Jobs at Ontario Energy Board (Now Hiring) — 9 open

Overview

Reporting to the Director, Consumers, the Manager is accountable for overseeing the end to end consumer enquiries and complaints function, including both first level intake and escalated complaint resolution. This role leads a team responsible for responding to inquiries via phone, online chat, and written correspondence, while ensuring accurate, timely, and compliant service related to the regulation of the energy sector.

The Manager provides leadership and strategic oversight, using consumer data and insights to improve service delivery and inform decision making. The role fosters a collaborative, inclusive, and high performing culture aligned with the OEB’s mission and values.

Responsibilities

• Lead and motivate teams responsible for front line intake and escalated complaints resolution, ensuring seamless service delivery
• Oversee the handling, tracking, and resolution of consumer enquiries and complaints.
• Manage escalated and sensitive issues with professionalism and sound judgment
• Foster a positive, inclusive work environment focused on service excellence, teamwork, and continuous improvement
• Train and coach staff on effective communication, de-escalation strategies and complaint resolution.
• Analyze contact centre interaction data to identify trends, risks, and opportunities for improvement
• Develop reports and insights to support senior leadership decision making
• Ensure compliance with privacy (FIPPA) and accessibility (AODA) requirements
• Collaborate with internal teams (e.g., IT, Communications, Policy) to align service delivery with organizational priorities
• Support process improvements, including system enhancements and CRM optimization

Qualifications

• 7 years of experience in a consumer relations or call centre environment, preferably unionized
• 3–5 years of management experience in a regulated industry, public sector, or utility setting
• Strong analytical and problem solving skills, with experience using data to drive improvements
• Excellent communication, leadership, and interpersonal skills
• Knowledge of relevant legislation (e.g., FIPPA, AODA) is an asset
• Proficiency in Microsoft Office; CRM experience preferred
• Passion for delivering high-quality, accessible, and responsive customer service
• Bilingualism (English and French) is an asset.