Customer Engagement Supervisor

InnServices•Innisfil, ON

4d•CA$49 - CA$59•Onsite

About The Position

InnServices is an award-winning, progressive organization that delivers the highest quality water and wastewater services to Innisfil and other municipalities. We serve over 13,000 households and residences and have over $1.48 billion in infrastructure. InnServices operates facilities 24 hours a day, 365 days a year. Our Mission: To provide safe, reliable, and cost-efficient water and wastewater services, through innovation, that are valued by our communities. To foster an inclusive, supportive, family-oriented utility that values our employees and our communities. Our Vision: To be Canada's most innovative water and wastewater utilities. Our Values: Safety, Quality & Reliability, Innovation & Efficiency, Fiscal Prudence, Supportive & Respectful Culture, Community Leadership & Presence. The Supervisor, Customer Engagement provides leadership, coordination, and operational oversight for all customer and community engagement activities, including communications, digital channels, public-facing content, and engagement initiatives. This role ensures that customer engagement strategies are executed consistently, accurately, and in alignment with corporate objectives, regulatory expectations, and service quality standards. The Supervisor is responsible for supervising Customer Engagement staff, monitoring workloads and deliverables, analyzing engagement metrics, supporting customer-facing communications, and contributing to continuous improvement in customer experience, transparency, and community trust.

Requirements

College diploma or university degree in communications, marketing, public relations, business administration, or related discipline, or equivalent experience.
Supervisory or leadership training or demonstrated equivalent experience.
Excellent attendance and punctuality.
Advanced understanding of customer engagement, communications, and customer service best practices.
Minimum 3–5 years of experience in customer engagement, communications, marketing, or related roles.
Demonstrated experience in a lead, coordinator, or supervisory capacity.
Knowledge of privacy, accessibility, and regulatory communication requirements.
Proficiency with digital platforms, content management systems, social media tools, and analytics dashboards.
Strong proficiency with Microsoft Office applications

Nice To Haves

Experience in a regulated environment and/or utility sector considered an asset.

Responsibilities

Provide day-to-day leadership, coaching, and directions to Customer Engagement staff.
Support onboarding, training, performance management, and professional development of team members.
Assign, prioritize, and monitor work to ensure timelines, quality standards, and service expectations are met.
Act as first point of escalation for Customer Engagement-related issues and staff support.
Foster a collaborative, inclusive, and customer-focused team environment.
Oversee planning, execution, and coordination of customer engagement initiatives.
Ensure messaging is accurate, timely, accessible, and aligned with corporate brand standards and regulatory requirements.
Support Manager in managing community events, stakeholder engagement activities, and public-facing initiatives.
Participate in community events as required, acting as an ambassador for InnPower.
Monitor, analyze, and report on engagement metrics, including social media performance, website analytics, survey results, customer inquiries, and response times.
Prepare regular reports and insights to support decision-making and continuous improvement.
Ensure daily monitoring of Customer Service email, phone, and written inquiries related to engagement and communications, with appropriate distribution and follow-up.
Coordinate cross-departmental requests for engagement materials, forms, and communications support.
Maintain and support customer engagement policies, procedures, and content governance standards.
Identify opportunities to improve efficiency, consistency, and effectiveness of engagement processes.
Support development and implementation of new or enhanced engagement tools, platforms, and practices.
Stay informed on industry trends, digital engagement best practices, and regulatory communication requirements.
Ensure compliance with privacy legislation, accessibility standards, and corporate policies.
Work closely with the Manager, Customer Relations & Engagement, to support department goals and strategic initiatives.
Liaise with internal departments, external partners, contractors, and community stakeholders as required.
Contribute to departmental projects, corporate initiatives, and special assignments as needed.
Perform the duties of the position in a safe manner, in compliance with the Occupational Health and Safety Act, InnServices’ Health and Safety Policy and Procedures Manual, and any other pertinent regulations, to promote a healthy and safe workplace for all employees.