Enbridge

Supervisor EGD Ombudsman Office

North York, ON

full_time

About This Job

Posting End Date

July 14, 2025

Employee Type

Regular-Full time

Union/Non

This is a non-union position

At Enbridge, delivering exceptional customer service is what drives us. Every interaction matters, and addressing customer concerns with fairness, responsiveness, and integrity is essential. We are currently seeking a proactive and experienced Supervisor to join our Office of the Ombuds team. In this role, you will lead a specialized, impartial team responsible for resolving complex and sensitive customer issues that remain unresolved through our standard channels. You will ensure regulatory compliance, collaborate with internal and external stakeholders, and provide hands-on leadership to support team performance and service excellence. Does that sound interesting? Read on!

We offer opportunities for career growth, a competitive benefits and pension package, and generous vacation and time-off policies.

If you're ready to make a meaningful impact and help shape a positive customer experience, apply today—we’d love to hear from you! #joinourteam

What You Will Do

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Lead and support a high-performing team that handles unresolved complaints, claims, and sensitive customer matters with independence and objectivity. Take action to make things right while balancing the customer’s and company’s best interests.

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Manage and resolve over 5,000 escalated complaints annually, including oversight of the Ombuds mailbox and workload distribution. Forecast and plan resources to ensure service level and quality targets are consistently met.

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Monitor team performance, conduct regular check-ins, and foster a culture of responsiveness and accountability.

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Act as a subject matter expert in billing, collections, meter reading, and operations-related services, and engage directly with customers where needed.

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Ensure compliance with all regulatory obligations, including privacy-related information requests, Ontario Energy Board (OEB) complaints, and executive-level escalations.

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Collaborate with internal departments, the OEB, and third-party partners to address complaints, identify trends, and recommend solutions to resolve systemic issues and enhance the customer experience.

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Work alongside Legal to manage critical cases and represent the company in small claims court when required.

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Maintain and update key Ombuds documentation, including procedures, templates, and training materials.

Who You Are

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Post-secondary education and 7+ years of leadership experience in customer care, utility operations, and/or regulatory environments.

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Sound knowledge of customer billing, collections, meter reading, and operations processes including the CIS SAP, Kubra and Maximo systems.

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Familiarity with Ontario Natural Gas regulators (OEB, TSSA) and relevant requirements (GDAR).

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Ability to manage complex issues with sound judgment, empowerment, and professionalism.

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Excellent communication, negotiation, and problem-solving skills. Outstanding oral and written communication skills.

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Ability to make effective and informed decisions under pressure.

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Ability to collaborate and establish effective relationships with various internal and external partners.

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A commitment to Enbridge’s core values and a passion for delivering fair and balanced outcomes.

Working Conditions

This role typically operates in an office environment, however, can be stressful due to deadlines and intensified complaints. Occasional travel within Ontario is required for team meetings.

Flex-Work

Enbridge provides competitive workplace programs that differentiate us and offer flexibility to our team members. Enbridge’s FlexWork (Hybrid Work Model) offers eligible employees the opportunity to work variable daily schedules with a flexible start or end time, to opt for a compressed workweek schedule or the option to work from home on Wednesdays and Fridays. Role requirements determine your eligibility for each option.

At Enbridge, we are dedicated to our core value of Inclusion. We are proud to be an Equal Opportunity Employer. We are committed to providing employment opportunities to all qualified individuals, without regard to age, race, color, national or ethnic origin, religion, sex, sexual orientation, gender identity or expression, marital status, family status, veteran status, Indigenous status, disability, or any other reason protected by federal, state, or local law. Applicants with disabilities can request accessible formats, communication supports, or other accessibility assistance by contacting careers@enbridge.com.

Information For Applicants

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Applications can be submitted via our online recruiting system only.

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We appreciate your interest in working with us; however, only those applicants selected for interviews will be contacted.

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Final candidates for this position may be required to undergo a security screening, including a criminal records check.

To learn more about us, visit www.enbridge.com

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