Job Summary

Supports significant / large road, water and wastewater infrastructure construction projects through proactive public engagement, communications and customer service, upholding Halton Region’s commitment to exceed customer experience expectations. Acts as a one-window point of contact for customer experience related to Regional infrastructure projects.

Duties & Responsibilities

• Acts as a single point of contact for any customer issues related to assigned Regional infrastructure construction project(s).
• Responds to customer inquiries / complaints received by telephone, e-mail or in-person during construction site visits.
• Develops and maintains an expert level of knowledge and understanding of assigned Regional infrastructure projects, and their context within the overall 10-year capital delivery plan.
• Researches and provides information to the Divisional and Departmental leadership team, in response to inquiries / complaints by engaging and following up with internal and external resources associated with projects.
• Drafts convincing, professional quality responses and other forms of correspondence related to customer inquiries / complaints for Divisional and Departmental leadership team.
• Maintains complete and accurate documentation of all customer inquiries / complaints and responses provided.
• Participates, gathers information and provides input in the development of project specific communications strategies and plans.
• Assists in developing, engages and disseminates project related information to customers and stakeholders, using different strategies and channels through the entire life cycle of the project.
• Supports Project Managers in ensuring consistency, timeliness, completeness and accuracy of construction project related information across all channels (e.g. web page, online maps, printed notices, e-mail notices, road signs, newspaper advertisements, etc.).
• Liaises with key project stakeholders, the public and the project team on issues related to construction during the entire life cycle of project delivery.
• Performs regular site visits and brings forward issues, such as noise, traffic management, parking, dust control, debris disposal, construction hours, truck routing and equipment storage during construction, etc., that may arise during a project.
• Monitors and reports on the impacts of construction during the project to the Divisional leadership team.
• Keeps up to date with new / changing legislations, standards and regulatory processes.
• Provides input to continuously improve internal processes and systems.

Skills & Qualifications

Essential

• Post-secondary education in Engineering (preferable) and/or Business.
• Minimum three (3) years of relevant experience in a customer service or public relations role (Engineering / Construction environment preferred).
• Demonstrated ability to handle sensitive situations and difficult conversations with tact, professionalism and discretion.
• Excellent problem solving, complaint resolution skills with the ability to maintain composure when dealing with customer demands and excellent interpersonal skills.
• Ability to form and maintain strong relationships with internal and external stakeholders and customers.
• Excellent verbal and written communication skills with proficiency in drafting responses and other forms of correspondence that is sensitive and political in nature.
• A good understanding of general project management principles and practices.
• Demonstrated experience in Microsoft Office software, customer relationship management solutions, and multi-media (telephone, E-mail, social media and TTY).

Preferred

• Technical understanding of planning, design, construction and commissioning of road, water and wastewater infrastructure, including best practices and evolving technologies and methods.

Working/ Employment Conditions

Working Conditions

• Flexibility in work hours and schedules, including weekends, is required for frequent trips to project sites.
• Travel will be required; incumbent must provide his or her own transportation.

Employment Conditions

• The successful candidate will be made an offer of employment on condition that the Regional Municipality of Halton receives a current (obtained within the past six (6) months), original and acceptable Criminal Records Check, by the first day of employment.
• In support of the Region’s commitment to a healthy and safe workplace and community, the Region has a vaccination requirement for all employees. The successful candidate will be made an offer of employment on the condition of being fully vaccinated against COVID-19 and able to provide proof of vaccination. The candidate will be asked to provide the Region with proof of full vaccination, prior to their employment start date. The requirement to be fully vaccinated is subject to the Ontario Human Rights Code. If the candidate is unable to vaccinate for a reason protected by the Code, a request for accommodation can be requested and written proof satisfactory to the Region will be required.