Advisor, Consumer Communications

Ontario Energy Board; Toronto; On-site; CAD 86,000 - 101,000; Full time

Job summary

The Ontario Energy Board is seeking an Advisor who will provide real-time, plain-language communication and resolution support to stakeholders, including consumers, elected officials, and media via calls, chats, emails, and briefings. The role involves handling sensitive complaints and translating complex information into plain language for consistent messaging.

Responsibilities include developing communications plans, coordinating with SMEs, creating internal/external materials, and analyzing

Qualifications

• University degree in Business Administration, Communications, or related discipline.
• 3 years' experience in a communication or call centre setting.
• 4 years' experience in a communication or call centre setting in a regulated industry or public utility setting.
• Proficient knowledge in Microsoft Office (Word, Excel, PowerPoint), Teams.

Responsibilities

• Prepare communication plans and plain-language products to inform consumers about Board work and sector issues.
• Develop briefing notes, FAQ's and coordinate meetings with Subject Matter Experts to assist Public Information Officers with upcoming changes.
• Develop presentations, handouts, and other materials to support internal stakeholders when presenting to external audiences.
• Assist Manager with market research initiatives and special initiatives.
• Provide real-time follow-up, guidance, and resolution of policy-related complaints from stakeholders.
• Collaborate with internal stakeholders to maintain corporate awareness and share information for timely informal complaint resolution.
• Translate complex or technical information into plain language for the Public Information team.
• Monitor and review daily complaints submitted by Public Information Centre, providing summaries and updates.
• Analyze complaint data and emerging trends to support policy recommendations.

Skills

Call Centre experience

Stakeholder communication

Plain language writing

Education

University degree in Business Administration, Communications, or related discipline

Tools

Microsoft Office

Teams

Job description

Job ID: 997

Position Type: Union Permanent

Department: Consumer Affairs & Insights

Hiring Range: $86,210 - 101,349

Job Posting Close Date: 10/16/2026

The Ontario Energy Board is proud to be recognized as one of Greater Toronto's Top Employers for four years running.

Our success resides with our people and we take great pride in fostering a workplace culture that attracts top-tier professionals passionate about shaping Ontario's energy future. Our reputation as a preferred employer reflects our commitment to helping deliver clean, reliable, affordable and secure energy that enables economic growth across the province.

Our One OEB culture promotes a values-driven, collaborative workplace where diverse perspectives come together to deliver regulatory excellence, and where we encourage curiosity and agility in an environment that is grounded in mental health, wellbeing and a foundational commitment to Diversity, Equity and Inclusion.

We are theONTARIO ENERGY BOARD.

Overview

Under the direction of the Manager, the Advisor provides real-time, plain-language communication and resolution support to stakeholders, including consumers, elected officials, and media-via calls, chats, emails, and briefings. The role involves handling sensitive complaints related to OEB policies, developing communication materials, supporting internal messaging, maintaining the Knowledge Base, and identifying trends to inform policy and improve public understanding of the OEB's work.

Responsibilities

• Prepare communication plans and plain-language products to effectively inform consumers about Board work and relevant sector issues.
• Implement plans, develop communication briefing notes, FAQ's and coordinate meetings with Subject Matter Experts to assist Public Information Officers with upcoming changes.
• Develop presentations, handouts, and other materials to support internal stakeholders when presenting to external audiences.
• Assist Manager with market research initiatives and special initiatives.
• Provide real-time follow-up, guidance, and resolution of policy-related complaints received through calls, chats, and emails from stakeholders including but not limited to consumers, MPPs, MPs, Ombudsman Ontario, and media representatives.
• Collaborate with internal stakeholders to maintain corporate awareness and share information that supports timely and effective informal complaint resolution related to the OEB.
• Translate complex or technical information from multiple sources into plain language for the Public Information team to ensure consistent and accurate messaging to both internal and external audiences.
• Monitor and review daily complaints submitted by Public Information Centre, providing plain-language summaries and updates to support awareness and message alignment.
• Analyze complaint data and emerging trends to support the development of policy recommendations and reporting.

Qualifications

• University degree in Business Administration, Communications, or related discipline
• 3 years' experience in a communication or Call Centre setting.
• 4 years' experience in a communication or Call Centre setting in a regulated industry or public utility setting.
• Proficient knowledge in Microsoft Office (Word, Excel, PowerPoint), Teams

This job posting represents an existing vacancy.

Pursuant to the Accessibility for Ontarians with Disabilities Act, the Ontario Energy Board will make reasonable efforts to provide accommodation to candidates with disabilities in the course of the recruitment process upon written request. We request that candidates seeking accommodation identify their particular accommodation needs as soon as possible in the job selection process. Questions concerning the availability of accommodation in the recruitment process may be forwarded by email to [e-mail] .