Complaint Intake Officer

Engineers and Geoscientists British Columbia is currently searching for a Complaint Intake Officer to join our team in Burnaby on a 12-month contract!

The Complaint Intake Officer supports and coordinates the intake of complaints against engineers and geoscientists and/or against engineering or geoscience firms. The Complaint Intake Officer is responsible for a variety of tasks related to the intake and processing of complaints, including speaking with complainants and registrants, drafting a variety of correspondence, and gathering initial information to commence the complaint process.

We are looking for a self‑motivated and curious individual. The successful candidate would have the opportunity to level up their career in a unique and impactful field.

Our organization – one of BC's Top Employers – offers a competitive salary, comprehensive and generous benefits, an inclusive culture, and a hybrid work environment. Full details on our compensation and benefits value offering can be found below.

• Supports the complaint intake processes; coordinates receiving complaints from complainants and prepares communications to registrants and complainants.
• Investigates and gathers information related to concerns brought to the attention of Engineers and Geoscientists BC through media or other sources to determine if the matter should be referred to the Investigation Committee.
• Reviews complaint files in detail and gathers information and evidence as required, through a variety of means including telephone conversations with complainants and registrants and requests for information from relevant third parties.
• Reviews technical reports and other evidence obtained through the intake of the complaint to determine if the evidence obtained is sufficient to move forward with the intake process.
• Prepares reports on the closure or referral of complaints, following our complaints triage policy.
• Manages a “bring forward” system to track complaint files and issue reminders and updates to involved parties. Responsible for ensuring the internal complaint tracking database is kept up to date to ensure accurate tracking of data related to the intake of complaints.
• Retains subject matter experts and provides instructions to the expert to ensure the expert meets the required deliverables. The CIO may assist in reviewing the independent experts’ reports.
• Supports the Investigation Committee by preparing memoranda and packages for Investigation Committee meetings.
• Assists the Complaint Intake Manager and the Associate Director, Investigation and Discipline with statistics and trend reporting as required.
• Assists with the maintenance of the complaint intake information on the Engineers and Geoscientists BC website.
• Manages a large workload and multiple complaints and adapts continuously to reassess priorities based on upcoming deadlines, triaging of complaints, and directions from leaders.
• Other duties as assigned by direct leader and, as appropriate, members of the departmental leadership team.

The successful applicant will possess the following:

• 3-5 years experience working in a law firm, legal department, professional regulatory body, or equivalent.
• Relevant education, such as paralegal diploma or training in social sciences; university degree is preferred but not required.
• Familiarity with a professional regulatory environment or the ability to adapt to such an environment.
• Excellent communication skills, both written and verbal, and the ability to manage difficult telephone conversations.
• Advanced research and analytical skills.
• Ability to liaise with subject matter experts.
• Ability to balance a high workload with competing deadlines and priorities.
• Experience with Microsoft Office Products:
  Word, Excel, Outlook, PowerPoint, and SharePoint.
• Knowledge of or interest in engineering or geoscience is an asset but not required.

Each member of our team contributes to public safety in BC and helps us deliver on our vision of "modern regulation for a resilient world." We serve the public as an inclusive, progressive, and future‑focused regulator. Our Strategic Plan also places…