers, clients and stakeholders and explain OPGT's role to clients, family members and caregivers
- actively listen and probe to determine the nature and complexity of the enquiry and appropriate course of action
- apply professionalism, compassion and quality service standards to every interaction
- proactively provide guidance and support to clients in completing forms, navigating self-service systems, and in accessing data and information
How do I qualify?
Customer Service and Interpersonal Skills:
- You have customer service experience responding to inquiries, providing accurate information and resolving customer issues in a high-volume environment
- You have interpersonal skills to interact with the public and to collaborate in a team driven environment to ensure that operational requirements are being met
- You can respond to upset clients and handle difficult situations with tact and diplomacy
- You can effectively adapt services to meet the varying needs of customers
- You have good listening skills and are able to find solutions to problems
- You are able to communicate with staff and clients well both in writing and verbally
- You can explain and interpret legal procedures, legislation and regulations
- You can provide information in plain language over the phone, in writing or in person
Research, Analysis and Problem Solving Skills:
- You have demonstrated ability to reference, research and apply relevant legislation, regulations and guidelines (e.g. where applicable, Freedom of Information and Privacy Act, Substitute Decisions Act, Mental Health Act) in order to provide accurate and complete information to the public
- You can effectively probe for information, assess situations and determine the underlying needs of the customer beyond those that may have been initially expressed
- You have knowledge of research and information gathering methods
- You have sound judgment and interpretative skills to determine the nature of the enquiry and needs of the client
Communication Skills:
- You are a clear, concise oral communicator and have experience providing detailed explanations of programs, services or procedures to customers
- You have experience providing written responses to customers' requests for information
- You have experience applying effective telephone techniques, customer service principles and quality standards when dealing with diverse inquiries and client groups
Technical Knowledge:
- You have the ability to acquire and apply knowledge of government services and programs
Computer Skills:
- You are proficient with word processing, spreadsheet, database, email and internet applications
- You have the ability to work in a fully automated environment using on-line database various Windows based computer applications
- You have experience using computers (i.e. Intranet, Internet, databases, and electronic manuals) to research, retrieve and summarize information
Additional Information:
Address:
- 1 English Temporary, duration up to 12 months, 80 Dundas St, London, West Region or 119 King St W, Hamilton, West Region or 351 Preston St, Ottawa, East Region or 199 Larch St, Sudbury, North Region or 189 Red River Rd, Thunder Bay, North Region or 595 Bay St, Toronto, Toronto Region, Criminal Record and Judicial Matters Check, Credit History Check
Compensation Group:
Ontario Public Service Employees Union
Understanding the job ad - definitions
Schedule:3.7
Category:
Customer and Client Services
Posted on:
Tuesday, February 13, 2024
Note:
- In accordance with the Ontario Public Service (OPS), Employment Screening Checks Policy (ESCP), the top candidate(s) may be required to undergo a security screening check. Refer to the above to determine the screening checks that are required for this position.
Required security screening checks along with your written consent, will be sent to the Transition and Security Office (TSO), Corporate Talent Programs Branch, Talent and Leadership Division to evaluate the results. If applicable, the TSO, with your written consent, will request and obtain any additional employment screening checks that were not obtained directly by you.
A record under the Criminal Code and/or other federal offence record(s) does not automatically mean you will be ineligible for the position. The employment screening check(s) will only be reviewed and evaluated by the TSO for the purpose of making a security clearance decision. The details of an individual's employment screening check(s) will be considered in specific relation to the duties and responsibilities of the position being filled. Employment screening check records will be maintained by the TSO and kept strictly confidential. - N-AG-211502/24
