Enwin Utilities Looking for Director Customer Care at Windsor, ON Full Time

January 11, 2023

ENWIN Utilities Ltd., is currently accepting applications for the position of:

Director Customer Care

Reporting to the VP Customer Care and Corporate Operations, the successful applicant will be responsible for the direction, guidance, and administration of the Customer Care operations inclusive of the Customer Service Centre; Corporate Communications and Public Relations; Billing; Cashiering; and Switchboard with a commitment to achievement of the highest standards of customer service while demonstrating a dedication to the principles of efficiency; productivity; safety; protection of company revenue and cost effectiveness. As a member of senior management responsible and accountable for the leadership, development and implementation of Key Corporate Objectives.

The key responsibilities include and are not limited to: leading the development and review of Customer Care, Corporate Communications / Public Relations, and Billing goals and objectives ensuring these are aligned with departmental strategies, policies, workforce, succession planning, regulations and corporate goals and objectives, with particular emphasis on the strategic priority of Customer Service Focus; identifying, developing, and implementing process improvements and system technologies related to productivity efficiencies; collaborating on the establishment of Corporate and Departmental Key Performance Indicators; recruiting and coaching and developing staff and monitoring their performance; creating, implementing and overseeing departmental policies, procedures and strategic communications plan, ensuring alignment with the financial, regulatory, safety, and corporate goals; is a source of information for all key stakeholders on matters related to Customer Service, Corporate Communications/Public Relations, and Billing which includes the need for briefings and reports for the CEO, Vice Presidents, City Councillors and executives; represents ENWIN with respect to escalations from political entities, regulatory agencies, ENWIN’s senior management team, and customers; has overall responsibility for development, management and justification of Customer Care, Corporate Communications/Public Relations, and Billing budgets including provision of electricity rate application evidence and justification for areas of responsibility when required.

The successful applicant must have the following skills and competencies:

• University Degree in Business, Communications, or related field.
• Minimum 5 years of similar or related experience
• Background, knowledge and experience in customer care (including billing) in a regulated utility environment considered an essential asset
• Enhanced knowledge of budgeting and financial review is an asset
• Experience working in a unionized environment
• Experience and training 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 personal computers and business software packages such as Microsoft Office, SAP, Outlook.

Qualified applicants may submit their resume to the Human Resources department, at https://www.applicantpro.com/openings/enwin/jobs up to and including Tuesday January 31, 2023. Please quote file EWU-22-01-067 on application. Resumes submitted electronically will only be accepted in MS Word or PDF Format. Although all applications are appreciated, only those candidates selected for an interview will be contacted.

ENWIN believes there is significant value in the diversity within our workforce and we are committed to continually enhancing and improving diversity and inclusion throughout our organization. As an equal opportunity employer, we encourage all qualified individuals to apply for employment opportunities and believe that strength flows from our individual differences and enables us to effectively serve our community.

ENWIN Utilities Ltd. provides accommodation in accordance with applicable laws through all stages of the hiring process. If you require accommodation for any part of the application and hiring process, please advise the Human Resources Department.