Advisor, Public Information - Bilingual (12-month contract)

Responsibilities

• Provide senior-level expertise and exercise de-escalations techniques when handling inquiries and complaints about Ontario’s energy sector and regulations.
• Provide guidance and expertise to internal and external individuals using Board policies, industry trends, and energy sector knowledge.
• Consult with managers and/or departments for information pertaining to the assignment of IRE (Industry Relations Enquires) complaints.
• Investigate and assess complaints or allegations by gathering evidence from all parties.
• Issue appropriate documentation with an action plan so that all consumer complaints are logged for action and follow-up.
• Act as a subject matter expert and trusted advisor by providing guidance to stakeholders and consumers, fostering strong relationships, and staying current on industry trends to support informed decision-making and policy interpretation.
• Lead and support staff by developing training materials, establishing business rules, and collaborating with IT to ensure systems are in place for effectively recording and monitoring disputes and allegations.
• Monitor, analyze, and report on complaint trends and systemic issues related to OEB policies and procedures, providing data-driven insights and policy recommendations to senior management through regular reports and presentations.
• Review complaints, inquiries, surveys, and correspondence to ensure compliance with established standards, while monitoring call center performance to ensure service level agreements (SLAs) are consistently met.

Overview

Under the direction of the Manager, the Advisor Public Information will investigate, research, and resolve sensitive and high-risk complaints against the Ontario Energy Board as they relate to OEB’s procedures and policies.  The Advisor is responsible for handling various forms of dispute resolution relating to concerns raised by First Nations, MPPs, MPs, Ombudsman Ontario, and any media-related complaints against the Ontario Energy Board. 

The Advisor, Public Information excels in a fast-pasted environment where no two days are the same, approaching each day thoughtfully and with a commitment to service excellence.  You build and maintain excellent relationships with both clients and colleagues, ensuring authenticity, transparency and integrity in all interactions.

Qualifications

• University degree in Business, or related discipline.
• Preferred: Bachelor’s degree with post-graduate certification in dispute resolution, conflict management or mediation.
• Bilingual in French/English
• Minimum: 3 years’ experience in investigation techniques, dispute resolution, conflict management, mediation, and customer service
• Preferred: 5 years’ experience in investigation techniques, dispute resolution, conflict management, mediation, and customer service in a regulated industry or public utility setting.
• Demonstrated self-starter with the ability to work independently, take initiative and solve problems proactively.
• Excellent written and verbal communication skills, with the ability to interact with all levels of the organization.
• Proficient knowledge in Microsoft Office (Word, Excel, PowerPoint), Teams
• Certified in dispute resolution, investigation techniques, and mediation preferred.