Manager of Customer Care

Competition #

HW26-67

Title

Manager of Customer Care

Department

Corporate Services

Primary Function

The Manager of Customer Care is accountable for the strategic leadership, governance, and performance of Halifax Water’s customer service operations. This role ensures customer-facing services are delivered consistently, efficiently, and in alignment with corporate objectives, regulatory requirements, and customer expectations. The Manager of Customer Care drives service excellence, process improvement, risk mitigation, and revenue protection across all customer contact channels.

Duties & Responsibilities

• Uses discretion and interpretation of Halifax Water regulations to create Standard Operating Procedures (SOPs) and workflows aligned with Halifax Water’s objectives and values, ensuring the Customer Care department operates effectively and provides accurate, excellent service to internal and external customers.
• Designs and oversees business processes related to work order creation, service request handling, and meter-related appointment scheduling, ensuring timely and accurate service delivery.
• Leads and coordinates departmental training initiatives, including onboarding, cross-training, and continuous learning, to ensure staff competency, compliance, and service consistency.
• Liaises with other Halifax Water departments, elected officials and outside agencies including HRM’s Call Centre and Halifax Water’s after-hours call service provider ensuring a collaborative environment to support the development and alignment of customer-facing processes and service workflows.
• Manages customer service telephony and digital communication tools, including queue management, call routing, recordings, templates, webchat tools, and quality assurance processes.
• In collaboration with Legal Services, Executive Leadership, and the General Manager, evaluates and proposes updates to Halifax Water regulations and customer-related policies.
• Manages the Dispute Resolution Officer (DRO) and High-Level Complaints (HLC) processes, developing and maintaining SOPs and required documentation.
• Develops and implements internal policies and procedures that ensure the timely collection of aged receivables and the effectiveness of collections activities.
• Oversees payment intake and processing methods, including in-person payments at 450 Cowie Hill Road, ensuring accuracy, controls, and customer convenience.
• Accountable for driving technological advancements for customer service technologies, including CRM, call monitoring, and quality assurance systems, recommending enhancements based on performance data and customer feedback.
• Collaborates with corporate communications team on communication strategies in alignment with corporate initiatives to ensure excellent public relations through various channels of customer contact and correspondence utilizing Halifax Water’s website and customer portal.
• As owner of Customer Connect, Halifax Water’s customer portal, responsible for recommending and approving enhancements based on both analytics and customer feedback to ensure portal features meet customer needs.
• Manages staffing activities within Customer Care, including recruitment, performance management, coaching, discipline, and labour relations, in accordance with policies and the CUPE 1431 collective agreement.
• Provides mentorship and guidance to all Customer Care team members to support their personal and professional growth, ensuring their development aligns with Halifax Water's succession planning objectives.
• Performs other related duties and responsibilities as required.

Reporting Relationships

Reports to: Director, Corporate Services / CFO

• Supervises:
• Customer Care Supervisors (who supervise)
  • Customer Care Representatives
  • Senior Customer Care Representatives
  • Collection Clerks
• Office Assistant (shared resource)
• Workforce Management & Data Analyst

Minimum Qualifications

Education and Experience

Minimum Qualifications:
Education:

• Post-secondary education – a degree in Business Administration, Commerce, Accounting, or a related field.
• Other equivalent relevant combinations of education and work experience may be considered.

Experience:

• 5 - 7 years of experience in a customer service environment at a supervisory or managerial level.
• Demonstrated experience with cloud-based telephony systems and corporate enterprise platforms.
• Proven expertise in managing and designing end-to-end processes.

Other Requirements

Certificates/Licenses/Registrations:

• Must be willing to undertake and maintain the following safety training:
• First Aid
• Globally Harmonized System (GHS) (Formerly WHMIS)
• Additional safety training as identified based on legislative and operational requirements

Knowledge, Skills and Abilities

Other Knowledge, Skills and Abilities:

• Demonstrated excellence in leadership and people management
• Exceptional communication and interpersonal skills
• Effective interpersonal and relationship building skills
• Dedicated motivator with a positive attitude
• Proficiency in Labour Relations
• Excellent analytical abilities
• Demonstrated strategic thinking

How to Apply

Completed cover letters and application forms [PDF] or resumes, stating Competition #HW26-67 must be received by 12:00 p.m., June 26, 2026. Please forward to:

Mail

• Halifax Water
  HR Department
  P.O. Box 8388, RPO CSC
  Halifax, NS
  B3K 5M1

Fax

• View phone number on halifaxwater.ca

Email

• Show email

Please note: Only applicants invited for an interview will be contacted.

Conditional Items Required for Employment:

• Satisfactory background check
• Satisfactory pre-employment testing

Halifax Water is an equal opportunity employer.

Halifax Water’s goal is to be a diverse workforce that is representative of the community we serve, at all job levels. Halifax Water believes a diverse workforce positively contributes to its success, and the success of our community. We encourage applications from qualified African Nova Scotians, LGBTQ+ community, racially visible persons, women in non-traditional positions, persons with disabilities and Indigenous persons. Halifax Water encourages applicants to self-identify in the cover letter.