Utility Billing Lead

Contribute to the City of Hamilton, one of Canada’s largest cities – home to a diverse and strong economy, an active and inclusive community, a robust cultural and dining scene, hundreds of kilometres of hiking trails and natural beauty just minutes from the downtown core, and so much more. Join our diverse team of talented and ambitious staff who embody our values of sensational service, courageous change, steadfast integrity, collective ownership and being engaged empowered employees.

Help us achieve our vision of being the best place to raise a child and age successfully. #Be The Reason

• Job :
  Utility Billing Lead (1 permanent and 1 temporary vacancy)
• Union: CUPE Local 5167
• Job Description  #: 7779
• Close date:
  Interested applicants please submit your application online at  by 4:00 p.m. on January 7th 2026
• Duration:
  Up to 18 months
• Internal applicants should apply with your work e‑mail address. External applicants are considered only after the internal posting process has been completed. Only applicants chosen for an interview will be contacted.

Reporting to the Supervisor, Utility Billing, the Utility Billing Lead provides technical and functional guidance to Utility Billing Clerks while monitoring their daily administrative tasks, work queues and customer correspondence. Responsible for reconciliation of utility and general ledger accounts by analysing, summarising and distributing utility adjustments. The Utility Billing Lead maintains up‑to‑date utility ownership records, processes work orders, audits meter readings, performs adjustments and refunds;

approves debit authorisations from financial institutions, cancels and re‑issues bill, oversees the City’s collections process.

Provides customer service to Hamilton Utility clients, internal staff and external stakeholders. Fields and cascades customer inquiries, complaints and escalations.

Ability to perform all duties in the Utility Billing Clerk job description.

Analyses and prepares various reconciliations for general ledger accounts.

Prepares and reviews the automated meter reading files for upload directly into the billing software. Tests and authenticates the accuracy of the rates and meter readings; creates water/wastewater/stormwater bills. Processes and reconciles regular and off‑cycle Utility Billings.

Investigates and solves any billing exceptions and irregularities. Ensures bills are issued to customers in a timely, complete and accurate manner while ensuring compliance with applicable legislation and corporate policies.

Oversees the collection of arrears, penalty and interest charges, pre‑authorised payment plans including discrepancies in banking files/information, NSF’s, issuance of reminder and final notices for overdue balances, and transfers utility arrears to property taxes.

Receives, reviews and processes forms and supporting documents associated with the utility billing programs with respect to the Lead Loan Program, Service Line Warranties of Canada (SLWC), Lead Adjustment Program and Water Meter testing. Corresponds with applicants in relation to their forms and requests additional information if required for processing.

Assists Utility Clerks when required with the processing of incoming mail.

Monitors the move in/move out process, ensures accurate closing and setting up of new billing accounts. Performs the most complex tasks related to billing and account maintenance. Assists with customer service escalations as required.

Approves adjustments processed by Utility Billing Clerks.

Works with the Supervisor to develop and maintain a cross‑skilling plan to ensure that appropriate coverage is available for all billing tasks. Identifies and provides training to utility billing team in Meter‑to‑Cash processes and other processes as required. Provides regular updates to staff on changes to procedures and processes so staff are ready to manage customer interactions at the commencement of their shifts.

Assists in the development of efficient and effective customer experiences that meet the needs of internal and external customers and stakeholders. Participates in working groups and provides subject‑matter…