Supervisor EGD Ombudsman Office

Enbridge; Brantford; Hybrid; CAD 95,000 - 130,000; Full time

Job summary

A leading utility services company is seeking a team leader to manage customer care operations. In this role, you will lead a high-performing team addressing complex escalated complaints, ensuring service quality and customer satisfaction. Candidates with extensive leadership experience and a strong understanding of billing and regulatory processes will thrive in this opportunity with flexible work options.

Benefits

Competitive benefits and pension package

Generous vacation and time-off policies

Opportunity for career growth and advancement

Flexible work options

Qualifications

• 7+ years of leadership experience in customer care or utility operations.
• Sound knowledge of customer billing, collections, and operations processes.
• Familiarity with Ontario Natural Gas regulators.

Responsibilities

• Lead a specialized team handling unresolved complaints and customer matters.
• Manage and resolve over 5,000 escalated complaints annually.
• Collaborate with internal departments to enhance customer experience.

Skills

Communication

Negotiation

Problem-Solving

Education

Post-secondary education

Tools

CIS SAP

Kubra

Maximo

Job description

Employer Industry: Utility Services

Why consider this job opportunity:
- Competitive benefits and pension package
- Generous vacation and time-off policies
- Opportunity for career growth and advancement within the organization
- Flexible work options, including hybrid work model with remote days
- Lead a specialized team addressing complex customer issues
- Make a meaningful impact on customer experience and satisfaction

What to Expect (Job Responsibilities):
- Lead and support a high-performing team handling unresolved complaints and sensitive customer matters
- Manage and resolve over 5,000 escalated complaints annually, ensuring service level and quality targets are met
- Monitor team performance and foster a culture of responsiveness and accountability
- Act as a subject matter expert in billing, collections, and operations-related services
- Collaborate with internal departments and external partners to address complaints and enhance customer experience

What is Required (Qualifications):
- Post-secondary education and 7+ years of leadership experience in customer care or utility operations
- Sound knowledge of customer billing, collections, and operations processes
- Familiarity with Ontario Natural Gas regulators and relevant requirements
- Excellent communication, negotiation, and problem-solving skills
- Ability to make effective decisions under pressure and collaborate with various partners

How to Stand Out (Preferred Qualifications):
- Experience in regulatory environments related to utilities
- Proven track record of managing complex customer issues effectively
- Experience in training and developing team members
- Knowledge of CIS SAP, Kubra, and Maximo systems
- Commitment to the core values of fairness and balanced outcomes

#UtilityServices #CustomerExperience #LeadershipOpportunity #FlexibleWork #CareerGrowth

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