Client Care and Administrative Assistant

This competition is open to members of the public (external competition)

A list of pre-qualified candidates may be established as a result of this recruitment and selection competition. Pre-qualified candidates may be considered for future vacancies for similar positions of the same occupational group and level.

About The Role

This competition will be used to fill three (3) positions:

• Two (2) regular full-time positions.
• One (1) temporary full-time position until August 31, 2027.
  
  

Under the direct supervision of the Client Care Manager, the Client Care and Administrative Assistant is responsible for providing consistent, effective and positive service to internal and external Canada Council for the Arts clients. This role involves being a first point of contact, handling enquiries and ensuring client satisfaction through effective communication and problem-solving skills.

The role also provides administrative support including the preparation and coordination of documents, coordination of logistics for webinars and outreach opportunities, reports and financial data to support the grant delivery process, logistics and support for committees and meetings as well as other related duties.

Key Responsibilities

• Client interaction: Respond to client enquiries over multiple channels (e.g., phone, email, online chat) ensuring timely, accurate and relevant action and/or information is provided.
• Client management: In accordance with the support model:
• handle and monitor client enquiries efficiently, from opening to resolution;
• triage and assign complex cases (level 2 or higher) to the appropriate program, division or employee;
• escalates cases when required.
• Client care documentation: Maintain accurate data and information records of client interactions and transactions, documenting details of issue, enquiries, complaints and actions taken.
• Collaboration: Work closely with other teams to ensure a seamless client experience and recommend solutions to address any systemic issues affecting service delivery.
• Feedback collection: Gather and report client feedback to help improve services and client satisfaction.
• Compliance: Ensure all interactions comply with relevant policies, procedures and regulations.
• Administrative support, as required: supporting teams with coordination of activities, outreach, webinars, information sessions and other events as they arise.
• Maintaining and supporting documentation of and for the grant delivery process.
  
  

Education

• Post-secondary education
  
  

Experience

• Minimum two (2) years of relevant experience in a customer service environment providing administrative or client support services
  
  

Knowledge

• Specialized training related to customer services/care is an asset.
• Proficiency in modern office technology
• Knowledge of customer service software or Microsoft Office Suite would be an asset.
  
  

Skills & Competencies

• Effective communication, tact, diplomacy and interpersonal skills
• Strong writing skills and ability to compose professional, clear and concise responses to written enquiries
• Strong listening/comprehension skills
• Strong problem-solving abilities
• Client focus: Demonstrate a commitment to providing high-quality service to clients
• Adaptability: Adjust effectively to work within work structures, processes, requirements or culture
• Teamwork: Work collaboratively with others to achieve shared goals
• Integrity: Act with honesty and integrity
• Resilience: Capacity to handle stressful situations
• Flexible and adaptable to deal with varying situations
• Ability to work independently and as part of a team
• High attention to detail and organizational skills
• Ability to work with multiple and strict deadlines
• Solid initiative, judgment, prioritization and organizational skills
  
  

Bilingual Requirements

This position requires the use of both official languages. The requirements in the second official language are:

• An advanced level in reading comprehension (C).
• An intermediate level in writing (B).
• An advanced level in oral (C).
• Important: Please submit your resume and a cover letter clearly demonstrating how you meet the above qualifications for Education and Experience. Please note that selection for further consideration will be based solely on the information provided in your cover letter, resume and application.
  
  

We are committed to providing a workplace that is inclusive and accessible to all. Should you require accommodation during the recruitment and selection process, please contact the Council directly.

For people who are Deaf, hard of hearing, or TTY users, please use your preferred MRS (Message Relay Service) or IP service to contact us.

The Canada Council for the Arts is committed to building a skilled and diverse workforce that reflects the individuals and communities we serve. We invite applications from individuals with any combination of backgrounds, origins, identities, and forms of self-expression. The Council is committed to enhancing the representation of the following groups within its workforce: Indigenous people, Black people, racialized people, Deaf people, people with disabilities, women, and members of 2SLGBTQI+ and gender-diverse communities.

We encourage you to include information on how you identify in the Voluntary Self-Identification section of the application form. This information is used during the recruitment process to enhance representation of historically underserved and marginalized communities, as per the Employment Equity Act and the Council's ongoing commitment to equity. This information is also used for reporting at an aggregate level.

Please note that all persons requiring accommodation and/or assistance in completing the Canada Council’s Careers application process are welcome to contact the Council for support.