Advisor Customer Relations

Advisor Customer Relations

Date October 9, 2025

Location Mississauga, ON (Hybrid)

Requisition ID  20611

Status Temporary, Up to 12-months

Business Unit Markets and Reliability

Why join us?

The IESO is committed to ensuring Ontario’s electricity system meets the province’s needs today and into the future. We are charged with purpose, delivering reliable, affordable, and sustainable electricity for homes, businesses, and communities across the province. We are energized to grow, embracing opportunities to shape the future of a dynamic and evolving energy sector while advancing our careers. We are powered by teamwork, supported by diverse and passionate colleagues who foster respect, celebrate successes, and thrive on shared achievements. At the IESO, it’s not just what we do—it’s who we are! 

Who we are

Our central role includes managing the provincial power grid in real-time, overseeing and evolving Ontario’s electricity market, engaging with government, municipalities and Indigenous communities, and planning for Ontario’s future electricity needs. Our employees play a key role in driving grid innovation, protecting the system from threats, advancing the province’s energy conservation programs, and forecasting and procuring the electricity resources we’ll need in the decades to come. 

This role is a part of…

• This role is a part of the Market Readiness and Customer Experience team, which supports market participants so they can effectively participate in the electricity markets. The team works alongside both internal and external stakeholders, and is focused on helping participants realize the benefits that were introduced in the renewed market and supporting their engagement in ongoing market development activities. 

What makes this role exciting

The energy sector is rapidly evolving, offering exciting new opportunities for those who want to make a difference.

• This position will champion customer issues for resolution in the IESO ensuring that market participants are able to participate effectively in markets and programs. Responsible for ensuring that the IESO is seen as a trusted advisor in all interactions from the customer response team. Will be counted on to play a customer advocate role in internal project teams, ensuring that customer feedback is considered and responded to appropriately.

What you’ll do

In this role, you’ll make a meaningful impact by contributing to the IESO team and supporting the electricity needs of the province through:

• Manage customer issues to champion their resolution within the IESO. Negotiate with subject matter experts and customers to achieve an acceptable resolution to their inquiries. Assist customer relations associates with complex customer inquiries/issues that involve multiple subject matter experts, process changes and/or updates to documentation.
• Provide sound advice, guidance, information directly to market participants, associations and their agents related to their business relationship with the IESO.
• Participate on IESO project teams as the customer representative to ensure that customer feedback is considered and incorporated in project design and implementation. Design a customer readiness strategy for externally facing IT projects to ensure that market participants are prepared for changes.
• Provide technical advice and guidance to market participants and others regarding the technical, economic and legislative parameters governing the energy industry and the marketplace, including the market regulations, design, rules, obligations and processes. Respond/consult accordingly and where appropriate, seek subject matter expert advice.
• Maintain expert market knowledge consistent with corporate strategic direction (e.g. market operation issues, market rules, IESO business processes). Provide customers and other IESO staff with updates, interpretations and customer impacts.

In a typical day, you will 

• Maintain and distribute monthly reporting of customer response activities.
• Look for opportunities to communicate to customers based on issues tracking.
• Identify and develop training/education material and requirements. Assist in the development and delivery to relevant customer and stakeholder groups as required. (e.g. public information sessions, website enhancements, training material).
• On an ongoing basis, review the effectiveness of existing processes and recommend changes to processes, systems, procedures and market documents as necessary. Propose and identify information and reporting requirements as required.
• Perform other duties as may be required.

Role Requirements

 
Our team consists of experts from diverse backgrounds, each bringing their unique perspectives and skills. 

To succeed in this role, you’ll need: 

Education

• Requires academic training in business, commerce, accounting, or engineering to understand and apply the technical/economic legislative parameters governing the energy industry and market place.
• Requires superior knowledge of communication techniques and theories at a level to review and/or assist in the development of comprehensive instructions, policies, practices, and procedures for effective communication to customers in relation to the complaints, inquiries, advice and guidance on market participant requirements. 
• Requires superior written and verbal communication skills.
• This knowledge is considered to be normally acquired either through the successful completion of 4 years University education or by having the equivalent education.

Experience

• Requires experience in methods of discovery, investigation and process design, which involves having good analytical, reasoning and negotiating skills to resolve unique market related problems or questions.
• Experience in the utility business and/or general understanding of IESO’s structure and functional areas is also needed.
• Requires experience in dealing with customers (internal & external to the IESO) in a professional and service focused environment.  
• Requires experience to effectively deal with complex inquiries as well as escalated and sensitive situations.  
• A period of 6 years, up to and including 8 years is considered necessary to gain this experience.

How We Support You

From a comprehensive total rewards program to dynamic learning and development opportunities—including job rotations to broaden your expertise—we empower you to define and shape your own success. When you join the IESO, here’s what you can expect:

• Best-in-class benefits and long-term support in the form of a defined benefit pension plan. 
• A commitment to flexibility as we currently support a hybrid model where applicable, that supports a blend of remote and in-office work based on business needs. Participating employees typically work in-office a minimum of four days and work remotely up to six days over a two-week period with a goal of maximizing in-office time through the use of established team days. 
• Work in a dynamic and evolving sector that offers exciting opportunities and the chance to explore new career paths.
• Leadership that values meaningful discussions, welcomes feedback, and prioritizes career development. 
• A strong, inclusive culture and a collaborative team environment with a shared passion for impactful work.
• Compensation packages that are regularly reviewed to remain competitive and to best accommodate the diverse needs of our employees. 

Deadline: October 23, 2025 at 11:59PM

For future reference, please save a copy of the job posting as it will no longer be available once the posting closes.

Thank you for your interest in a career at the IESO. Only candidates selected for an interview will be contacted. Please note that the successful candidate must be legally eligible to work in Canada and will be subject to applicable background checks. 

IESO will not conduct interviews or offer positions via online, text, chat or social media platforms. We will not gather personal information directly from candidates or potential candidates. Selected candidates will work with our Talent Acquisition team to ensure their application is processed.  

We believe in opportunities for everyone.  At the IESO, we know that achieving great results depends on embracing diversity by attracting, developing, and retaining people from a wide variety of backgrounds. We do this by ensuring our recruitment and advancement policies are fair and equitable, and by creating an accessible and inclusive environment—one that values every team member’s unique skills and experiences and ensures they have the support they need to achieve their potential. If you require accommodation during the recruitment process, please let us know.  

We’re proud to say we’ve been recognized as a supportive, inclusive employer.