Key Accounts Supervisor

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. Organise 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 high‑trust, value‑added 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 account‑management 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 decision‑making. 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/OEB‑related 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 the 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 customer‑service 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 Bachelor’s degree in a related field from a recognised 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 subject‑matter 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 organisational 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 organisational, time‑management skills, judgement and attention to detail.

Flexibility to adapt to changing requirements and priorities in a fast‑paced environment.

Valid Driver’s Licence Class G.

Why Join Our Team London Hydro has been recognised by Canada’s Top 100 Employers as one of the 2026 South‑Western Ontario’s 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.

Competitive Salary $111,000 to $139,000 per annum

Competitive Vacation days with credit for professional experience

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

Background Checks and 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 acknowledged. In accordance with Canadian immigration requirements, this advertisement is directed to applicants who are authorised to work in Canada.

London Hydro is committed to fostering a corporate culture and climate that values and supports a diverse, equitable and inclusive organisation. 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 recognise 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.

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