Address
Form of work
SalaryJob Level: RE-03 $50,375 to $63,754
Closing Date: 05/02/24
INFORMATION OFFICER, CONTACT CENTRE
The Public, Legal and Corporate Affairs Branch is looking for an Information Officer for an indeterminate position. The position is classified as a RÉ-03 ($50,375 to $63,754 per annum). Salary under review.
ABOUT US
The National Capital Commission (NCC) is the federal Crown corporation dedicated to ensuring that Canada’s Capital is a dynamic and inspiring source of pride for all Canadians and a legacy for generations to come. Building on more than a century of experience, the NCC provides unique value in the Capital Region by fulfilling three specific roles: long-term planner of federal lands, principal steward of nationally significant public places, and creative partner committed to excellence in development and conservation.
Year after year, the NCC has been recognized as one of National Capital Region’s top employers. NCC employees can deploy to departments and separate agencies in accordance with the Public Service Employment Act.
JOB OVERVIEW
Reporting to the Supervisor, Contact Centre, you will provide front-line information services in response to public inquiries, comments and complaints on a wide variety of topics ranging from corporate related matters, NCC events, services, programs and facilities. You will respond to the NCC’s Emergency Line for urgent health and safety matters, maintenance and wildlife issues, as well as provide dispatch support by CB radio to various stakeholders. You will assist in the update of the Contact Centre’s databases and other reference tools, maintain accurate records of all incoming requests, and work co-operatively with other internal teams.
ESSENTIAL QUALIFICATIONS:
EDUCATION
Successful completion of a secondary school diploma.
One to three years of experience in a CONTACT CENTRE or a client service-related position; and in the following areas;
- Responding to public or internal enquiries by phone and in writing.
- Preparing written correspondence in both official languages.
- Dealing with complaints, providing advice and guidance to clients and using appropriate resources to provide detailed responses.
- Collecting and inputting data, editing text and researching information.
- Of telephone protocols and e-mail correspondence etiquette.
- Of information management systems and databases, more specifically Client Relationship Management Systems and email management software.
- To communicate effectively orally and in writing, in both official languages.
- To handle multiple requests promptly and efficiently under tight deadlines, frequent interruptions, and distractions.
- To use various probing techniques to identify and analyze the needs of the clients.
- To deal with difficult, high stress situations calmly, promptly and efficiently.
- To follow and apply established policies, procedures and directives.
- To work collaboratively with multidisciplinary teams and independently with minimum supervision.
- To remain abreast of new and changing procedures as well as information about plans, projects, programs, services and activities that are of public interest.
- Demonstrating Integrity and Respect Civility and Well-Being
- Thinking things through - Innovating through analysis and ideas;
- Working Effectively with Others – Relationships and Trust Building;
- Showing Initiative and Being Action-Oriented – Getting Things Done
- Prior experience in an inbound, government client-service CONTACT CENTRE.
- Knowledge of telephone systems and/or softphone software used to manage and distribute incoming calls.
- Certifications in the field of customer/client service.
- Possess or eligible to obtain Reliability security clearance.
- Linguistic profile: Bilingual CCC.
- Position is in the National Capital Region. The person selected for this position must reside within a commutable distance from the workplace at 40 Elgin Street, Ottawa, Ontario.
- The National Capital Commission offers a hybrid and flexible work environment, all employees are currently asked to work on-site at least two (2) days per week.
The NCC is committed to establishing and maintaining a representative workforce. Qualified applicants who self-declare as members of a visible minority group, Indigenous peoples, persons with disabilities and/or women may be selected for appointment to fulfill organizational needs.
The NCC is also committed to developing inclusive, barrier-free selection processes and work environments. If contacted regarding this competition, please advise the Human Resources representative of the accommodation measures which must be taken to enable you to be assessed in a fair and equitable manner. If you require additional information on the position or if you are experiencing technical difficulties, please contact us at hr.recruitment@ncc-ccn.ca.
Hearing impaired and speech impaired persons can contact us through a Teletype Device (TTY) at (613) 239-5090 or 1-866-661-3530 (toll free).
Please take note that only selected candidates will be contacted.
