Customer Care Solutions ConsultantPosting Date:Mar 5, 2026Location:Toronto, ON, CAExpected Salary Range : $100943 - $126179 AnnuallyTarget Variable Performance Pay:10%The salary range shown above reflects the expected compensation for this position. The final salary offered will be determined based on a holistic assessment of the candidate’s experience, education, training, and alignment with the role’s requirements. For positions covered by a collective agreement, placement within the range will follow the applicable step or classification.Reporting to the Manager, Customer Operations Projects, the Customer Care Solutions Consultant is responsible for the identification, prioritization, and implementation of effective customer focused solutions and projects to meet business objectives such as productivity and customer experience improvements in alignment with regulatory plans within the Customer Care and Revenue Services group. The incumbent works in close partnership with the Information Technology team to ensure system solutions and the long‑term technology road map meets divisional requirements.This posting is for an existing vacancy.KEY RESPONSIBILITIES:Leads the requirements gathering, implementation and timing of projects on behalf of business unit leaders; assists in preparation of strategic business plans and associated presentationsCollaborates with other departments and vendors to ensure the Customer Care key performance indicators and strategic objectives are metFacilitates the introduction of recent customer experience processes, and technologies to staffPlans and develops business cases to support large scale divisional projects including the recommendation of best practice process and system improvements across both functional and technical domainsProvides business analysis and data assessments to make informed decisions and recommendationsAssesses and evaluates the current state of the Customer Care (Customer Support Centre, Accounts Receivable, Meter Data Collection and Management, and Metering Operations) operational environment,



identifying new opportunities and risksDevelops, implements and manages systems related to customer experience, ensuring business requirements and customer needs are addressed. Partners with IT to develop and implement systems that support the customer care modelActs as a key business resource for projects and initiatives within the Customer Care area, managing multiple projects; developing work plans and providing project status updates; ensuring high quality standards and milestonesREQUIREMENTS:University degree in Business Administration, Management Systems or related discipline, a combination of experience and education may be consideredFive (5) years of experience with business process redesign, analysis of business processes and identifying areas for improvement and development of new processesProgressive experience in business projects implementationPMP certification from PMI or Six Sigma Certification is strongly preferredThree (3) years leadership experience preferredOperational experience in a contact centre and/or accounts receivable operation is a strong assetDemonstrated analytical skills coupled with business knowledge preferred, ideally in the utility sectorKnowledge of systems related to customer care, customer experience, AMI (Advanced Metering Infrastructure), customer billing or accounts receivable systems preferredFully proficient in use of MS Office, MS Project,



MS Visio and other project management toolsKnowledge of customer care processes both functional and technicalStrong facilitation and stakeholder management skillsProblem solving and decision‑making skillsDemonstrated superior verbal and written communication skillsDemonstrated ability in project managementDemonstrated abilities of working collaboratively with multiple work groupsContract and vendor management skillsTo support the overall well‑being and success of our employees, Toronto Hydro provides a comprehensive total rewards package which includes:24/7 access to Employee & Family Assistance Program and Virtual HealthcareCompany‑paid life insurance and long‑term disabilitySpending account to support fitness goals (e.G. gym memberships)Competitive paid time off (including vacation and parental leave)Defined Benefits Pension Plan through OMERSCareer development and tuition reimbursementExciting employee engagement and appreciation events throughout the yearThis 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.Toronto Hydro is committed to leveraging new technologies to support an efficient and inclusive recruitment process. As part of this, artificial intelligence (AI) systems may be used to assist in screening, assessing, or selecting applicants for this position. These tools are used in combination with human decision‑making to ensure fairness and consistency.ACCESSIBILITY AND APPLICATION SUPPORTToronto Hydro is committed to fostering an inclusive and accessible recruitment process. Thank you for considering a career with Toronto Hydro. We welcome applications from all qualified candidates. If you’re having difficulty using our online application system and require accommodation, please email [email protected] or call (416) 542-8000. Toronto Hydro is pleased to provide reasonable accommodation for qualified individuals throughout the job application process. Please note this email is for accommodation requests only. Resumes sent to this email address will not be considered. Learn more about our commitment to accessibility.#J-18808-Ljbffr

📌 Customer Care Solutions Consultant - C$100,943 - C$126,179 A Year (Toronto)
🏢 Toronto Hydro
📍 Toronto