Director of Customer Service


London Hydro Inc.
London, Ontario


Last Day to Apply: May 09, 2016

 

 


Director of Customer Service

 

Are you passionate about Customer Service, and interested in joining an innovative company full of talented employees? Are you ready to implement your vision of customer-service excellence for London Hydro’s customers? Then, definitely apply to become London Hydro’s Director of Customer Service.

 

Reporting to the VP-Corporate Services and CIO, and as a member of the leadership team, you will be responsible for the strategic direction, leadership, management and overall success of customer relationship management, the Customer Service contact centre, revenue protection/collections, the customer information and billing system, and regulatory compliance on customer-service matters. You will also contribute more broadly towards ensuring that the goals, objectives and strategic plan of the corporation are achieved. 

 

COMPETENCIES

You are a creative, agile, decisive and persuasive thought leader who recognizes the importance of teamwork and affiliation. You drive results through a focus on innovative, customer-centric, scalable solutions, business models and processes.

 

JOB DUTIES

With a goal of achieving or surpassing initiatives and targets as established in the corporation’s strategic plan, you will focus on three key areas:

 

Customer Service

    • Coordinate and manage the activities and services of all areas that engage in billing, inquiry, and collection of London Hydro accounts. Resolve customer inquiries/escalations.
    • Ensure the successful design and execution of the resource and business plan and performance objectives for the Customer Service departments, with a combined focus on customer satisfaction and financial prudence. Design and optimize service-delivery model(s). Recruit/select and manage a variety of outsourced services and in-house personnel in support of these objectives.
    • Facilitate the development and enforcement of policies, procedures, methods, standards and information systems for departmental functions.
    • Contribute to change initiatives with respect to information technology (Customer Information System and associated customer-facing solutions).
    • Promote, encourage and ensure the development, professionalism, health and safety of the Customer Service team.

 

Corporate

    • Liaise with industry professionals, customers, city officials, industry associations, regulators and other agencies, representing the corporation regarding customer service matters.
    • Contribute to the development and implementation of London Hydro’s strategic plan, as well as long-term and annual business plans.  

 

Regulatory Compliance

    • Prepare supporting documentation and rationales for rate applications and other regulatory filings.
    • Ensure that all regulatory and legislation-compliance matters pertaining to the responsibilities of the Customer Service departments are fulfilled.

 

QUALIFICATIONS

    • University degree in a related field
    • At least 10 years of progressive, managerial/supervisory experience at a senior level
    • Experience in a customer service / call centre environment (preferably in a regulated, electric-utility sector, with a knowledge of electricity billing systems and processes, and Ontario Energy Board and IESO regulations and processes)
    • Experience liaising with senior management, customers and external agencies
    • Proven leadership ability, preferably in a unionized setting
    • Strong business acumen
    • Ability to establish and maintain positive and effective cross-functional relationships at all levels of the organization
    • Experience in preparing detailed reports and analyses, and delivering presentations to various audiences
    • Demonstrated ability to employ effective conflict resolution

 

About London Hydro

For over a century, London Hydro has been providing safe, affordable and reliable electricity to a diverse customer base. We are one of the area’s larger employers, with a highly skilled and motivated team of people across many different occupations. Through this dedicated team and an extensive network of overhead and underground power lines, we power over 150,000 homes and businesses, and continue to improve the way people live and work.

 

For more information and to apply

To find out more about London Hydro, as well as this and other opportunities to join our team, please visit our website at www.londonhydro.com. If you are both qualified and safety-focused, we invite you to send your resume, by Monday, May 2, 2016, to: Human Resources Department, London Hydro Inc., P.O. Box 2700, London, ON  N6A 4H6. Fax: 519-661-5164. E-mail (quote Director, Customer Service in the subject line and ensure that you attach your resume): jobs@londonhydro.com. The successful candidate will be required to complete a Criminal Record Check prior to the commencement of employment. An education check will also be conducted.

 

London Hydro is an equal opportunity employer. Accommodation is available under the Human Rights Code and the Accessibility for Ontarians with Disabilities Act.

 

While we appreciate all applications received, only those invited for an interview will be acknowledged.  Any personal information submitted will be managed in accordance with the requirements of the Municipal Freedom of Information and Protection of Privacy Act and will be used only to determine eligibility for employment.

 

In accordance with Canadian immigration requirements, this advertisement is directed to Canadian citizens and permanent residents of Canada.

 

 

 

 

 

April 20, 2016

Skip to the main content