Role Responsibilities

The Utilities Consumer Advocate Branch is seeking a Consumer Mediation Officer that will be responsible for representing and protecting the interests of Alberta's utility consumers in their dealings with government, regulators, and utility companies. 

The Consumer Mediation Officer is responsible for the delivery of high-quality customer service, advice and information for client inquiries regarding natural gas and electricity retailers. This position ensures consistent messages and information about the restructured energy markets is provided to Albertans across all lines of contact and mediates the resolution of consumer concerns. 

Reporting to the Team Lead, the Consumer Mediation Officer will amongst other things be responsible for:
 

• Responding to customer inquiries and concerns relating to energy options, billing, contracts, and customer service. 
• Representing and protecting the interests of Alberta’s utility consumers in their dealings with government, regulators, and utility companies.
• Conducting the necessary research to facilitate a satisfactory resolution with the parties involved and educating consumers about their options in the evolving energy industry. 
• Tracking the inquiries and identify issues and trends- The UCA receives over 40,000 inquiries annually – most of them by telephone.

The successful candidate who will directly interface with consumers, should possess excellent communication skills, sound judgement, able to work in fast paced situations and must be able to negotiate resolutions with minimal supervision.

If this is the service-oriented role you have been looking for, do not hesitate to apply today!

Please click on this link to view the job description for 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.
 

• Agility: This role will need to remain aware of changing government priorities/policies to ensure provision of accurate results. Must think pro-actively and readily adapt leading practices into everyday.
   
• Drive for Results: This role requires working with the team to set goals and priorities and to deliver outcomes that are consistent with the direction of the department.
   
• Build Collaborative Environments: This position liaises with business units, client ministries and contracted services ensuring business goals and client requirements are fulfilled.
   
• Creative Problem Solving: This role must be able to access appropriate resources quickly and ensure timely and accurate responses. Must be able to liaise with the right people to understand inquiries and find solutions to consumer needs.

This link will assist you with understanding competencies: https://www.alberta.ca/system/files/custom_downloaded_images/psc-alberta-public-service-competency-model.pdf.

Qualifications

Two-year diploma in a related field; no experience required; or equivalent as described below. 

Equivalency: Directly related experience or education considered based on one year of experience for one year of education or one year of education for one year of experience.
 

The following are considered assets to this position:
 

• Possession of a University degree.
• Experience with customer service and front-line service.
• Experience in a government and/or utility environment.
• Knowledge of computer information systems, software applicable to word processing and spreadsheets, information management.
   

Minimum recruitment standards outline the minimum education and experience required for appointment to a job classification. Refer to https://www.alberta.ca/alberta-public-service-minimum-recruitment-standards.

Notes

Term of Employment: This vacancy seeks to fill one permanent, full-time position.

Hours of Work:

• 7.25 daily hours
• 36.25 weekly hours
• 8:15AM to 4:30PM (Monday to Friday)

Location: John E. Brownlee Building, Edmonton, AB 

In your resume, please include dates (including months and years) associated with all education and work experience. As well, please indicate whether your work experience is casual, part-time, or full-time. For example, January 15, 2006 - June 25, 2009: Assistant (PT three 8 hrs. shifts/week).

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 has to offer to prospective employees:
 

• Working for the Alberta Public Service - https://www.alberta.ca/advantages-working-for-alberta-public-service.aspx.
• Public Service Pension Plan (PSPP) - https://www.pspp.ca.
• Alberta Public Service Benefit Information - https://www.alberta.ca/alberta-public-service-benefits.
• Professional learning and development - https://www.alberta.ca/professional-development-support-directive.
• Research Alberta Public Service Careers tool – https://researchapscareers.alberta.ca.
• Positive workplace culture and work-life balance
• Opportunity to participate in flexible work arrangements such as working from home up to two days per week and modified work schedule agreement.
• Leadership and mentorship programs