The Abia State Civil Service Commission invites applications from suitably qualified candidates to fill the position below:
Job Title: Manager, Consumer Relations
Location: Abia
Employment Type: Full-time
Industry: Government & Public Sector
Job Description
- Coordinating the activities of the Customer Service Standards, Customer Enlightenment and Education and Customer Complaints Units.
- Monitor and ensure implementation of all relevant consumer protection laws.
- Coordinate data collection, analysis, assessment, and monitoring of customer-related operations.
- Coordinate the institution and review of relevant Regulations on customer service standards and protection in accordance with the Business Rules and the Electricity Act 2023.
- Provide strategic guidance on areas of improvement in existing Regulations on customer protection.
- Coordinate activities related to effective metering of customers in line with relevant Regulations and Orders of the Authority.
- Coordinate activities related to the enumeration of Customers in line with the Customer Enumeration Guidelines.
- Coordinate data gathering, analysis, evaluation and reporting to enhance customer service standards.
- Consumer enlightenment and education, assist in the development of campaign content; liaise with other departments to prepare consumer awareness information; assist in the development and execution of consumer awareness campaigns.
- Develop initial drafts for fliers that will be eventually produced for the Authority, follow up/proofread campaign productions prior to launch.
- Customer Complaints Handling, oversee resolution of complaints and disputes between communities, individuals, institutions and operators and licencees.
- Collation and evaluation of all complaint appeals.
- Preparing reports on complaints received.
- Interface with appropriate officers of service providers in Abia State.
- Liaison and follow up with appellants and service providers to ensure effective case resolutions.
- Communicating monthly reports of complaints appeals to the Authority.
- Customer service standards, maintain security and standards as set by the Authority.
- Carry out data analysis and reporting on Metering data (MD & Non-MD).
- Liaise with other Units and Departments on issues of Customer Service Standards.
- Provide support for update of Standard Regulations on Customer Services.
- Evaluate and monitor Service Standards at the CCUs of distribution licensees in Abia State.
- Assist in the preparation of quarterly reports on the daily activities of the Unit.
- Assist in performance monitoring, preparing KPI reports on complaints handling.
Requirements
- Minimum of a First Degree in Law, Social Sciences or Humanities.
- Postgraduate degree or professional qualifications will be an advantage.
- 7 years relevant work experience
- Patience and empathy
- Problem solving skills
- Good communication and negotiation skills
- Attention to detail
- Objectivity and adaptability
- Demonstrable familiarity with consumer protection laws and regulations
Application Closing Date
Not Specified.
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