Manager, Customer Contact

 

Every day we deliver safe and secure energy to homes, communities, and businesses. We are there when people need us the most. We connect people to the energy they need for the lives they live. The pace of change in society and our industry is accelerating, and our expertise and track record put us in an unparalleled position to shape the sustainable future of our industry. To be successful, we must anticipate the needs of our customers, reducing the cost of energy delivery today and pioneering the flexible energy systems of tomorrow. This requires us to deliver on our promises and always look for new opportunities to grow ourselves and our business. 

• The Manager, Escalated Complaints is responsible for leading teams that handle highly sensitive customer escalations while building strong partnerships with regulators and internal stakeholders to ensure issues are resolved timely and in compliance with regulatory requirements. 

• This role owns performance against Service Quality and regulatory metrics that represent more than $20M in potential financial penalties and reputational risk. Beyond ensuring timely resolution of complaints, the Manager will drive strategic alignment across the Customer Organization by leveraging data and root cause analysis to identify systemic issues and deliver sustainable improvements. 

• As escalated complaints are a critical input to the Voice of the Customer, this role champions initiatives that reduce or eliminate future complaint drivers. Externally, the Manager frequently serves as a key representative of the company to regulators, addressing concerns and demonstrating a thoughtful, customerfocused approach to issue resolution. 

• The role leads a diverse workforce of both union and management employees and is expected to foster a highly engaged, inclusive team environment that supports a Safe to Say culture. Strong written and verbal communication skills are essential, as is the ability to tailor messaging to all levels of the organization and deliver meaningful outcomes on behalf of customers. 

 

 

 

 

This position has a career path which provides for advancement opportunities within and across bands as you develop and evolve in the position; gaining experience, expertise and acquiring and applying technical skills. Internal candidates will be assessed and provided offers against the minimum qualifications of this role and their individual experience.