Job ID: 997
Position Type: Union Permanent
Department: Consumer Affairs & Insights
Hiring Range: $86,210 - 101,349
Job Posting Close Date: 10/16/2026
OverviewUnder the direction of the Manager, the Advisor provides real-time, plain-language communication and resolution support to stakeholders, including consumers, elected officials, and media-via calls, chats, emails, and briefings. The role involves handling sensitive complaints related to OEB policies, developing communication materials, supporting internal messaging, maintaining the Knowledge Base, and identifying trends to inform policy and improve public understanding of the OEB's work.
Responsibilities- Prepare communication plans and plain-language products to effectively inform consumers about Board work and relevant sector issues.
- Implement plans, develop communication briefing notes, FAQ's and coordinate meetings with Subject Matter Experts to assist Public Information Officers with upcoming changes.
- Develop presentations, handouts, and other materials to support internal stakeholders when presenting to external audiences.
- Assist Manager with market research initiatives and special initiatives.
- Provide real-time follow-up, guidance, and resolution of policy-related complaints received through calls, chats, and emails from stakeholders including but not limited to consumers, MPPs, MPs, Ombudsman Ontario, and media representatives.
- Collaborate with internal stakeholders to maintain corporate awareness and share information that supports timely and effective informal complaint resolution related to the OEB.
- Translate complex or technical information from multiple sources into plain language for the Public Information team to ensure consistent and accurate messaging to both internal and external audiences.
- Monitor and review daily complaints submitted by Public Information Centre, providing plain-language summaries and updates to support awareness and message alignment.
- Analyze complaint data and emerging trends to support the development of policy recommendations and reporting.
Qualifications- University degree in Business Administration, Communications, or related discipline
- 3 years' experience in a communication or Call Centre setting.
- 4 years' experience in a communication or Call Centre setting in a regulated industry or public utility setting.
- Proficient knowledge in Microsoft Office (Word, Excel, PowerPoint), Teams
This job posting represents an existing vacancy.
