Information Officer (Over Night)

uOttawa | Carrières - Careers; Ottawa; On-site; CAD 57,000 - 72,000; Full time

Job summary

The University of Ottawa's Student Housing Services is seeking a Customer Service Clerk to support Housing Services in delivering high-quality information and service to student residents and hotel guests. The role requires handling inquiries in person, by phone, or email, and coordinating with relevant teams to resolve issues promptly.

This 35-hour-per-week position operates on a 24/7 schedule with day, evening, and overnight shifts.

Qualifications

• Minimum of one year of relevant experience in customer service.
• Bilingualism: French and English (spoken and written) at a defined proficiency level.
• Knowledge of computer systems and software such as Windows, word processing, spreadsheets, databases, email and Internet.

Responsibilities

• Provides high level of customer service by ensuring prompt and accurate information in person, on the telephone or via email.
• Assists students and guests with accommodation issues and ensures quick resolutions.
• Coordinates with housekeeping and facilities to resolve issues when needed.
• Monitors security and reports concerns to appropriate personnel.
• Handles hotel reception duties, including check-in/check-out and luggage holds.
• Acts as concierge by providing information about the city and local attractions.
• Maintains and updates HS files and documents for reporting purposes.
• Manages third-party information requests and forwards to the appropriate authority.
• Performs administrative duties and daily reconciliations of hoteling revenue.

Skills

Customer service experience

Bilingual: French and English

Computer skills (Windows, Office)

Strong communication skills

Organizational skills

Teamwork

Education

High School Diploma

Job description

Job Type: Employee. Anticipated Duration in Months (for contracts and temporary assignments): 10. Job Family: Administrative Support. # of Open Positions: 1. Faculty/Service - Department: Student Affairs, Client Relations, Client Services. Night Campus: Main Campus. Union Affiliation: SSUO. Date Posted (YYYY/MM/DD): 2026/11/05. Applications must be received BEFORE (YYYY/MM/DD): 2026/11/16. Hours per week: 35. Salary Grade: SSUO Grade 06. Salary Range: $56,858.00 - $71,822.00.

About Student Affairs :

Student Affairs is at the very heart of the student experience at the University of Ottawa. We recruit the very best future students, support them throughout their university years and leave them well‑prepared for fulfilling careers and future studies. Our team of more than 600 dedicated staff provides the services that keep students happy, well and thriving as they pursue their ambitions. We help them apply and enrol for courses, we oversee 11 residences and an award‑winning Dining Hall, we organize fun events and varsity sports activities, we run an innovative career development and experiential learning program and much more! There’s nothing more rewarding than helping future generations reach their full potential at a world‑class university. With our wide variety of career opportunities and professional development pathways, we’re sure that you’ll enjoy the experience as much as our students do.

Position purpose:

Performs a variety of administrative and front‑line customer service activities, including the provision of information to University clients on residence and hotel services, off‑campus services and other accommodations, in order to ensure a high quality customer service experience consistent with Housing Services’ (HS) mandate and operational goals. This includes referring requests for information to the appropriate sectors, maintaining communication with students and other stakeholders, articulating information regarding HS policies and guidelines, and controlling and updating documents, information and records.

About the position:

This position is part of a 24/7 service. The normal work schedules are 8:00 AM to 4:00 PM (Day), 4:00 PM to midnight (Evening) and midnight to 8:00 AM (Overnight) and consist of 5 consecutive days (including Saturday and Sunday). Staff are hired into schedules based on operational needs at the time of hire. Schedules may be modified as operational needs, business volumes, or training requirements evolve. When alternative schedules become available, they will be offered to team members based on seniority. This posting is for the following schedule: midnight to 8 am, Thursday to Monday.

In this role, your responsibilities will include:

• As a front‑line contact for student residents and hotel guests, the incumbent provides a high level of customer service by ensuring prompt and accurate provision of information in person, on the telephone or via email, responding to enquiries directly or forwarding requests to the appropriate service or individual.
• Provides assistance and support to students and guests with regards to accommodation issues, such as replacement of lost keys; addressing noise complaints, non‑functioning equipment, and room cleanliness; and ensures a quick resolution to the issues consistent with HS’s objective of providing outstanding client service.
• Where appropriate, the incumbent will coordinate efforts with housekeeping and facilities to assist in the resolution of the issues.
• Supplements front line security function by being vigilant of the comings and goings of students and guests.
• Monitors cameras and reports any concerns to the appropriate individual.
• Assumes reception duties for hotel guests, processing the check‑in and check‑out, assisting with luggage holds and responding to various enquiries.
• Will serve in a concierge capacity by providing information about the city and its various attractions.
• Performs additional tasks on an as‑needed basis such as providing information to potential student residents and communicating decisions to the Housing Officer.
• Maintains and updates files and documents related to HS in order to provide timely and accurate information and documentation to stakeholders, and for reporting purposes.
• Manages information requests received by third parties for students or employees, and forwards to appropriate authority.
• Ensures the accurate documenting of issues, complaints and interactions on the appropriate forms to ensure the information can easily be accessed and tracked.
• Supports the Manager, Office and Conventions by performing various administrative duties such as scheduling, taking meeting minutes, training, providing on‑going support, and managing incoming and outgoing mail.
• Performs daily reconciling and balancing functions of the hoteling revenue.

What you will bring:

• High School Diploma.
• Minimum of one year of relevant experience in customer service.
• Bilingualism: French and English (spoken and written), to be considered for this position, candidates must be rated at the Low Advanced proficiency level or higher for both oral comprehension and reading comprehension in their second official language. The rating is determined by a proficiency test designed by the Official Languages and Bilingualism Institute.
• Knowledge of the Canadian Human Rights Act and applicable laws and regulations for Residence Life services.
• Knowledge of records management principles.
• Knowledge of the services offered by HS and associated areas of the University, an asset.
• Knowledge of the principles of the protection of people and property, as well as risk management and emergency management.
• Experience in interpreting, explaining and enforcing regulations and methods.
• Knowledge of computer systems and software such as Windows, word processing, spreadsheets, databases, email and Internet.
• Strong communication and interpersonal skills, including patience, discretion, empathy and listening skills.
• Must be able to adjust approach based on target audience.
• Organizational capability and accuracy.
• Ability to communicate effectively verbally and in writing.
• Ability to assess situations of conflict to determine appropriate course of action.
• Ability to work in a team and under pressure.
• Ability to work outside normal working hours at peak times (evenings, weekends) and overtime as scheduled by HS.

Key Competencies at uOttawa:

• Planning: Organize in time a series of actions or events in order to realize an objective or a project. Plan and organize own work and priorities in regular daily activities.
• Initiative: Demonstrate creativity and initiative to suggest improvements and encourage positive results. Is proactive and self‑starting. Show availability and willingness to go above and beyond whenever it is possible.
• Client Service Orientation: Help or serve others to meet their needs. This implies anticipating and identifying the needs of internal and external clients and finding solutions on how to meet them.
• Teamwork and Cooperation: Cooperate and work well with other members of the team to reach common goal(s). Accept and give constructive feedback. Able to adjust own behaviour to reach the goals of the team.

The University of Ottawa embraces diversity and inclusion in the workplace. We are passionate about our people and committed to employment equity. We foster a culture of respect, teamwork and inclusion, where collaboration, innovation, and creativity fuel our quest for research and teaching excellence. While all qualified persons are invited to apply, we welcome applications from qualified Indigenous persons, racialized persons, persons with disabilities, women and LGBTQIA2S+ persons. The University is committed to creating and maintaining an accessible, barrier‑free work environment. The University is also committed to working with applicants with disabilities requesting accommodation during the recruitment, assessment and selection processes. Applicants with disabilities may contact [e-mail] to communicate the accommodation need. All qualified candidates are encouraged to apply; however, Canadians and permanent residents will be given priority.

Note: if this is a union position: The hiring process will be governed by the current collective agreement related to the union affiliation noted above;

If this is a front‑line position with responsibilities to interact with students, selected candidates must be rated at the Low Advanced proficiency level or higher for both oral comprehension and reading comprehension in their second official language.

Prior to May 1, 2022, the University required all students, faculty, staff, and visitors (including contractors) to be fully vaccinated against Covid‑19 as defined in Policy 129 – Covid‑19 Vaccination. This policy was suspended effective May 1, 2022 but may be reinstated at any point in the future depending on public health guidelines and the recommendations of experts.