Contact Centre Advisor

Role Responsibilities

Are you a dynamic, client-focused professional with strong problem-solving skills? Join our team and make an impact by helping Albertans access information and services related to the justice system!

As a Contact Centre Advisor with Court and Justice Services (CJS), you will use your knowledge of policies, programs, and procedures to deliver accurate information and exceptional client service experience.

Your responsibilities will include, but are not limited to:

 Screening, Assessment, and Referral

• Screen and assess each call to identify high level/preliminary client needs and provide accurate, timely information and guidance regarding programs, services, applications, and resources, in accordance with legislative, regulatory, policy, and operational requirements.
• Provide appropriate referrals to municipal, provincial, and federal government departments, assessment services, agencies, associations, courts, law enforcement bodies, and legal bodies when inquiries and/or needs fall outside CJS programs and services.

​​​​Information Service Delivery

• Provide information to the public using knowledge-based tools & decision trees.
• Respond to public inquiries through multiple contact channels, including telephone, email.
• Participate in a rotational schedule at Information Kiosks located within court locations, assisting the public who attend court and responding to general queries.

To be successful in this role, you will bring:

• Strong interpersonal skills and the ability to build effective relationships with stakeholders, colleagues, and Albertans.
• Excellent communication skills, including verbal, written, and active listening abilities.
• Strong organizational and time-management skills, with the ability to manage a high volume of work while maintaining accuracy and attention to detail.
• Proven problem-solving, research, and analytical skills.
• Sound judgment and decision-making abilities.
• Flexibility and adaptability to manage changing priorities and responsibilities in a fast-paced environment.

The Job Description is provided for further details on this position. 

APS Competencies

Competencies are behaviors that are essential to reach our goals in serving Albertans. We encourage you to have an in depth understanding of the competencies that are required for this opportunity and to be prepared to demonstrate them during the recruitment process.

• Systems Thinking -  You are aware of the branch's priorities and goals, striving to create a culture of service excellence that positively impacts the branch's ability to meet those goals.
• Creative Problem Solving - You challenge the status quo and embrace a creative and innovative approach to find solutions that ensure the most effective and efficient delivery of service.
• Agility –  You anticipate, assess, and readily adapt to changing priorities, while maintaining resilience in times of uncertainty and effectively working in a changing environment.
• Building Collaborative Environments – You lead and contribute to the conditions that promote information sharing, teamwork, and creative thinking to create outcomes that support the goals of the branch.
• Drive for Results - You have an ability to create an environment that inspires and motivates others to maintain focus on the achieving positive results for the branch.

Qualifications

Required: High School Diploma and three (3) years of related experience in a contact centre and/or customer service environment.

Equivalency: Directly related experience or education will be considered on the basis of:

• One year of experience for one year of education; or
• One year of education for one year of experience.
  
  

Assets
Preference will be given to candidates with:

• Experience in a call centre environment.
• Experience in the legal field, such as working in a law firm and/or courthouse.
• Education related to the legal field, such as Justice/Legal Studies or Criminology.
• Experience using Customer Relationship Management (CRM) software.
• Experience using legal software applications such as CASES (used by courts for civil cases) and JOIN (Justice Online Information Network).
• Experience using Microsoft Office applications, including Word and Excel.

Minimum recruitment standards outline the minimum education and experience required for appointment to a job classification.

Notes

Position Information:

• This posting will be used to fill one permanent position.
• Location: John E. Brownlee Building - 10365 97 St, NW, Edmonton.
• This position involves long periods of sitting.

Final candidates will be required to undergo a security screening.

Any costs associated with obtaining the required documents/checks as noted or interview travel expenses will be the responsibility of the candidate. Out-of-province applicants can obtain the required documents/checks from the province they currently reside in.

Links and information on what the GoA have to offer to prospective employees:

• Working for the Alberta Public Service.
• Public Service Pension Plan (PSPP) .
• Alberta Public Service Benefit Information.
• Professional learning and development.
• Research Alberta Public Service Careers tool.
• Positive workplace culture and work-life balance.