Coordinator | Dispute Resolution and Complaint Handling

Geosam Capital; Montreal (administrative region); Hybrid; CAD 70,000 - 100,000; Full time

Benefits offered by this job

Support offered

Telecommuting pilot

Proximity to Côte-Vertu metro

Flexible work schedule

Summer schedule

Sick days and special leave

Professional development opportunities

Defined benefit pension plan

Job summary

Marguerite-Bourgeoys School Service Centre in Saint-Laurent, QC seeks a mobilizing, rigorous professional to improve student and family experiences through complaint handling, risk management, and compliance initiatives. You will collaborate with diverse stakeholders to drive continuous improvement and equity across the education network.

The role focuses on listening, judgment, and transparent processes, with telecommuting options under current terms and a strong emphasis on service quality and

Qualifications

• University degree in a relevant field as listed.
• At least six years of relevant experience and strong analytical skills.
• Collaborative and solution-oriented approach.
• Proven relational and communication abilities.
• Training in Dispute Prevention and Resolution is an asset.

Responsibilities

• Manage and follow up on complaints and reports.
• Analyze situations, identify issues, and propose solutions.
• Intervene in the field to conduct conciliations or mediations.
• Align practices with stakeholders across the organization.
• Develop processes promoting transparency, integrity, and compliance.
• Support teams in improving practices continuously.
• Contribute to indicators to measure service quality.
• Foster an organizational culture of listening and accountability.
• Collaborate on risk management and compliance projects.

Skills

Analytical skills

Judgment

Collaborative

Communication skills

Dispute prevention training

Education

University degree in law, ethics, administration, social work, communication, education sciences, or related field

Job description

The administrative heart of the CSSMB in Saint-Laurent

Located in Saint-Laurent, the Head Office brings together the administrative teams that support all the establishments of the CSSMB. We work with rigor, collaboration, and a constant concern for service. Join a team whose work supports the success of thousands of students.

Make a difference in a network that transforms lives

Every day, more than 72,000 students and 11,500 employees thrive in the establishments of the Marguerite-Bourgeoys School Service Centre (CSSMB), one of the largest educational networks in Quebec.

We are looking for a mobilizing, rigorous person with excellent judgment to contribute to an educational environment based on trust, equity, and continuous improvement.

In this strategic role, you will be at the heart of the mechanisms that allow the CSSMB to listen, understand, and improve its practices. Your expertise will directly contribute to enhancing the quality of the experience for students, parents, employees, and the entire educational community.

The handling of complaints at the CSSMB's legal affairs services is part of a continuum of prevention and dispute resolution. It is more than a recourse mechanism; it is a lever for improving our practices and a pathway to equity for everyone.

Responsibilities

• Ensure the management and follow-up of processes related to complaints and reports;
• Analyze situations, identify issues, and recommend sustainable solutions;
• Intervene in the field to conduct conciliations or mediations;
• Align practices with the various stakeholders in the organization;
• Develop processes that promote transparency, integrity, and organizational compliance;
• Support teams in the continuous improvement of their practices;
• Contribute to the establishment of indicators to measure and enhance the quality of services;
• Participate in the development of an organizational culture based on listening, accountability, and trust;
• Collaborate on strategic projects related to risk management and compliance.

Requirements

• A university degree in a relevant field (law, ethics, administration, social work, communication, education sciences, or a related field);

• At least six years of relevant experience; Excellent analytical and judgment skills;

• A collaborative and solution-oriented approach;

• Strong relational and communication skills.

• Training in Dispute Prevention and Resolution (an asset)

Benefits

• Support offered
• Access to electric vehicle charging stations
• Benefit from professional development: You will enjoy structured follow-ups and institutional knowledge that will help you better understand the services offered by the School Service Centre;
• Leave for family obligations and many others
• Continuing education
• Flexible work schedule
• Summer schedule
• Sick days and special leave
• The CSSMB encourages a culture focused on well-being and balance. Disconnect to reconnect better!
• Possibility of telecommuting according to current terms (pilot project);
• Employee assistance program
• Diverse recreational program and employee discounts
• Reimbursement of professional membership fees according to current terms
• Reimbursement for training and development activities
• Defined benefit pension plan (RRPE) that ensures predictable and stable income during retirement
• Group insurance plan
• Telemedicine service
• Free parking
• Proximity to Côte-Vertu metro station

We thank you for your interest in the Marguerite-Bourgeoys School Service Centre. Please note that all applications will be processed, and we will contact those who match the desired profile.

We also subscribe to an employment equity program and therefore invite women, Indigenous peoples, members of visible minorities, ethnic minorities, and persons with disabilities to submit their applications.

All our employees are subject to the Act respecting the laicity of the State and the Education Act (LIP). This law provides, among other things, for the prohibition of wearing religious symbols for anyone in contact with students.