Job Title: Contact Centre Representative - Bilingual (English/French)Be the Voice That Makes a Difference—Support Ontario's Most Vulnerable
About Us:The Office of the Public Guardian and Trustee (OPGT) helps protect people who can't make decisions about their money, property, or personal care. In this job, you'll be part of a team that answers questions, gives information, and supports clients and their families. If you want to make a real difference through your work, and you're a skilled communicator who enjoys helping others, we'd love to hear from you.
Learn how the Office of the Public Guardian and Trustee protects the rights, finances, and well-being of Ontarians and their estates.Please note:• depending on the successful candidate this position can work from any one of the posted work locations
• this position has flexible work arrangements that allow you to work 2 days a week from home and 3 days a week in office.
About the job
In this position, you will:
• talk to clients, families, and caregivers to explain OPGT programs and services
• communicate regularly with individuals and groups connected to the work, including vendors, support staff, and health care providers
• listen carefully to understand each caller's needs and next steps
• provide respectful, helpful service with care and professionalism
• help clients fill out forms, use online tools, and find the right information
What you bring to the team
An exceptional Contact Centre Representative must have:
• Customer focus to listen, answer questions, find solutions and explain information using plain language
• Patience and empathy to assist sensitive client situations professionally every time
• Thinking skills to probe for information, assess situations, and determine the underlying needs of the customer/client beyond those that may have been initially expressed
• Effective communication to explain and interpret legal procedures, legislation and regulations information in plain language over the phone, in writing or in person
• Interpersonal skills to adapt to different needs, handle difficult situations with care, and work well with others in a team setting
• Judgment skills to determine the nature of the inquiry and needs of the client and take appropriate action
• Computer proficiency to work in a fully automated environment using on-line database and various Windows based computer applications (i.e., word processing, spreadsheet, database, email and internet) with good research skills to access electronic manuals to retrieve and summarize information efficiently for clients
Mandatory:
• You must possess oral and written French language skills at the advanced level and your proficiency level will be confirmed before hire.
Don't meet every qualification?
If you are excited about this position and meet most, but not all, of the listed qualifications, please still consider applying. We recognize that no one person might have every qualification in this job ad, and you just might be the right candidate!
The Ontario Public Service (OPS) is one of Ontario's largest employers. Employees work for 29 ministries, with offices in more than 70 cities across the province.The OPS offers: • a career that can grow across ministries and job functions
• flexible learning and developmental opportunities, including education and mentorship programs
• many employee networks offering support for and education about underrepresented groups
Why did I become a Public Servant
How we support diversity, inclusion and accessibility
We are building an inclusive workforce that reflects the communities we serve. We encourage everyone interested in working with us to apply, including people with disabilities, Indigenous, Black and racialized individuals, as well as people from all ethnicities, cultures, sexual orientations, gender identities and gender expressions.
Our hiring process is accessible, consistent with Ontario's
Human Rights Code and the
Accessibility for Ontarians with Disabilities Act, 2005. We are working to prevent and remove barriers in our hiring processes and can offer
accommodation to address specific needs related to Code-protected grounds such as disability, family status and religion. For more information about accommodation during the hiring process please
contact us.Learn more about the work the OPS is doing to create an inclusive, anti-racist, accessible and diverse workplace: