Client Service Officer

Your dedication to customer service excellence and quality service standards combined with your highly developed administrative skills makes you the ideal candidate for this opportunity with the Ministry of Labour, training and skills Development, Organizational and Business Excellence Branch. In this challenging position you will provide advice and interpretation to clients regarding a full range of community-based employment programs and services available across Ontario. You will also conduct research, prepare correspondence and respond to complex client enquiries.

PLEASE NOTE: This competition may be used to fill additional future vacancies.

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?

Working in a high volume, multi-faceted, integrated provincial Employment Ontario Contact Centre (EOCC), you will:

• respond to a large volume of enquiries received by telephone, e-mail, correspondence, social network, chat, short message service, in-person, web, fax, website inquiries
• provide advice, guidance, consultation and application support to callers on employment and training related programs and services
• refer clients to appropriate community partners, credential evaluation services or other relevant resources
• coordinate job posting services for a broad range of employers across the province
• identify and assess employer or job content issues and problems and respond to complaints
• lead individual and group discussions on Employment Ontario programs and services
• assess and investigate unusual requests and follow up verbally or in writing with the client to provide specific information or guidance
• research and prepare correspondence in response to public enquiries
• participate on committees and special projects

How do I qualify?

Specialized knowledge and skills:

• You have work experience providing information and advice and referrals to a large number of people through various channels, including phone, e-mail and live Chat,
• You have the ability to learn and provide information about Ontario's Employment and Training programs and services (e.g. apprenticeship programs, employment benefit and support measures, grant programs, literacy and basic skills training, job search).
• You have knowledge of industry-accepted contact centre strategies, tools, techniques and standards.

Investigative skills:

• You have proven Investigative skills to respond to unusual requests by conducting internal and online research and contacting appropriate areas and organizations for information.

Communications and interpersonal skills:

• You have highly developed interpersonal skills to tactfully interview people with widely varying cultural/educational/linguistic backgrounds to clarify, assess their situation, circumstances and meet individual needs/goals.
• You have superior communication skills to explain and interpret complex legislative provisions, policies, procedures, benefits and criteria.

Analytical, reasoning, judgement and evaluative skills:

• You can work within a framework of policies, directives, legislation and program guidelines and exercise judgement and decision-making ability to assess inquiries to determine needs and appropriate responses.
• You can assess situations and provide appropriate referrals, as well as approve/refuse job postings on the Ontario Job Bank website.

Technical knowledge and skills:

• You have the ability to obtain thorough knowledge of provisions, intent and practical applications of relevant provincial and federal legislation, policies, procedures, standards, programs and delivery systems of ministry Employment and Training programs and services.

Other important skills:

• You can provide orientation and support to Client Service Officer colleagues, including new hires.