Apply By: Thursday, June 19, 2025 11:59 pm EDT

Telephone Advisor

Job ID:

231078

Posting status:

Open

Organization:

Ministry of Labour, Immigration, Training and Skills Development

Division:

Health and Safety Contact Centre

City:

Hamilton

Position(s) language:

English

Job term:

3 Temporary assignments/contracts up to 12 months with possibility of extension

Job code:

09OAD - Office Administration 09

Salary:

$28.14 - $32.82 Per hour*
*Indicates the salary listed as per the OPSEU Collective Agreement.

Ready to take your contact center or customer service experience to the next level?

What we offer:
The Health and Safety Contact Centre provides classroom training and mentorship that will help you be successful in the role.

About the job:
This position provides health and safety legislation and information to workers, employers, members of the public on the Occupational Health and Safety Act and regulations.

Learn about the Occupational Health and Safety Act

About the job

What you bring to the team:

• critical thinking and comprehension skills to provide callers information on their legislative rights and obligations regarding the Occupational Health and Safety Act and all regulations under the Act
• problem solving and telephone communication skills to listen and understand complex issues and communicate accurate information on workplace incidents and other reportable occurrences for field response
• service delivery excellence with a high degree of professionalism and empathetic communication, especially to callers under stress

What you bring to the team

Communication and Telephone Customer Service Skills:

• proven comprehension and communication skills to provide accurate and complete information to a variety of stakeholders (i.e., workers, employers, members of the public etc.)
• experience in role(s) requiring accuracy and attention to detail addressing complex issues
• knowledge of call management techniques in a contact /call centre environment
• listening, comprehension, interviewing and probing skills to obtain accurate and complete information
• ability to break down complex problems and respond logically
• proven communication skills to document and convey pertinent information
• proven ability to maintain professionalism and continue communication when responding to sensitive, difficult calls/complaints.

Other Valuable Skills:

• experience interpreting and explaining complex information (i.e. legislation, regulations, policies and practices etc.) to a variety of audiences
• research, analytical and problem-solving skills as it relates to customer service and the ability to assess and document complaints accurately
• ability to perform under pressure in a demanding work environment
• demonstrated experience using various tools and software to manage/track customer interactions and prepare documents

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 is one of Ontario's largest employers. Employees work for 29 ministries, with offices in more than 70 cities across the province.
We offer:

• a professional work culture
• 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

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:

• diversity, equity and inclusion initiatives
• accessibility
• Anti-Racism Policy

Additional information:

Apply by:

Thursday, June 19, 2025 11:59 pm EDT

Position details:

• 3 English Temporary, duration up to 12 months, 119 King St W, Hamilton, West Region

Compensation group:

Ontario Public Service Employees Union

Work hours:

Schedule 3.7

Category:

Customer and Client Services

Posted on:

Thursday, June 5, 2025

Note:

• N-LB-231078/25(2)

How to apply:

• You must apply online.

• Your cover letter and resume combined should not exceed five (5) pages. For tips and tools on how to write a concise cover letter and resume, review the Writing a Cover Letter and Resume: Tips, Tools and Resources.

• Customize your cover letter and resume to the qualifications listed on the job ad. Using concrete examples, you must show how you demonstrated the requirements for this job. We rely on the information you provide to us.

• Read the job description to make sure you understand this job.

• OPS employees are required to quote their WIN EMPLOYEE ID number when applying.

• If you require a disability related accommodation in order to participate in the recruitment process, please Contact Us to provide your contact information. Recruitment services team will contact you within 48 hours.

Language requirements and assessment:
All external Ontario Public Service (OPS) job ads are posted in English and French. Check the "position(s) language" section at the top of each job ad for the language requirements. For all roles, candidates are assessed in English, the business language of the OPS. If the position is bilingual (English/French), you'll also need to pass a French-language proficiency test.

Exigences en matière de langue et évaluation:
Toutes les offres d'emploi externes de la fonction publique de l'Ontario (FPO) sont affichées en français et en anglais. Consultez la section « Langue du ou des postes » en haut de chaque offre d'emploi pour connaître les exigences linguistiques. Pour tous les postes, les candidats sont évalués en anglais, la langue d'affaires de la FPO. Si le poste est bilingue (anglais/français), vous devrez également passer un test de compétences linguistiques en français.

Strengthening Ontario, together