Complaint Coordination Agent

The Ombudsman Office of the City of Laval aims to assist citizens who contact the ombudsman to examine their disputes with the City of Laval. This mission also includes improving services.

Under the supervision of the Ombudsman of the City of Laval (OdL), you will participate in the smooth operation of the complaint handling process or citizen requests, in addition to supporting the OdL team in the daily administrative activities of the Office and significantly contributing to ongoing operations and various operational projects.

As a complaint coordination agent, you will respond to calls, welcome, direct, and assist citizens in their procedures. You will also assist the OdL team in managing files.

In collaboration with the Operations, Administration, and Process Manager, you will manage current and confidential correspondence, take necessary actions regarding their receipt and transmission, determine their admissibility, processing priority, and ensure follow-up. You will enter files, conduct preliminary analysis, and present files to the team.

• Hold a bachelor's degree in administration or another relevant field;
• Have two (2) to five (5) years of relevant experience in a field related to customer service, conflict resolution, complaint handling, or another related area;
• Have an excellent command of French and English, both spoken and written;
• Advanced computer skills: Office 365 Suite (Outlook, Word, Excel, PowerPoint) and versatility in using various information technologies (data management applications, websites, social media).

Choosing the City of Laval means joining the third largest city in Quebec, in an environment where your leadership and influence can truly make a difference. It also offers the opportunity to grow within a human, committed, and passionate team for public service.

For this position, we offer competitive working conditions and benefits:

• Vacation weeks based on experience;
• 16.5 public holidays per year including several days off during the holiday season;
• Comprehensive group insurance;
• Defined benefit pension plan;
• Hybrid working mode;
• Work location easily accessible with free parking;
• Employee Assistance Program (EAP);
• Priority access to a CPE daycare.