Information Officer

Government of Alberta; Edmonton; On-site; CAD 57,000 - 73,000; Full time

Job summary

A public service organization in Edmonton is seeking a full-time Information Officer. The ideal candidate will excel in a fast-paced call center environment, providing exceptional customer service and support. Responsibilities include delivering information on legislative inquiries and logging client calls. Candidates must have a high school diploma and related experience in customer service or a call center. This position offers a competitive salary between $57,414 and $72,647 annually, with 36.25 hours of work per week. Applications are required to demonstrate experience related to the position.

Qualifications

• Four years of related experience in a call center environment.
• Ability to handle complex, multifaceted, and politically sensitive calls.

Responsibilities

• Providing information and guidance to clients.
• Logging client calls for statistics and reporting.

Skills

Excellent written and verbal communication skills

Exceptional customer service skills

Strong and creative problem-solving skills

Strong keyboarding skills

Education

High school diploma

Tools

CXone

ServiceNow

Job description

Job Information

Job Title: Information Officer

Job Requisition ID: 77833

Ministry: Service Alberta and Red Tape Reduction

Location: Edmonton - In Office

Full or Part-Time: Full Time

Hours of Work: 36.25 hours per week

Permanent/Temporary: Permanent

Scope: Open Competition

Closing Date: December 18, 2025

Classification: Administrative Support 6 (AS6)

Salary: $2,199.79 to $2,783.44 bi‑weekly ($57,414 - $72,647/year)

About the Position

Are you a Customer Service or Call Center Representative expert? Join our dynamic teams as an Information Officer with the ministry of Service Alberta and Red Tape Reduction. If you thrive in a fast‑paced call center environment, excel at problem‑solving, and are passionate about delivering exceptional service, we want you on our frontline. Become the voice of excellence and join us in providing top‑notch support, by making a real difference in the lives of all Albertans.

Service Alberta Program areas include Motor vehicles, Vital Statistics, Corporate Registry, and other business specialists, as required. The purpose of these contacts is to provide clarification, advice, and assistance with regards to the legislation, policy, and procedures from various ministries.

Role Responsibilities

Do you have a passion for offering excellent customer services while dealing directly with the public for responding and resolving issues in a courteous and timely manner? Do you enjoy working in a fast‑paced call center environment? If yes, we have the perfect opportunity for you with our Registry department.

The Registry department provides full and accurate information services to clients via the telephone with regards to all aspects of registries legislation and related programs. A key component to this position is assessing calls to identify compliance / non‑compliance with the legislation in a courteous and timely manner.

Key Responsibilities

• Providing information, advice and guidance on available avenues to address the concerns of the client within your own department, as well as referrals to alternate departments that will be able to assist the client with the required information.
• Logging client calls on the Service Now platform for statistical and reporting purposes.
• Researching concerns and reporting them to the Manager or Team Lead.
• Developing and maintaining an extensive knowledge base to respond to inquiries.
• Sharing with colleagues any specialized knowledge with acts, programs, or telephone applications.
• Reviewing and updating electronic scanned messages in order to ensure the information being disseminated to the public is accurate.
• Ensuring that updated messages are reviewed by the Contact Centre Team Lead.
• Assisting co‑workers with difficulties they may encounter with any questions pertaining to the legislation and program.
• Assisting with training colleagues, provide suggestions relating to changes to internal policies, procedures, and existing protocol where appropriate.

Success Criteria

• Excellent written and verbal communication skills.
• Exceptional customer service skills.
• The ability/willingness to work in a fast‑paced challenging team environment, multi‑task and be self‑directed while maintaining a high level of productivity and quality.
• Strong and creative problem‑solving skills.
• The ability to function independently.
• The ability to contribute collaboratively and effectively within a team environment with minimal supervision and a high degree of personal accountability and professionalism.
• The ability to comprehend and interpret legislative issues and relay information in understandable terms to clients.
• Familiarity with programs administered by other government departments and agencies.
• The ability to use appropriate telephone techniques, professionalism, and good judgment in the handling of calls regarding complex, multifaceted, politically sensitive, and high priority complaints.
• Strong keyboarding skills.

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.

Link to competency model: https://www.alberta.ca/system/files/custom_downloaded_images/psc-alberta-public-service-competency-model.pdf

• Build Collaborative Environments to manage relationships in order to work towards a common goal.
• Agility to quickly adapt to changing priorities and to respond with effective decisions.
• Creative Problem Solving to be proactive in identifying solutions and focusing on continuous improvement.
• Systems Thinking to recognize the broader impact of your work and to be able to understand broader goals.
• Develop Networks to proactively build networks, connect and build trust in relationships with different stakeholders.
• Develop self and others by committing to lifelong learning, and the desire to invest in the development of the long‑term capability of yourself and others.

Qualifications

High school diploma and four years of related experience (e.g., call centre environment) or equivalents as described below.

Equivalencies

• A one‑year certificate and 3 years related experience.
• A two‑year diploma and 2 years of related experience.

Application Requirements

Applications without a cover letter explaining how your experience relates to the position will not be considered. Cover letters will also be used to assess your attention to detail and written communication skills. Please ensure your resume includes both months and years for all periods of employment and work history. Applications that do not meet these requirements will not be considered.

Preference

• Experience working with ROADS or VISTAS or CORES programs.
• Proficiency with CXone, and ServiceNow.
• Call Centre Customer Focused Experience.

Minimum Recruitment Standards

Refer to https://www.alberta.ca/alberta-public-service-minimum-recruitment-standards.

Notes

Currently, there is one full‑time salaried position available. This position is located out of the Terrace Building, 9515 107 Street, NW, Edmonton, AB. Hours of work: 36.25 hours/week. Final candidates will be required to undergo a security screening. 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.

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 visit https://www.alberta.ca/job-application-resources#before for more information.

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.

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 Cynthia Masemola at [e-mail].