Assistant General Manager, Customer Complaints Management Unit at The Nigerian Electricity Regulatory Commission

The Nigerian Electricity Regulatory Commission (NERC) is the independent regulatory agency mandated by Government to monitor and regulate the electricity industry in Nigeria. The Commission is committed to promoting and ensuring efficient market structures and an investor-friendly industry to meet Nigeria's need for safe, adequate, reliable and affordable electricity.

To drive the achievement this mandate, the Commission seeks to recruit qualified professionals for vacant positions in the Office of the Chairman and its 6 specialized Divisions.

NERC is recruiting to fill the position of:

Job Title: Assistant General Manager, Customer Complaints Management Unit

Location: Any City, Nigeria

Job Description

• The Assistant General Manager, Customer Complaints Management Unit is to ensure the reliability and quality of service in the delivery of Electricity services to Consumers.
• The job holder will report to the General Manager, Government and Consumer Affairs Division.

Key Responsibilities

• Supports the Executive Commissioner, GCA, in formulating the Unit's strategic plan
• Establishes strategies to guide the work of the Unit and motivate the Staff
• Facilitates the establishment of a framework for effective consumer representation and complaint management within the industry
• Formulates strategies to effectively monitor the various Distribution Companies, Consumer Complaint Units (CCU's) and Forum
• Collates and analyzes reports received from Industry players (Electricity Distribution Companies) for policy formulation to ensure that accurate reports are generated
• Identifies, investigates and follows up on systemic complaints for feedback into policy formulation process
• Coordinates the formulation and regular update of consumer protection rights and obligation.
• Monitors the Distribution companies' compliance with existing regulations, proposes new ones and articulates ways of increasing the adaptation of better business practice by stakeholders in the power sector.
• Assesses the impact of the Commission's interventions in the power sector on service delivery and also research on latest updates strategies in dealing with Consumer issues.
• Ensure that the DISCOs comply with various regulations dealing on Consumer issues.
• Prepares and circulates to the Chairman and other Executive Commissioners quarterly reports of the accomplishments of the Unit and also developments within the industry.
• Responsible for assessing the resources and training capacity needs of the Unit.
• Provide leadership and oversight in the development of proposals on Consumer Affairs.

Qualifications and Skills

• A Bachelor's degree in Business Administration, Law, Economics, Marketing, Political Science, International Relations.
• A post graduate degree would be an advantage.
• Membership of appropriate Professional bodies like the Nigerian Institute of Management - Chartered, Chartered Institute of Arbitrators and/or any other related bodies will be an added advantage.
• A minimum period of 18 years post graduate experience.
• Cognate experience in dealing with complex Consumer issues
• Good knowledge of the Nigerian Electricity sector and a fair knowledge of regulatory practices in other jurisdictions
• Excellent customer service orientation and experience
• Ability to analyse and interpret data; and present same in an understandable format
• Good written and oral communication skills
• Proficient in the use of Microsoft office (Word, Excel, PowerPoint) and ability to learn new applications
• Experience with data analysis package (e.g. SPSS).
• Possess the ability to mediate, negotiate and arbitrate in resolving various consumer complaints and staff issues.
• Understands the working of the various Government Institutions and arms of Government.
• An understanding of relevant legislation, policies and procedures.
• Excellent interpersonal skills.
• Must possess a customer oriented personality with passion for excellent service delivery.
• Self-confident and able to represent the Commission at events.

Application Closing Date
8th August, 2013

Method of Application
Interested and qualified candidates should:
Click here to apply online

Note: Only short-listed candidates will be contacted.