Lead, Customer Care Regulatory at Ibadan Electricity Distribution Company (IBEDC) Plc

Location: Ibadan, Oyo

Job Description

• To ensure all customer complaints escalated to the regulators (NERC Abuja, NERC Forum, CPCC, Ministry of Power, etc.) are resolved within the timelines stipulated to avoid any sanctions   

Responsibilities

• Keep abreast of all NERC regulations especially complaint handling
• Build and maintain strong relationships with the regulators (NERC Abuja) and Forum secretaries of ALL forum offices under IBEDC franchise.
• Attend Forum Hearings and ensure adequate representation at the Hearings.
• Ensure full compliance to NERC rulings at the Forum Hearings to ensure decisions reached at the Hearing are well implemented within stipulated time frame.
• Ensure timely resolution and response to customers’ complaints, enquires and requests channeled via NERC Abuja and other regulatory bodies.
• Create and manage regulatory complaint log on CRM to track all customer complaints and resolutions.
• Ensure regular reconciliation exercise of customers’ complaints and responses with the Forum secretaries.
• Liaise with, and make presentations to, regulatory authorities
• Prepare regular updates, reports, and suggest improvement on regulatory issues.
• Execute the day-to-day operations of the unit and oversee the regulatory unit.
• Any other assignment that may be given from time to time

Specialization

• Bachelor's Degree in Mass Communication, Linguistics, Social Science or Humanities (MSC is an added advantage)
• Minimum Qualification: Bachelor Degree   
• Required Experience: 7 - 10 years   

Behaviour Requirements:

• Good interpersonal, negotiation and communications skills (Good Telephone etiquette) with customers, regulators, and colleagues
• Good oral and written communication skills.
• Strong problem solving and analytical skills.
• Good persuasion skills.

Skills Requirements:

• Understanding of the business of IBEDC and related businesses in the electricity sector.
• Knowledge of Utilities Industry.
• Knowledge of Utility regulatory bodies
• Strategic planning and Business Development (services and products).
• Strong Customer Relation Management skills.
• Knowledge of billing /collection practices, procedures, and basic software in billing reconciliation.
• Proficient in the use of Microsoft Office suite and relevant billing applications utilised by IBEDC.