Job Description

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The Opportunity
Company, Department: Nova Scotia Power, Customer Care
Location: Halifax, Nova Scotia (Onsite)
Closing Date: October 23, 2025
We are currently looking for a Supervisor, Customer Care to join our Customer Care team in a Permanent position. Reporting to the Manager, Customer Care, you will be responsible for managing and leading the team of Customer Service Associates. Working from our head office during duty weeks will be required on a rotational basis (roughly 1 out of 8 weeks). If the successful candidate is externally hired, the first six months will be from our head office, with a hybrid option potentially available after that period. There will also be in-person training required for external candidates.
Key elements of this role include:
As Supervisor, Customer Care you will be:

• Responsible for the management and supervision of a team of 15 to 20 front line Customer Service Associates.
• You will be responsible for leading, supporting, and motivating members of a customer service team who are responsible for providing positive customer contact experiences.
• You will be responsible for all performance management aspects of team members by conducting regular quality and productivity reviews, performance appraisals, identifying and supporting training needs of employees and assisting in the development and execution of Personal Development Plans.
• As part of the Customer Care Management team, you will also be responsible for dealing with customer issues and support business initiatives that contribute to customer service and corporate goals.
• You will generally have a set schedule but need to be able to work flexible hours when the business requires, including supporting/storm situations which could fall within a 24-hour, 7 day per week operation on occasion.
• You will be responsible for your personal safety and that of your co-workers by observing all occupational Health and Safety Rules and Regulations, and the Nova Scotia Power Safety Program.

These skills will make you successful:
To thrive in this role, you recognize yourself in most of the following competencies and skills listed below:

• University degree or equivalent with 5 years contact centre and 3 years supervisory experience is required.
• Preference will be given to those applicants with customer service experience. Knowledge of utility operations would be an asset.
• You are detail oriented, have strong computer skills, and the ability to multitask.
• You have strong interpersonal skills, excellent oral and written communication skills. You demonstrate excellent customer service skills for both internal and external customers.
• You are a high-energy self-starter who enjoys working in a team environment. You have strong analytical, problem solving and organizational skills.
• You demonstrate integrity with a high standard of work performance for yourself and your team and drive operational excellence for our customers.
• As the Customer Care Supervisor, you encourage the Customer Care team members to share new ideas and foster a flexible work environment where change is accepted as the norm.
• You help team members understand how their work relates to business goals and support the growth and development of your team, all while demonstrating respectful inclusive behavior in a productive work environment.

We understand that experience comes in many forms, and we're dedicated to adding new perspectives to the team. So, if your experience is close to what we've listed above, please consider applying. If you don't quite see yourself in this role but want to join our team, set up a Job Alert to learn about future opportunities!
Learn more about our culture and values
At the Emera Group of Companies, you'll be part of an inclusive, respectful workplace where everyone is welcomed and supported. Come build a career as unique as you are: making an impact from Atlantic Canada to the world. Your experience and perspective will help us to safely deliver cleaner, more reliable energy to our customers. If working in an innovative environment, challenging yourself, and shaping a cleaner energy future inspires you, we want to hear from you. Apply by October 23, 2025 and let us know why this role is right for you.
The perks of joining our team? We offer:

• Flexibility: Hybrid work model with one flexible remote workday.
• Health & Wellbeing: A comprehensive benefits plan, 24/7 access to virtual health care services for you and your family through Dialogue, access to a free on-site fitness centre, Employee and Family Assistance Program, parental leave top-up plan and wellness benefits.
• Grow Your Career: Opportunities to advance within and between our affiliate companies, a focus on employee development and available sponsored education programs.
• Community Engagement & Care: Corporate investments in the places where our people live and work, mentoring opportunities, fundraising-matching & volunteer programs, various committees and employee resource groups, and scholarships for children of employees.
• Competitive Compensation: A comprehensive benefits plan and a Defined Contribution Pension Plan.

Diversity, Equity & Inclusion at Emera
As one of Atlantic Canada's largest publicly traded companies, we are ranked one of , and . We know our success is driven by our dedicated teams and we strongly encourage applications from all qualified candidates, including persons who identify as racially visible, Indigenous, persons with disabilities, women in underrepresented roles and members of the 2SLGBTQ+ community.
Applicants from these equity groups may self-identify through the online application process. We support candidates and employees with access and accommodation needs and encourage you to let us know when you require accommodation.
Recruitment & Promotion Policy
The success of the Emera Company is driven by its people: a strong team with a shared commitment to support the . The purpose of our recruitment policy is to provide a consistent framework to support fair and equitable attraction, hiring, and retention of the best talent for vacant positions. We are dedicated to maintaining a fair hiring process that provides equitable opportunities to all our applicants and is guided by our company values.

Skills Required