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About the Ministry

The Ministry of Affordability and Utilities leads and coordinates government's ongoing efforts to make everyday life more affordable, manages and develops policy for the province's utilities sector and oversees a reliable and affordable electricity system for Albertans.

Role Responsibilities

Reporting to the Team Lead, the Consumer Mediation Officer represents and protects the interests of Alberta's utility consumers in their dealings with government, regulators and utility companies. The role delivers high quality customer service, advice and information for client inquiries regarding natural gas and electricity retailers.

Consumer Support & Mediation

- Research and mediate consumer inquiries and concerns related to billing issues, energy contracts, customer service disputes, and other utility related matters.
- Provide courteous, timely and accurate information to Albertans regarding electricity and natural gas retailers, market structure, consumer rights, and available services.
- Assist callers in navigating the ucahelps.alberta.ca website and providing information, advice and guidance on available retailers, contracts and regulated services.
- Offer explicit, accessible explanations of complex utility policies, regulations and market concepts.
- Refer callers to appropriate government departments, regulatory bodies or external agencies when issues fall outside the UCA's mandate.
- Investigate consumer concerns and issues with concerned parties (Department of Energy, Alberta Utilities Commission, and the various energy retailers and delivery companies operating in Alberta).




- Negotiate with utilities providers to facilitate resolution of consumer concerns.
- Respond directly to callers throughout the province and beyond on a wide variety of UCA subjects.

Information Management & Reporting

- Log all consumer interactions, inquiries, and follow up actions in the ServiceNow database for statistical, reporting and trend analysis purposes.
- Track and analyze data to identify emerging issues, recurring questions, and potential problem areas within Alberta's energy markets.
- Prepare reports, summaries and statistical updates to support internal decision making and regulatory processes.
- Develop and maintain an extensive knowledge base to respond to inquiries.
- Maintain an up to date knowledge base of Alberta's electricity and natural gas markets, utility regulations, and consumer protection policies.

Stakeholder Engagement & Regulatory Support

- Communicate with government departments, the Alberta Utilities Commission, energy retailers and distributors to gather information, clarify issues and support mediation activities.
- Exchange information with stakeholders to resolve disputes, research opportunities and support regulatory proceedings.
- Ensure that information gathered through mediation activities is accurately documented and available to support the regulatory team.





Independent Decision Making & Professional Judgment

- Exercise sound judgment when advising consumers on their rights and responsibilities with respect to natural gas and electricity providers.
- Apply problem solving techniques and creativity to assist callers in navigating complex or unique situations.
- Adapt communication style to ensure complex information is conveyed in a clear, simple and understandable manner.
- Work independently to manage caseloads, make informed decisions and maintain high service standards.

Competencies

- Creative Problem Solving: Ability to respond to new questions and consumer types in innovative ways.
- Systems Thinking: Explain how the different parts of government work together to form answers and know where to redirect people within government for concerns outside of the department mandate.
- Drive for Results: Constantly strive for positive outcomes, even in challenging scenarios, ensuring Albertans continue to use UCA services.

Qualifications

- Two year diploma in a related field; no experience required; or equivalent as described below.
- Equivalency: 1 year of education for 1 year of experience, or vice versa.
- Required Experience: Customer Service experience.
- Assets: Experience with natural gas or electricity industry; Experience with customer service and front line service.
- Location: Edmonton.
- Term of Employment: Permanent.
- Full time: 36.25 hours per week, Monday to Friday.

Benefits

- Positive workplace culture and work life balance.
- Leadership and mentorship programs.

Apply on Kit Job: kitjob.ca/job/2fsoyo

📌 Consumer Mediation Officer (Edmonton)
🏢 Government of Alberta
📍 Edmonton