Community Relations Specialist

**WORK ILLUSTRATION**:
Reporting to the Manager, Community Relations, the Community Relations Specialist is accountable for the design and implementation of short and long-term customer communication plans. This role focuses on containing and resolving customer issues relating to construction work and involves process mapping and a variety of project management initiatives. The Community Relations Specialist interfaces with residential, commercial and industrial customers, contractors, and a variety of internal / external stakeholders. This dynamic customer driven individual will support various operations groups in support of work program delivery while ensuring exceptional customer experience.

The incumbent is expected to behave ethically and follow the established code of business conduct, policies and internal control procedures, laws and regulations governing Toronto Hydro.

**_Toronto Hydro has implemented a mandatory vaccination requirement for all its employees. Proof of full vaccination will be required upon receiving a conditional offer of employment. Toronto Hydro will provide reasonable accommodation to individuals who cannot be vaccinated due to disability or any other ground protected by the Ontario Human Rights Code._**

**KEY RESPONSIBILITIES**:

- Collaborates with a dynamic team of professional, technical and support staff to implement proactive and reactive communications in support of construction programs.
- Initiates and facilitates difficult customer on-site meetings and interventions with internal and external stakeholders to promote and protect Toronto Hydro’s brand.
- Negotiates solutions in a collaborative manner for a variety of construction issues including: equipment, schedules, power outages and repairs
- Supports engagement strategies for residential, commercial and industrial customers.
- Initiates corrective action as needed with contractors in order to ensure that an excellent standard of service and a high level of customer satisfaction is maintained.
- Attends Bi-Weekly contractor meetings to ensure customer issues are addressed and corrective actions are identified to achieve a resolution in a timely manner.
- Represents Toronto Hydro at a variety of customer and community engagements, may include evenings and weekend work.
- Utilizes management, control and reporting systems to forecast, plan, execute and control work processes, including the development, tracking, and reporting on customer engagement activities and metrics.
- Develops and delivers communications, marketing, and stakeholder engagement plans and integrates customer communication strategies into the design and construction schedules.
- Researches, writes, edits and arranges production and distribution of Toronto Hydro’s internal and external communications material including: customer letters, presentations, proposals and property agreements.
- Monitors the entries of customer issues into the Community Relations Database to ensure information is recorded accurately and in a timely manner.

**REQUIREMENTS**:

- Bachelor's degree in Communications, Public Relations, Business, Political Science or related field.
- Five (5) or more years of experience in customer communications, customer engagement, public relations, business or government relations
- Must have a valid G license.
- Knowledge of customer experience principles.
- Project Management Professional (PMP) is an asset.
- Knowledge of communications planning is required.
- Knowledge of a regulatory and utility environment is an asset.
- Strong written, verbal, and presentation skills, with a positive customer driven approach.
- Strong attention to detail with solid problem solving and decision-making skills.
- Effective delegation and organizational skills required to ensure issues are resolved in a timely manner.
- Proven stakeholder management, negotiation, and relationship building skills.
- Strong business acumen and results driven approach.
- Business Planning and Project Management: Demonstrates ability to schedule and prioritize work and bring projects in on time and on budget. Demonstrates ability to collaborate with stakeholders effectively.
- Demonstrates Customer Focus: Models customer focused behavior in all actions and decisions, particularly when interacting directly with customers; demonstrates sound judgment when key customer decisions need to be made in their area of responsibility, within their scope of accountability.
- Builds Strong Relationships.
- Drives Results & Accountability.
- Demonstrates Commitment to Environment, Health & Safety.

Toronto Hydro has introduced a Hybrid Work Arrangement. This position allows for remote work up to three days per week, based on business needs. Employees will be required to come onsite on those days when they are involved in activities that they or their leader feel are better conducted in person. You are expected to live in Ontario and within reasonable commuting distance of the office.