Key Accounts Supervisor | London Hydro

Key Accounts SupervisorLONDON ON

We have a vacancy for a Key Accounts Supervisor an exciting opportunity to lead and enhance how London Hydro supports its key account customers.

Reporting to the Manager Key Accounts you will oversee the day-to-day coordination of the Key Account Customer Relationship team driving strong customer engagement resolving complex issues and delivering high-quality service to commercial industrial municipal and institutional clients. This role offers the chance to build impactful relationships provide technical insight and contribute to continuous improvement and program delivery.

WHAT YOU WILL DO

• Key Account Management Coordination & Support: Engage key account customers through proactive calls follow-ups and scheduled interactions. Participate in onboarding activities for new key account customers ensuring they receive accurate information and a positive introduction to London Hydro services. Organize customer site visits to identify service needs and support customer-facing initiatives by directing and coordinating with internal technical field staff. Serve as the first point of contact for new and existing key accounts ensuring proactive communication. Build and maintain hightrust valueadded relationships with key accounts monitoring customer needs business changes and industry trends. Support the development coordination and continuous improvement of the content and delivery of the key account customer communication outreach and engagement plan in consultation with Corporate Communications (e.g. focus groups surveys community events publications social media and website content) ensuring that direct customer feedback regarding programs and service is collected. Execute other components of the strategic key accountmanagement program as directed by the Manager or designate.
• Key Account Customer Advocacy & Issue Resolution: Available to key accounts as the primary and first point of contact for inquiries and issues working with internal departments to resolve concerns. track document log and measure action items and deliverables related to customer issue resolution through collaborating with internal departments and ensuring timely solutions. Liaise and advocate internally and provide effective communication to key account customers regarding billing issues power quality concerns and service reliability inquiries escalating systemic issues to the Manager. Support outage management for key accounts including proactive communication coordination of planned outages and availability during major events.
• Technical Expertise & Key Account Customer Education: Prepare and interpret usage data load profiles power factor reports and system performance metrics for customer presentations and internal decisionmaking. Maintain strong knowledge of complex billing structures classifications and rate applications to support key account customer education. Provide technical explanations to Key Account customers and internal teams regarding consumption patterns billing impacts and operational considerations.
• Program & Regulatory Support: Support the delivery of the Industrial Conservation Initiative (ICI) enrollment electricity demand side management programs and other IESO/OEBrelated initiatives. Assist the Key Accounts Manager in tracking program performance and identifying opportunities for improvement.
• Internal & External Coordination: Partner with internal departments (Engineering Operations Regulatory Customer Service System Operating Centre) to support key account customer needs and resolve issues. Maintain accurate records of key account customer interactions outages planned work and program participation. Support communication with municipal partners developers and external stakeholders on topics pertaining to key accounts.
• Reporting and Data Analytics: Prepare reports KPIs dashboards and key account customerservice scorecards. Collect and identify trends in key account customer inquiries complaints and service gaps identify and suggest improvements and program development. Support the development and implementation of new programs processes and guidelines to enhance efficiency and key account customer experience.
• Prepare and deliver reports and presentations to key account customers or internal teams as required.
• Perform other duties related to the above job purpose.

WHAT YOU WILL BRING

We welcome applications from all candidates including those whose knowledge skills and experience have been developed through alternative pathways from the requirements listed below. London Hydro at its sole discretion may deem a job applicant to meet the job requirements if they have sufficient skill alternate education and/or experience related to the role.

• Successful completion of a Bachelors degree in a related field from a recognized university or equivalent education or experience.
• Minimum five (5) years of experience in the electrical utility sector including key account support customer service or technical roles.
• Experience providing guidance coordination or subjectmatter leadership.
• Position necessitates a high degree of tact diplomacy discretion confidentiality and integrity.
• Understanding of electrical distribution systems metering rates and power quality issues.
• Knowledge of complex billing rate structures classifications and applications.
• Knowledge of industrial/commercial processes and electrical equipment.
• Demonstrated understanding of electrical theory.
• Familiarity with IESO OEB and Ministry of Energy programs and regulatory frameworks.
• Strong communication and negotiation skills and ability to establish and maintain positive and collaborative cross-functional relationships at all organizational levels internally and externally.
• Excellent analytical skills with proficiency in MS Office and data analysis tools.
• Ability and initiative to work independently and to be proactive.
• Excellent organizational time management skills judgement and attention to detail.
• Flexibility to adapt to changing requirements and priorities in a fastpaced environment.
• Valid Drivers License Class G.

WHY JOIN OUR TEAM

London Hydro has been recognized by Canadas Top 100 Employers as one of the 2026 Southwestern Ontarios Top Employers. This recognition is a testament to our unwavering commitment to excellence and our dedication to fostering an environment where every team member can thrive.

• Annual Salary in the range of $111000 to $139000 per annum.
• Comprehensive Benefits Package Including OMERS Pension Plan
• Competitive Vacation days with credit for professional experience
• Maternity/Parental Leaves Top Ups
• Learning & Development Opportunities
• Recognition & Social Programs
• Wellness and Employee & Family Assistance Program
• On-site Cafeteria & Free Fitness Centre
• Corporate Cellphone
• Hybrid Work Arrangement
• Positive Collaborative and Safety-Focus Culture

Want to learn more about what makes London Hydro a great place to work Watch our short video check our Strategic Plan 2025-2030 or visit our website at .

SOUNDS LIKE A GOOD FIT

Submit your application through the link below by May 8 2026

CHECKS & OTHER INFORMATION

The successful candidate will be required to complete a Criminal Record and education check prior to the commencement of employment.

While we appreciate all applications received only those invited for an interview will be accordance with Canadian immigration requirements this advertisement is directed to applicants who are authorized to work in Canada.

London Hydro is committed to fostering a corporate culture and climate that values and supports a diverse equitable and inclusive organization. London Hydro is an equal-opportunity employer. Accommodation is available under the Human Rights Code and the Accessibility for Ontarians with Disabilities Act. Any personal information submitted will be managed in accordance with the requirements of the Municipal Freedom of Information and Protection of Privacy Act and will be used only to determine eligibility for employment.

We recognize the importance of work-life balance. Currently we offer a hybrid work arrangement (In-Office and Remote) in accordance with London Hydro policy. Please note remote work is not guaranteed in the future and is subject to change.