Customer Experience Compliance Consultant

Expected Salary Range: $100943 - $126179 Annually

Target Variable Performance Pay: 10%

The salary range shown above reflects the expected  compensation for this position. The final salary offered will be determined based on a holistic assessment of the candidate’s experience, education, training, and alignment with the role’s requirements. For positions covered by a collective agreement, placement within the range will follow the applicable step or classification.

Reporting to the Manager, Community Relations, the Customer Experience Compliance Consultant is responsible for managing escalated customer disputes and ensuring timely, fair, and professional resolution of complex and sensitive cases. Acting as an independent advocate, you will collaborate with internal stakeholders to mitigate risks, enhance customer satisfaction, and drive improvements that strengthen service delivery and prevent future escalations

This posting is for an existing vacancy.

KEY RESPONSIBILITIES:

• Lead high-stakes investigations into escalated customer complaints, ensuring swift, fair, and discreet resolutions that protect Toronto Hydro’s reputation.
• Conduct investigations and identify opportunities to de-escalate and prevent further escalation to external bodies.
• Champion the customer experience by collaborating across departments to redesign processes and deliver seamless, customer-first solutions.
• Directly engage with customers to resolve a wide range of complex issues, including billing discrepancies, equipment concerns, demand response (DR) service connections, cost disputes related to new connections, street lighting issues and other service-related challenges.
• Advocate for fair resolutions that balance customer needs with organizational priorities, fostering accountability and protecting Toronto Hydro’s brand and reputation.
• Stay ahead of the curve through industry research, trend analysis, and data-driven insights that shape proactive improvements
• Provide insights and recommendations to senior leadership based on investigations and customer experience trends.

REQUIREMENTS:

• Bachelor’s degree in Political Science, Business, Law, or Public Relations.
• Minimum 5 years in communications, government/public affairs, or stakeholder relations.
• 7–10 years of professional experience in customer service or dispute resolution
• Extensive experience in issue management and dispute resolution.
• Advanced Dispute Resolution (ADR) designation is an asset.
• Master’s degree is an asset.
• Strong knowledge of formal investigation and dispute resolution processes.
• Exceptional communication and stakeholder management skills.
• Proven ability to work with senior executives on sensitive issues.
• Critical thinking and analytical skills for complex problem-solving.
• Understanding of regulated environments and legal considerations.
• Highly organized with the ability to manage multiple priorities in a fast-paced setting. 

TOTAL REWARDS

To support the overall well-being and success of our employees, Toronto Hydro provides a comprehensive total rewards package which includes:

• 100% employer paid Health & Dental benefits
• 24/7 access to Employee & Family Assistance Program and Virtual Healthcare
• Company-paid life insurance and long term disability
• Spending account to support fitness goals (e.g. gym memberships)
• Competitive paid time off (including vacation and parental leave)
• Defined Benefits Pension Plan through OMERS
• Career development and tuition reimbursement
• Exciting employee engagement and appreciation events throughout the year

This position is based in a hybrid environment allowing for remote work two days per week, based on business needs. Employees will be required to come onsite Tuesday to Thursday. You are expected to live in Ontario and within reasonable commuting distance of the office.

Toronto Hydro is committed to leveraging new technologies to support an efficient and inclusive recruitment process. As part of this, artificial intelligence (AI) systems may be used to assist in screening, assessing, or selecting applicants for this position. These tools are used in combination with human decision-making to ensure fairness and consistency. 

ACCESSIBILITY AND APPLICATION SUPPORT

Toronto Hydro is committed to fostering an inclusive and accessible recruitment process. Thank you for considering a career with Toronto Hydro. We welcome applications from all qualified candidates. If you’re having difficulty using our online application system and require accommodation, please email hr_talent@torontohydro.com or call (416) 542-8000. Toronto Hydro is pleased to provide reasonable accommodation for qualified individuals throughout the job application process. Please note this email is for accommodation requests only. Resumes sent to this email address will not be considered. Learn more about our commitment to accessibility.