The Office of the Public Guardian and Trustee (OPGT) delivers a unique and diverse range of services that safeguard the legal and financial interests of private individuals and estates. This is an opportunity to work in a rewarding role providing services to clients who are incapable of making decisions regarding personal finances, property or health. It offers a challenging opportunity for individuals skilled in providing excellent customer service when explaining comprehensive information on a range of services and who wants to make a difference in the day-to-day lives of our vulnerable clients. As part of our team, you will receive, respond to or redirect inquiries all while maintaining quality customer service standards. If you are an excellent communicator and enjoy working in a fast-paced, team driven environment, then a career in the OPGT Contact Center may be for you!
About the job
You will:
• provide clear verbal communications to diverse public callers, clients and stakeholders and explain OPGT's role to clients, family members and caregivers
• actively listen and probe to determine the nature and complexity of the enquiry and appropriate course of action
• apply professionalism, compassion and quality service standards to every interaction
• proactively provide guidance and support to clients in completing forms, navigating self-service systems, and in accessing data and information
What you bring to the team
Customer Service and Interpersonal Skills:
• You have customer service experience responding to inquiries, providing accurate information and resolving customer issues in a high-volume environment
• You have interpersonal skills to interact with the public and to collaborate in a team driven environment to ensure that operational requirements are being met
• You can respond to upset clients and handle difficult situations with tact and diplomacy
• You can effectively adapt services to meet the varying needs of customers
• You have good listening skills and are able to find solutions to problems
• You are able to communicate with staff and clients well both in writing and verbally
• You can explain and interpret legal procedures, legislation and regulations
• You can provide information in plain language over the phone, in writing or in person
Research, Analysis and Problem Solving Skills:
• You have demonstrated ability to reference, research and apply relevant legislation, regulations and guidelines (e.g. where applicable, Freedom of Information and Privacy Act, Substitute Decisions Act, Mental Health Act) in order to provide accurate and complete information to the public
• You can effectively probe for information, assess situations and determine the underlying needs of the customer beyond those that may have been initially expressed
• You have knowledge of research and information gathering methods
• You have sound judgment and interpretative skills to determine the nature of the enquiry and needs of the client
Communication Skills:
• You are a clear, concise oral communicator and have experience providing detailed explanations of programs, services or procedures to customers
• You have experience providing written responses to customers' requests for information
• You have experience applying effective telephone techniques, customer service principles and quality standards when dealing with diverse inquiries and client groups
Technical Knowledge:
• You have the ability to acquire and apply knowledge of government services and programs
Computer Skills:
• You are proficient with word processing, spreadsheet, database, email and internet applications
• You have the ability to work in a fully automated environment using on-line database various Windows based computer applications
• You have experience using computers (i.e. Intranet, Internet, databases, and electronic manuals) to research, retrieve and summarize information
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 application instructions below if you require a disability-related accommodation.