Dispute Resolution Officer
Halifax Water is the largest and most complex municipal water, wastewater and stormwater utility east of Montreal, serving over 100,000 customers within the Halifax Regional Municipality. An autonomous, self-financed utility, Halifax Water is regulated by the Nova Scotia Utility and Review Board (NSUARB) and is incorporated under the Halifax Regional Water Commission Act, authorized to own and operate water, wastewater and stormwater facilities for the benefit of the residents of Halifax.
The Dispute Resolution Officer (DRO), a position established by Halifax Water and the NSUARB in 2017, is a part-time independent mediator who will investigate and adjudicate service or billing complaints from customers who wish to pursue grievances beyond Halifax Water’s customer service channels. This role will require approximately 500 – 600 hours of work annually. Based in mainland Nova Scotia, the DRO will analyze the details and merits of customer complaints and concerns, as well as the position of Halifax Water, consult and interpret relevant regulations and standards, determine appropriate outcomes based upon an impartial examination of the issues, and provide clear and concise explanations of the decisions rendered.
As the ideal candidate for this role, you have a background in law, accounting or other relevant professional services, combined with many years of senior management experience, broad knowledge of best practices in customer relations and, ideally, experience within a regulated or adjudicated environment. You have superior skills in verbal and written communications, administration, time management, cost efficiency and priority setting. You are well organized, analytical, detail-oriented, self-directed and technologically savvy. Most importantly, you are highly ethical, fair-minded, tactful and well respected for your integrity and diplomatic approach to contentious matters.
Working independently, you thrive on analyzing complex issues and determining the most appropriate course of action for achieving satisfactory resolutions. Experience working within a regulated environment and exposure to utility issues would be valuable assets.
To express interest in this opportunity please apply online by clicking the "Apply Now" button below or contact Jeff Forbes at email@example.com.