Manager, Customer Services

GrandBridge Energy Inc. • Brantford, ON

2h

About The Position

The Manager, Customer Service, provides leadership and operational oversight of customer-facing functions at GrandBridge Energy. This role ensures high standards of service delivery, regulatory compliance, and strategic alignment with corporate goals. Responsible for overseeing a team of supervisory and professional staff in the areas of customer experience and communications. The Manager plays a vital role in enhancing customer satisfaction and ensuring effective service and collections processes.

Requirements

• Post-Secondary Diploma in Business Administration or a related field.
• Minimum seven years of progressive experience in customer service, including three years overseeing supervisory level employees.
• Strong understanding of billing, call centre, collections, and service delivery processes.
• Experience leading organizational change initiatives, including project planning, stakeholder engagement, risk management, and implementation.
• Understanding of collective agreements and ability to apply their provisions in the day-to-day management of unionized customer service operations.
• Familiarity with utility regulatory codes and privacy regulations.
• Demonstrated leadership, problem-solving, and communication skills.
• Experience using CIS and customer analytics platforms; Microsoft Office proficiency required.

Responsibilities

• Provide leadership and mentorship to direct reports, creating a respectful, collaborative, and customer-focused culture aligned with GrandBridge Energy's core values.
• Establish performance expectations and monitor operational outcomes through supervisory staff, using performance metrics and data-driven insights to optimize service levels, resource allocation, and operational effectiveness.
• Provide strategic leadership and oversight for customer service operations, ensuring service strategies, policies, and processes support organizational objectives and a consistent customer experience.
• Lead and participate in cross-functional projects and system enhancement initiatives that improve customer service delivery, automation, and operational effectiveness.
• Develop, monitor, and evaluate key performance indicators, including service levels, first contact resolution, and customer satisfaction, using results to drive continuous improvement.
• Ensure customer service activities comply with applicable regulatory requirements, corporate policies, and privacy legislation, and oversee the appropriate escalation and resolution of compliance-related issues.
• Identify opportunities to improve processes, technology, and service delivery models, implementing changes that enhance efficiency, service quality, and customer engagement.
• Resolve complex or escalated customer issues, ensuring fair, timely, and customer-focused outcomes consistent with regulatory requirements and organizational standards.
• Build and maintain collaborative relationships with internal and external stakeholders to support operational priorities, service excellence, and the successful delivery of organizational initiatives.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: Associate degree