Compliance & Customer Service Administrator

Expected Salary Range : $100943 - $126179 Annually Target Variable Performance Pay: 10%

The salary range shown above reflects the expected compensation for this position. The final salary offered will be determined based on a holistic assessment of the candidate’s experience, education, training, and alignment with the role’s requirements. Reporting to the Manager, Community Relations, the Customer Experience Compliance Consultant is responsible for managing escalated customer disputes and ensuring timely, fair, and professional resolution of complex and sensitive cases. Acting as an independent advocate, you will collaborate with internal stakeholders to mitigate risks, enhance customer satisfaction, and drive improvements that strengthen service delivery and prevent future escalations

T his posting is for an existing vacancy.

Lead high-stakes investigations into escalated customer complaints, ensuring swift, fair, and discreet resolutions that protect Toronto Hydro’s reputation.
Champion the customer experience by collaborating across departments to redesign processes and deliver seamless, customer-first solutions.
Directly engage with customers to resolve a wide range of complex issues, including billing discrepancies, equipment concerns, demand response (DR) service connections, cost disputes related to new connections, street lighting issues and other service-related challenges.
Advocate for fair resolutions that balance customer needs with organizational priorities, fostering accountability and protecting Toronto Hydro’s brand and reputation.
Stay ahead of the curve through industry research, trend analysis, and data-driven insights that shape proactive improvements
Provide insights and recommendations to senior leadership based on investigations and customer experience trends.

Bachelor’s degree in Political Science, Business, Law, or Public Relations.

• Minimum 5 years in communications, government/public affairs, or stakeholder relations.
• 7–10 years of professional experience in customer service or dispute resolution
• Advanced Dispute Resolution (ADR) designation is an asset.
• Master’s degree is an asset.
• Proven ability to work with senior executives on sensitive issues.
• Understanding of regulated environments and legal considerations.
• To support the overall well-being and success of our employees, Toronto Hydro provides a comprehensive total rewards package which includes:
• 100% employer paid Health & Dental benefits
• 24/7 access to Employee & Family Assistance Program and Virtual Healthcare
• Company-paid life insurance and long term disability
• Spending account to support fitness goals (e.g. gym memberships)
• Competitive paid time off (including vacation and parental leave)
• Defined Benefits Pension Plan through OMERS
• This position is based in a hybrid environment allowing for remote work two days per week, based on business needs. You are expected to live in Ontario and within reasonable commuting distance of the office.

Toronto Hydro is committed to leveraging new technologies to support an efficient and inclusive recruitment process. As part of this, artificial intelligence (AI) systems may be used to assist in screening, assessing, or selecting applicants for this position. ACCESSIBILITY AND APPLICATION SUPPORT
Toronto Hydro is committed to fostering an inclusive and accessible recruitment process. Thank you for considering a career with Toronto Hydro. If you’re having difficulty using our online application system and require accommodation, please email View email address on canada.jobradars.com Hydro is pleased to provide reasonable accommodation for qualified individuals throughout the job application process. Compliance, Consultant, Consulting, PR, Technical Support, Legal, Contract, Marketing, Technology