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About the Role
The Community Relations Specialist is accountable for designing and implementing communication plans to manage customer issues related to construction work. This role involves process mapping, project management, and interfacing with various stakeholders to ensure an exceptional customer experience and support operations groups.
Responsibilities
- Collaborate with a dynamic team to implement proactive and reactive communications for construction programs and enhance customer experience.
- Lead communication and engagement activities for construction projects, including developing and delivering stakeholder engagement plans.
- Initiate and facilitate difficult customer on-site meetings and interventions to protect Toronto Hydro’s brand.
- Collaborate with stakeholders to resolve issues related to equipment, schedules, power outages, and repairs, and manage escalated customer concerns.
- Attend municipal council meetings, community events, and contractor meetings to address customer issues and represent the organization.
- Research, write, edit, and coordinate the production and distribution of external communications materials.
- Coach internal stakeholders on customer communication best practices and act as a brand ambassador.
- Monitor and ensure accurate entry of customer issues into the Community Relations Database.
- Develop, track, and report on customer engagement metrics to influence process improvements.
- Conduct research on civil construction standards, municipal consent requirements, and the Electricity Act to inform communication strategies.
- Utilize management control and reporting systems to forecast, plan, and execute work processes.
- Update external platforms such as the website, planned outage map, and CRM systems.
Requirements
- Undergraduate degree in Communications, Public Relations, Business, Political Science, or a related field, or a combination of experience and education.
- 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.
- Strong written, verbal, and presentation skills with a customer-focused and solutions-oriented approach.
- Proficient in Microsoft Office applications and experienced with Customer Relationship Management (CRM) systems.
- 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.
- 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.
- Willingness to work occasional evenings to support community meetings and events.
Skills
- Communications planning
- Customer service
- Customer experience
- Project management
- Stakeholder management
- Negotiation
- Relationship building
- Organizational skills
- Time management
- Attention to detail
- Problem-solving
- Decision-making
- Business planning
- Microsoft Office
- CRM systems
Location
- Ontario
Work Type
- Hybrid
- Onsite
- Remote
Experience Level
- Minimum five (5) years of progressive experience
Education Level
- Undergraduate degree in Communications, Public Relations, Business, Political Science, or a related field
Salary/Compensations
- $90810 - $113512 Annually
Benefits
- 100% employer paid Health & Dental benefits
- 24/7 access to Employee & Family Assistance Program and Virtual Healthcare
- Company-paid life insurance and long term disability
- Spending account to support fitness goals
- Competitive paid time off (including vacation and parental leave)
- Defined Benefits Pension Plan through OMERS
- Career development and tuition reimbursement
- Exciting employee engagement and appreciation events
About the Company
- Toronto Hydro is committed to leveraging new technologies to support an efficient and inclusive recruitment process.
- Toronto Hydro is committed to fostering an inclusive and accessible recruitment process.
Equal Opportunity
- We welcome applications from all qualified candidates.
- Toronto Hydro is pleased to provide reasonable accommodation for qualified individuals throughout the job application process.