Manager, Consumer Relations at Abia State Government

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