Director Customer Care

Enwin Utilities•Windsor, ON

8d•CA$170,495 - CA$189,439•Hybrid

About The Position

ENWIN Utilities Ltd. is seeking a Director Customer Care to lead and administer Customer Care operations, including the Customer Service Centre, Billing, Switchboard, and Corporate Communications and Public Relations. The role requires a commitment to the highest standards of customer service, efficiency, productivity, safety, revenue protection, and cost-effectiveness. This position also supports the Privacy Officer and, as a member of senior management, is responsible for leadership, development, and implementation of Key Corporate Objectives.

Requirements

University Degree in Business, Communications, or a related field. An equivalent combination of education and experience may be considered.
Minimum 5 years of progressive leadership experience in customer care, billing, operations, or a related field, including experience leading teams and driving service excellence.
Proven leadership capabilities including effective communication, collaboration, accountability, customer focus, managing change, and the capacity to inspire, coach, empower, and engage teams towards a common vision.
Strong knowledge and ability to develop and manage budgets.
Experience leading within a unionized environment and fostering positive and productive labor relations.
Experience and formal training in communicating with the media.
Demonstrated ability in circumstances requiring excellent verbal and written communication skills, tact, diplomacy, creativity, and conflict resolution skills.
Proven ability to make timely and effective decisions.
Demonstrated awareness of current business issues, trends, and priorities.
Skill and aptitude with business technologies, enterprise systems, Customer Information Systems, with the ability to adapt to new digital platforms and applications.

Nice To Haves

Experience in a regulated utility environment is strongly preferred, including knowledge of billing practices and service delivery models.

Responsibilities

Leading the development and review of Customer Care, Billing, and Corporate Communications/Public Relations goals and objectives, ensuring alignment with departmental strategies, policies, workforce, succession planning, regulations, and corporate goals, with an emphasis on Customer Service Focus.
Identifying, developing, and implementing process improvements and system technologies for productivity efficiencies.
Collaborating on the establishment of Corporate and Departmental Key Performance Indicators.
Recruiting, coaching, developing staff, and monitoring their performance.
Creating, implementing, and overseeing departmental policies, procedures, and strategic communications plans, ensuring alignment with financial, regulatory, safety, and corporate goals.
Serving as a source of information for key stakeholders on Customer Service, Billing, and Corporate Communications/Public Relations matters, including providing briefings and reports for the CEO, Chief Officers, City Councillors, and executives.
Representing ENWIN with respect to escalations from political entities, regulatory agencies, ENWIN's senior management team, and customers.
Overseeing the development, management, and justification of Customer Care, Billing, and Corporate Communications/Public Relations budgets, including providing evidence and justification for electricity rate applications when required.