At Hydro we work to foster positive work-life balance and offer remote or hybrid working arrangements for some positions based on the nature of work being performed and an assessment of other relevant factors.

Opportunities, Growth, Job Satisfaction...Join the Hydro Team.

Manager, Customer Service & Billing
Competition #: NLH-RE-25-072
Status: Permanent
Location: St. John's

Our employees are at the heart of what we do. We're looking for passionate and performance focused people - people who want to make a difference for our customers and who share our values.

Key Responsibilities:

Under the direction of the Director, Public Affairs and Customer Service, the Manager, Customer Care, is accountable for the overall relationship between Newfoundland Labrador Hydro and its domestic residential customers as well as the protection of Hydro's revenue through the billing function. Serves as the single point of contact for all services and communications provided by Newfoundland Labrador Hydro, and leads the resolution of electricity-related issues impacting our customers. Has an opportunity to influence the strategic direction of customer service with respect to the company's key customers, and is responsible for the change management of major customer service processes, including the oversight of the replacement of Hydro's metering technology and improvements to Hydro's billing procedures. Provides direct supervision to staff responsible for all billing, and works in collaboration with other technical roles in the company to ensure timely and effective complete of the industrial billing process. Provides direction and advice to regional office staff, other departments, and groups within the organization on Customer Service and revenue protection issues, and works closely with senior leaders and Hydro Executive.

Manages and provides direct supervision to a diverse group of employees including: the Supervisor, Customer Care and Billing Supervisor. Responsible for a staff of 20+permanent, term, temporary, and piece meal meter readers roles, including union and non-union staff under two different collective bargaining agreements. Provides direction and advice to Regional Office staff and other departments and groups within the company on Customer Service issues. Plans and develops long-term customer service goals and strategic objectives. Leads the execution to enhance processes, technology, and culture change as it pertains to the customer experience across the company.

SUMMARY OF JOB FUNCTION

Manages the people, processes, and budgets associated with Hydro's Customer Service activities and develops and executes the long-term customer service strategy, including:

1. Revenue Protection and Billing Accuracy
2. Planning, Administration and Business Process Improvement
3. New Services/CIAC
4. Meter Reading & Reporting, including the implementation of the new metering technologies
5. Customer Billing (Rural)
6. Collections
7. Customer Communications
8. Damage Claim Processing
9. Industrial & Retail Customer Invoicing and Settlement

Development and governance of Hydro's cross organizational customer service strategic plan strategic initiatives to identify customer experience requirements which may include changes to processes, policies, and enhanced technology capabilities

What We're Looking For:

• Strong written and oral communication skills;
• Strong interpersonal skills to foster effective working relationships with members of various team;
• Excellent analytical skills and problem-solving abilities.

What You'll Need:

You have a Bachelor Degree in Business, Commerce, Technology or equivalent combination of technical and business education. You have a minimum of 10+ years progressively responsible experience in the utility industry, specifically in the area of customer service.

CLOSING DATE: June 6 2025

We're looking for energy we can count on!

Wondering what to expect when starting a career at Hydro? Click here to learn more.

Newfoundland and Labrador Hydro is the people's utility that you can count on - providing safe, cost-conscious, reliable electricity while harnessing sustainable energy opportunities to benefit the people of Newfoundland and Labrador. We value our employees, we take care of each other, we recognize excellence, we respect individuality and we work hard to create an inclusive and welcoming workplace. People who work at Hydro feel like they're part of a community and we give back to the communities where we live and work to make them stronger. There's lots to learn at www.nlhydro.com
We're looking for energy we can count on!

Apply Now.

Our company values diversity and inclusion in the workplace and encourages applications from diverse candidates, including women, Indigenous peoples, persons with disabilities and members of visible minorities.

Submit your application online. Please quote the competition number with your application. We thank all applicants for their interest; however, only those considered for an interview will be contacted.