We are looking for a strategic and adaptable professional who can navigate complex situations and deliver sound outcomes. You must bring strong judgment, resilience, and the ability to collaborate effectively in a fast-paced environment.
Reporting to the Manager, Complaints Unit, the Complaints Officer is a supervisory contact who manages divisional complaints, incidents and related correspondence under the Continuing Care Act (CCA). The role triages, profiles, and resolves external stakeholder complaints related to alleged contraventions of the Act, its regulations, and standards, working independently while collaborating with subject matter experts on complex files. The position also supports external communications by responding to complaints and ensuring consistent, effective approaches with internal stakeholders.
Overseeing a team of Intake Officers, the Complaints Officer monitors trends, flags emerging issues, and ensures accurate profiling to support reporting. Using data insights, the role informs improvements to complaint policies and processes, anticipates pressures, and contributes to proactive strategies. Working in a high-pressure environment, the position provides timely, accurate advice and collaborates across teams to ensure clear and accurate reporting on operations and issues.
Your responsibilities in this role will include, but will not be limited to:
- Acting as the primary point of contact for incoming complaints, ensuring timely, appropriate responses and overall file management.
- Assessing the nature, severity, and complexity of complaints using evaluation tools and contributing to improvements in assessment methods.
- Overseeing Intake Officers’ work, monitoring call quality, and ensuring complaints are handled accurately and consistently.
- Triaging complaints, identifying cases for expedited handling, and referring matters to appropriate authorities when required.
- Maintaining accurate data in complaint tracking systems, ensuring completeness and reliability for reporting and analysis.
- Reviewing and verifying documentation, managing complaint files end-to-end, and ensuring proper follow-up and resolution.
- Collaborating with program areas and subject matter experts on complex files, ensuring alignment and quality of communications.
- Identifying trends and systemic issues, contributing to the development and improvement of complaint policies and processes.
- Using de-escalation, conflict resolution, and relationship-building techniques to manage interactions with complainants.
- Supporting issue management by contributing to briefings, leadership updates, and responses to sensitive or high-risk matters.
