Complaints Resolution Advisor

Job Information
Job Title: Complaints Resolution Advisor 
Job Requisition ID: 86465
Ministry: Transportation and Economic Corridors
Location: Edmonton
Full or Part-Time: Full Time
Hours of Work: 36.25 hours per week
Permanent/Temporary/Wage: Permanent
Scope: Open Competition
Closing Date: August 25, 2026
Classification: Program Services 3 
Salary: $2,935.39 to $3,850.29 bi-weekly ($76,613 - $100,492/year) 

Alberta Transportation and Economic Corridors (TEC) is a centre of excellence for transportation in North America. We contribute to Alberta's prosperity and quality of life by providing and supporting a safe, innovative and sustainable provincial transportation system and water management infrastructure. With Alberta Transportation and Economic Corridors, you can engage in a fulfilling career with diverse room to grow. We believe in building careers, providing opportunities for growth within the organization, and striving to provide our staff with a work-life balance including reasonable hours of work to ensure time with family and to accommodate outside interests.

The ministry promotes a vital and diverse economy by:

• Managing transportation safety.
• Supporting municipalities with public transportation and water/wastewater facilities.
• Expanding and enhancing a well-integrated transportation system and enabling market access.
• Preserving and developing the provincial highway network and water management infrastructure.

For more information, visit https://www.alberta.ca/transportation-and-economic-corridors.

Role Responsibilities

As a key front line representative for the division, the Complaints Resolution Advisor leads the intake, assessment, and resolution of complex external complaints while shaping how Albertans experience our services.

If you thrive in fast moving environments and excel at turning complex issues into clear, actionable solutions, this role puts you at the centre of it all. Join us as a Complaints Resolution Advisor and become the division’s front line expert for resolving concerns and shaping public-facing responses.

Core Responsibilities:

• Acts as the primary point of resolution for incoming complaints to the TSS division and ensures complaints are actioned in a timely and appropriate manner.
• Ensures complaint procedures and processes are developed and maintained to support service delivery excellence. Program Areas are supported to engage in ongoing quality improvement activities.
• Facilitates Issues Management.
• Provides conflict resolution expertise.
• Supports the Manager of Strategic Integration and Complaints Resolution to achieve branch, division, and ministry goals.

The Job Description is provided for Further details on 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.

• Drive for Results: Takes and delegates responsibility for outcomes. Uses variety of resources to monitor own performance standards. Acknowledges even indirect responsibility. Commits to what is good for Albertans even if not immediately accepted. Reaches goals consistent with APS direction.
• Build Collaborative Environments: Collaborates across functional areas and proactively addresses conflict. Encourages broad thinking on projects and works to eliminate barriers to progress. Facilitates communication and collaboration. Anticipates and reduces conflict at the outset. Credits others and gets talent recognized. Promotes collaboration and commitment.
• Systems Thinking: Takes a long-term view towards organization’s objectives and how to achieve them. Takes holistic long-term view of challenges and opportunities. Anticipates outcomes and potential impacts, seeks stakeholder perspectives. Works towards actions and plans aligned with APS values. Works with others to identify areas for collaboration.

Qualifications

Required:

• University degree in Business Administration, Communications, Political Science, Public Policy, English, or related, PLUS 2 years related experience or equivalent as described.

Equivalency: 

• Directly related education or experience considered on the basis of 1 year of education for 1 year of experience, or 1 year of experience for 1 year of education.

For Example:

• Related 1 year certificate PLUS a minimum 5 years of experience.
• Related 2-year diploma PLUS a minimum 4 years of experience.
• Related minimum 6 years of experience. 

The successful candidate MUST also have:

• Experience in complaints resolution, de escalation, and conflict management.
• Strong issues management capability.
• Project management understanding.
• Ability to build productive relationships across the Division and Ministry.
• Strong analytical skills to assess issues and identify solutions.
• Ability to support Branch and Division staff with clarity and professionalism.
• Excellent communication and interpersonal skills.
• Proven ability to clarify, triage, and resolve complex issues.
• Strong time management skills to balance multiple priorities under tight timelines.
• Exceptional attention to detail and accuracy in documenting issues and responses.
• Ability to work independently, remain self motivated, and manage high pressure situations.

Assets:

• Familiarity with Traffic Safety issues in Alberta.
• Awareness of Alberta’s socio political landscape.
• Knowledge of internal administrative policies, processes, and practices.

Minimum recruitment standards outline the minimum education and experience required for appointment to a job classification.

Notes

Additional Position Details:

• Term of Employment: Permanent, Full-time position.
• Hours of Work: 36.25 hours per week.
• Location: Edmonton.

Recruitment Process:

• Cover Letter: Please provide a cover letter outlining your skills, knowledge and experience as they relate to the role.
• Written Assessments: Candidates may be required to complete a written assessment to further evaluate their skills, knowledge, and experience related to the role. 
• 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 have to offer to prospective employees.
 

• Working for the Alberta Public Service 
• Public Service Pension Plan (PSPP)
• Alberta Public Service Benefit Information 
• Professional learning and development
• Research Alberta Public Service Careers tool 
• Positive workplace culture and work-life balance.

How To Apply
Applicants are advised to provide information that clearly and concisely demonstrates how their qualifications meet the advertised requirements, including education, experience, and relevant examples of required competencies.
Candidates are required to apply for a job online. Please see Job Application Resources for information. 
In your resume, please include dates (including months and years) associated with all education and work experience. For example, January 2006 - June 2009 (part-time). This example is provided for illustrative purposes only. Applicants are encouraged to present their information clearly and thoroughly, using a format that best conveys their experience.
It is recommended applicants who have completed post-secondary studies from outside of Canada obtain an evaluation of their credentials from the International Qualifications Assessment Service (IQAS) or from a recognized Canadian Credential Evaluator; please visit the Alliance of Credential Evaluation Services of Canada for more information.
It is recommended that applicants include the assessment certificate from IQAS or any other educational assessment service as part of their application.
Closing Statement
This competition may be used to fill future vacancies, across the Government of Alberta, at the same or lower classification level.
We thank all applicants for their interest. All applications will be reviewed to determine which candidates' qualifications most closely match the advertised requirements. Only individuals selected for interviews will be contacted.
If you require any further information on this job posting or require an accommodation during the recruitment process, please contact Tomasz Gruszka at Tomasz.Gruszka@gov.ab.ca.