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Community Relations Specialist
3 weeks ago
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 and external stakeholders. This dynamic customer driven individual will support various operations groups in support of work program delivery while ensuring exceptional customer experience.
**KEY RESPONSIBILITIES**:
- Collaborates with a dynamic team of professional, technical and support staff to implement proactive and reactive communications in support of construction programs and enhance customer experience.
- Leads communication and engagement activities for a portfolio of construction projects, including the development and delivery of stakeholder engagement plans aligned with design and construction schedules.
- Initiates and facilitates difficult customer on-site meetings and interventions with internal and external stakeholders to promote and protect Toronto Hydro’s brand.
- Collaborates with internal and external stakeholders to resolve issues related to equipment, schedules, power outages, and repairs, and manages escalated customer concerns to protect Toronto Hydro’s brand.
- Attends municipal council meetings, community events, and bi-weekly contractor meetings to address customer issues, identify corrective actions, and represent the organization. Represents Toronto Hydro at a variety of customer and community engagements, may include evenings and weekend work.
- Researches, writes, edits, and coordinates the production and distribution of external communications materials such as customer letters, presentations, proposals, and property agreements.
- Coaches internal stakeholders on customer communication best practices and acts as a brand ambassador at public engagements.
- Monitors and ensures accurate and timely entry of customer issues into the Community Relations Database.
- Develops, tracks, and reports on customer engagement metrics to influence process improvements and address reporting gaps with actionable recommendations.
- Conducts research on civil construction standards, municipal consent requirements, and the Electricity Act to inform communication tools and strategies.
- Utilizes management control and reporting systems to forecast, plan, and execute work processes, and updates external platforms such as the website, planned outage map, and CRM systems to improve transparency and communication.
**REQUIREMENTS**:
- Undergraduate degree in Communications, Public Relations, Business, Political Science, or a related field.
- Minimum five (5) years of progressive experience in customer communications, engagement, public relations, business, or government relations.
- Valid G-class driver’s license.
- Knowledge of communications planning, customer service, and customer experience principles.
- Project Management Professional (PMP) certification is an asset.
- Strong written, verbal, and presentation skills with a customer-focused and solutions-oriented approach.
- Demonstrated skills in stakeholder management, negotiation, engagement, and relationship building.
- Strong organizational, time management, and attention to detail.
- Effective problem-solving and decision-making abilities.
- Knowledge of regulatory and utility environments is an asset.
- Strong business acumen with a results-driven mindset.
- Proven ability in business planning and project management, including scheduling, prioritizing, and delivering projects on time and within budget.
- Ability to work independently and collaboratively in a team environment.
- Demonstrates customer focus, accountability, and commitment to environment, health, and safety.
- Comfortable with mainly office-based work and regular field visits to engage with construction crews, contractors, councilors, BIAs, RAs, and customers.
- Willingness to work occasional evenings to support community meetings and events.
This position is based in a hybrid environment allowing for remote work two days per week, based on business needs. Employees will be required to come onsite Tuesday to Thursday. You are expected to live in Ontario and within reasonable commuting distance of the office.
**Job Segment**:CRM, Project Manager, PR, Public Policy, Relationship Manager, Technology, Marketing, Customer Service, Government
