Job Title

Manager, Customer Care

Company, Department

Nova Scotia Power, Customer Care Administration

Location:

Halifax, Nova Scotia, Hybrid

Type Of Employment

Regular, Full-Time

Closing Date

February 12 th , 2024

Reference Number

2023-2309

The Opportunity

We are looking for a Manager, Customer Care to join our Customer Care Administration team. Reporting to the Senior Manager, you will lead and direct the Customer Care Center at Nova Scotia Power. This position requires strong communication skills and the ability to lead and motivate a large team as well as the ability to drive continuous improvement in processes to improve customer and employee satisfaction.

Key Elements Of This Role Include

• Improving processes and service delivery to drive efficiency and customer satisfaction.
• Managing outage response for customers including leading the Customer Care Center in a key role through during all level of storms.
• Accountable for overall resolution of escalated service experiences with customers and stakeholders at all levels.
• Strong people leadership skills with skill to motivate, engage and drive employee satisfaction.
• Motivating and leading through organizational change and business transformation.
• You will work flexible hours within a 24-hour, 7 day per week operation and you will support after hours outage duty.
  
  

You will be responsible for your personal safety and that of your co-workers by observing all Occupational Health and Safety Rules and Regulations, and the Nova Scotia Power Safety Program.

These Skills Will Make You Successful

To thrive in this role, you recognize yourself in most of the following competencies and skills listed below:

• As the successful candidate, you will have 5-7 years of experience in a customer facing, communications or a related position, along with a degree in Communications, Business, or a similar field. Leading or influencing people at multiple levels is beneficial to the role.
• Having the ability to multi-task various initiatives while meeting day-to-day operations is another requirement of this position. This person must be flexible in adapting to changing priorities as they arise and utilizing resources and technology to deliver results. You will also have experience in a service environment managing work outputs and resources.
• The ideal candidate will demonstrate leadership and coaching skills for a large team of supervisors to motivate and lead staff. The candidate will have strong decision-making skills and able to quickly to prioritize to meet tight deadlines and deliver to the business plan and corporate goals.
• As the ideal candidate, you’ve demonstrated your ability to be a strong communicator and build strong internal & external relationships with employees, customers, and key stakeholders.
  
  

We understand that experience comes in many forms, and we’re dedicated to adding new perspectives to the team. So, if your experience is close to what we’ve listed above, please consider applying.

Learn More About Our Culture And Values

At the Emera Group of Companies , you’ll be part of an inclusive, respectful workplace where everyone is welcomed and supported. Come build a career as unique as you are: making an impact from Atlantic Canada to the world. Your experience and perspective will help us to safely deliver cleaner, more reliable energy to our customers.

If working in an innovative environment, challenging yourself, and shaping a cleaner energy future inspires you, we want to hear from you. Apply by February 12th, 2024,and let us know why this role is right for you.

The perks of joining our team? We offer:

• Flexibility: Hybrid work model with 2 flexible remote workdays.
• Health & Wellbeing: A comprehensive benefits plan, 24/7 access to virtual health care services for you and your family through Dialogue, access to a free on-site fitness centre, Employee and Family Assistance Program, parental leave top-up plan and wellness benefits.
• Grow Your Career: Opportunities to advance within and between our affiliate companies, a focus on employee development and available sponsored education programs.
• Community Engagement & Care: Corporate investments in the places where our people live and work, mentoring opportunities, fundraising-matching & volunteer programs, various committees and employee resource groups, and scholarships for children of employees. - Competitive Compensation: Short-term incentive plans and a Defined Contribution Pension Plan.
  
  

Diversity, Equity & Inclusion at Emera

As one of Atlantic Canada’s largest publicly traded companies, we are ranked one of Canada’s Top 100 Employers , Top Employers for Young People and Top Diversity Employers . We know our success is driven by our dedicated teams and we strongly encourage applications from all qualified candidates, including persons who identify as racially visible, Indigenous, persons with disabilities, women in underrepresented roles and members of the 2SLGBTQ+ community.

Applicants from these equity groups may self-identify through the online application process. We support candidates and employees with access and accommodation needs and encourage you to let us know when you require accommodation.

Recruitment & Promotion Policy

The success of the Emera Company is driven by its people: a strong team with a shared commitment to support the Emera Company mission and values . The purpose of our recruitment policy is to provide a consistent framework to support fair and equitable attraction, hiring, and retention of the best talent for vacant positions. We are dedicated to maintaining a fair hiring process that provides equitable opportunities to all our applicants and is guided by our company values.