Analyst, Ombuds

**Posting End Date**:
September 23, 2024

**Employee Type**:
Regular-Full time

**Union/Non**:
This is a non-union position

At Enbridge every customer matters And their concerns even more

It's the job of the office to handle and resolve challenging matters/issues in a manner that promotes fairness, accountability, and transparency.

An exciting opportunity has come up to join this dynamic team. We're looking to hire an Analyst in our North York, ON office. This position will appeal to someone who shares the same customer values, loves problem solving and is able to hold difficult discussions while finding opportunities for customer coaching, and internal process improvements.

You have strong collaboration, analytical and attention to detail skills and is keen to expand your exposure to a wide range of internal and external collaborators.

We offer opportunities for growth, and a competitive benefits and pension package including generous time off.

**What You Will Do**:

- Responsible for completing all escalated complaints (CCR’s & RAPS) from the OEB within the specified timelines.
- Interact with various Social Service Agencies and Government offices to resolve customer complaints.
- Provide investigation & response to Public Affairs for customer related social media billing inquiries.
- Root cause analysis on all complaints, with process improvement in mind.

**Who You Are**:
You have the following education and experience:

- Related university degree or technical diploma with limited experience OR equivalent combination of related certification and a minimum of five years directly related experience.
- Conflict resolution or case review/management experience.
- Strong professionalism, collaboration, time management, and organizational skills and the ability to work with mínimal supervision.
- Proven computer skills, including Microsoft Office.
- Ability to multi-task with a high degree of accuracy and under pressure.
- Excellent written and oral communication skills.
- Strong interpersonal and analytical skills.
- Ability to work independently and prioritize a demanding workload.

**Following are the preferred skills and asset**:

- Working knowledge of customer processes including an understanding of meter, service, billing and collection processes.
- Experience with customer information system (SAP, Maximo).
- Knowledge and understanding of the natural gas utility and its operations.
- Previous experience in risk management with a major energy or pipeline company.

**Working Conditions**:This is an office based role.

**Flex work**:
Enbridge provides competitive workplace programs that differentiate us and offer flexibility to our team members. Enbridge’s FlexWork (Hybrid Work Model) offers eligible employees the opportunity to work variable daily schedules with a flexible start or end time, to opt for a compressed workweek schedule or the option to work from home on Wednesdays and Fridays. Role requirements determine your eligibility for each option. #LI-Hybrid

Information For Applicants:

- Applications can be submitted via our online recruiting system only.
- We appreciate your interest in working with us; however, only those applicants selected for interviews will be contacted.