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Communications Coordinator, Cust Ops

Posting Date: Mar 23, 2019

Location: Toronto, ON, CA

Company: Toronto Hydro


Reporting to the Lead, Customer Operations Communications Office, the Customer Operations Communications Coordinator works with the Marketing and Communications team to support construction work program including the co-ordination of projects and response to customer and stakeholder related issues. This role involves tracking and reporting on departmental operational data, in an effort to provide support to the construction work program at Toronto Hydro.



  • Delivery of engagement and communication activities, liaising with internal and external stakeholders to support work program delivery.
  • Provides timely and accurate reporting and regular status updates on current projects in support of corporate and departmental strategic goals through scorecard reporting.
  • Provides project marketing support for various internal and external publications.
  • Facilitates the coordination and execution of special community meetings/events within the community to discuss relevant long term construction plans.
  • Provides administrative support to assist in departmental operations, including invoicing, budgeting, management of the Customer Telephone System (IVR), and updating the Project Map.
  • Monitors and supports the work of students and administrative staff.



  • University degree or College diploma in Business, Communications, or relevant field.
  • Minimum two (2) years experience working in business environment, customer service, communications, and operations.
  • Strong knowledge of Microsoft Office Suite (Excel, Word, Access, PowerPoint), customer relationship management tools.
  • Working knowledge of communication channels.
  • Experience in a regulated environment, including electricity distribution.
  • Experience in event planning.
  • Business analytical acumen, an understanding of how Toronto Hydro’s business works and how Customer Operations Communications Coordinator supports strategic business goals and objectives.
  • Demonstrates strong knowledge of Project Management principles.
  • Demonstrates critical thinking ability to find sound resolutions to customer inquiries.
  • Possesses strong written and verbal communication skills, with attention to detail, to effectively communicate with internal and external stakeholders and customers.
  • Manages time effectively by prioritizing work and completing assignments by deadlines; proven ability to orchestrate multiple activities at once; maintains information and measurement systems and files.
  • Demonstrates self-motivation; finds innovative and creative solutions to solve problems.
  • Builds Strong Relationships: Prioritizes time for the development of relationships and leverages to influence as appropriate.
  • Customer Focus: Demonstrate strong interpersonal skills and a desire to work in a team oriented, open and collegial environment; models customer-focused behavior in all actions and decisions, particularly when interacting directly with customers.
  • Drive Results & Accountability: Understands and appropriately considers the alignment of work to organizational strategy and its impact on the broader team and department; establishes credibility by demonstrating high standards for the work in their area.
  • Champions Change, Productivity & Innovation: Learns and adopts continuous improvement methods for all areas of their responsibility, while identifying and mitigating risks; suggests changes or supports new and/or modified processes which contribute to improved productivity, departmental / divisional performance.
  • Collaboration & Learning: Learns from experience, actively pursues learning and self-development, seeks feedback from leader and team and uses technical/ functional expertise.


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