Head, Customer Care at Ikeja Electricity Distribution Company

• As Head, Customer Service, you will lead and optimize the delivery of customer service operations across Ikeja Electric, ensuring exceptional customer experience, satisfaction, and retention

You’ll contribute to:

• Develop and maintain high-quality customer relationships by delivering innovative solutions that meet customer needs.
• Manage key customer portfolios to maximize value and engagement.
• Ensure customers are informed about company campaigns, programs, and initiatives.
• Handle complex and escalated customer service issues across the organization.
• Ensure the quality, accuracy, and timeliness of services, campaigns, and programs delivered to customers.
• Ensure timely and effective resolution of customer complaints.
• Direct and oversee daily operations of the Customer Service team.
• Provide strategic insights and feedback to support corporate strategy and business growth.
• Monitor departmental performance using defined Key Performance Indicators.
• Ensure adequate tools, systems, and resources are available to deliver highquality service.
• Identify capability gaps and coordinate training and development initiatives for team members. .

Skills & Competencies

• The role affords you to develop technical and behavioral competencies, that is, skills, knowledge, and behaviors required to successfully perform in the role and contribute to the organization's goals.

Technical Competencies

• Key Account Management
• Electricity Regulations and Policies
• Data Gathering and Analysis
• Quality Assurance Management
• Business Intelligence
• Corporate / Business Strategy
• Customer Support and Relationship Management
• Energy Loss Reduction Techniques
• Management Information Systems (MIS)

Behavioral Competencies

• Customer Centricity: Drives a customerfirst culture and ensures delivery of exceptional service experiences.
• Risk Management: Identifies and mitigates service delivery risks to protect customer satisfaction and organizational reputation.
• People Leadership: Builds and leads highperforming teams through coaching, feedback, and capability development.
• Entrepreneurship: Introduces innovative customer service strategies that enhance value and support business growth.
• Organizational Learning: Uses customer insights and performance data to continuously improve service delivery.
• Change Management: Leads teams through service improvements, new initiatives, and evolving operational processes.

Minimum Requirement

• This opportunity is a Senior Level Management role,
• You will oversee the planning, coordination, and performance of customer service teams while ensuring timely issue resolution, effective customer relationship management, and consistent service quality.
• This role directly reports to the Chief Commercial Officer. Successful applicants will typically possess the following criteria:

Education:

• Bachelor’s Degree in Business Administration, Marketing, Engineering, or any Social Science discipline.
• A master’s degree or MBA in a related field is an added advantage.
• Professional certification or membership in recognized institutes (e.g., NIM, ISN, CCXP) is an added advantage.

Work Experience:

• A minimum of 10-12 years of relevant work experience in experience in a commercial environment, with at least 3 years in a management or supervisory role