What You Will Do

The Manager, Customer Service, provides leadership and operational oversight of customer-facing functions at GrandBridge Energy. This role ensures high standards of service delivery, regulatory compliance, and strategic alignment with corporate goals. Responsible for overseeing a team of supervisory and professional staff in the areas of customer experience and communications. The Manager plays a vital role in enhancing customer satisfaction and ensuring effective service and collections processes.

Key Responsibilities

Provide leadership and mentorship to direct reports, creating a respectful, collaborative, and customer-focused culture aligned with GrandBridge Energy's core values. Establish performance expectations and monitor operational outcomes through supervisory staff, using performance metrics and data-driven insights to optimize service levels, resource allocation, and operational effectiveness. Provide strategic leadership and oversight for customer service operations, ensuring service strategies, policies, and processes support organizational objectives and a consistent customer experience. Lead and participate in cross-functional projects and system enhancement initiatives that improve customer service delivery, automation, and operational effectiveness. Develop, monitor, and evaluate key performance indicators, including service levels, first contact resolution, and customer satisfaction, using results to drive continuous improvement. Ensure customer service activities comply with applicable regulatory requirements, corporate policies, and privacy legislation, and oversee the appropriate escalation and resolution of compliance-related issues. Identify opportunities to improve processes, technology, and service delivery models, implementing changes that enhance efficiency, service quality, and customer engagement. Resolve complex or escalated customer issues, ensuring fair, timely, and customer-focused outcomes consistent with regulatory requirements and organizational standards. Build and maintain collaborative relationships with internal and external stakeholders to support operational priorities, service excellence, and the successful delivery of organizational initiatives.

What You Will Bring

Post-Secondary Diploma in Business Administration or a related field. Minimum seven years of progressive experience in customer service, including three years overseeing supervisory level employees. Strong understanding of billing, call centre, collections, and service delivery processes. Experience leading organizational change initiatives, including project planning, stakeholder engagement, risk management, and implementation. Understanding of collective agreements and ability to apply their provisions in the day-to-day management of unionized customer service operations. Familiarity with utility regulatory codes and privacy regulations. Demonstrated leadership, problem-solving, and communication skills. Experience using CIS and customer analytics platforms; Microsoft Office proficiency required.

GrandBridge Corporation

39 Glebe Street, P. O. Box 1060 Cambridge, Ontario N1R 5X6 Check us out at https://grandbridgeenergy.com/; https://netoptiks.com/; https://enersure.com Kindly note, we do not entertain unsolicited referrals or resumes from third-party agencies or recruiters for our job postings. We appreciate the opportunity to review all resumes, however due to volume, only those under consideration will be contacted. Any personal information submitted will be managed in accordance with the requirements of the Municipal Freedom of Information and Protection of Privacy Act and will be used only to determine eligibility for employment. GrandBridge Corporation is an Equal Opportunity Employer and is AODA compliant.