Job ID: 954

Position Type: Non-Union Permanent Department: Consumer Affairs & Insights Salary Grade: M18 ($145,349 - $187,971)  Job Posting Close Date: 07/09/2026    The Ontario Energy Board is proud to be recognized as one of Greater Toronto’s Top Employers for four years running.   Our success resides with our people and we take great pride in fostering a workplace culture that attracts top-tier professionals passionate about shaping Ontario’s energy future. Our reputation as a preferred employer reflects our commitment to helping deliver clean, reliable, affordable and secure energy that enables economic growth across the province. Our One OEB culture promotes a values-driven, collaborative workplace where diverse perspectives come together to deliver regulatory excellence, and where we encourage curiosity and agility in an environment that is grounded in mental health, wellbeing and a foundational commitment to Diversity, Equity and Inclusion.     We are the ONTARIO ENERGY BOARD.  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. This job posting represents an existing vacancy.  Pursuant to the Accessibility for Ontarians with Disabilities Act, the Ontario Energy Board will make reasonable efforts to provide accommodation to candidates with disabilities in the course of the recruitment process upon written request. We request that candidates seeking accommodation identify their particular accommodation needs as soon as possible in the job selection process. Questions concerning the availability of accommodation in the recruitment process may be forwarded by email to hr@oeb.ca.