Latest Recruitments at Enugu Electricity Distribution Company (EEDC)

Job Purpose

• Being the Head of Communication, the role is responsible for developing, managing, and implementing strategic communication initiatives that promote the company’s image, ensure consistent messaging, and strengthen stakeholder relationships within the SubCo.
• It supports the corporate communication objectives while addressing state-specific needs through effective media relations, customer education, and community engagement programs.

Key Responsibilities

• Initiate, manage, and deliver corporate communication strategies to enhance and sustain the SubCos reputation, brand, and stakeholder relationships in alignment with EEDC Group’s overall corporate image.
• Create communication, media, and public relations strategies in support of SubCo projects, operations, and stakeholder engagement activities.
• Develop and strategically manage stakeholder relationships, ensuring effective engagement with government agencies, power sector regulators, funding partners, host communities, and the media.
• Manage stakeholder expectations to ensure transparency, accountability, and public confidence in SubCo operations.
• Promote the SubCos key initiatives, projects, and achievements through coordinated communication campaigns and media relations.
• Ensure consistent messaging and visual identity across all internal and external communication materials.
• Monitor public opinion and media coverage relating to the SubCos and respond appropriately to maintain a positive corporate image.
• Serve as the first point of contact for all media inquiries, ensuring timely, accurate, and transparent responses.
• Develop and manage the SubCos communication platforms — including newsletters, website updates, and social media presence.
• Identify and prioritize emerging communication issues; provide crisis communication support and strategic advice to Management.
• Support the Managing Director and key executives in preparing for media interviews, stakeholder engagements, and public events.
• Provide internal consultancy on all communication and public relations matters to maximize visibility for SubCos programs and operations.
• Oversee the planning, implementation, monitoring, and evaluation of media events and campaigns, ensuring effective financial and quality management.
• Maintain a media and stakeholder engagement database and ensure regular reporting on media activities and outcomes.
• Provide leadership, mentorship, and capacity building for the communication team to enhance productivity and professionalism.
• Identify and develop high-potential employees to assume future leadership roles within the communication function.

Qualifications

• Bachelor’s Degree in Mass Communication, Public Relations, Journalism, or a related field.
• Master’s degree in Communication, Business Administration, or related discipline will be an added advantage.
• Minimum of 5 years relevant experience in corporate communications, public relations, or media management, preferably within the power or utility sector.
• Proven experience in stakeholder engagement, brand management, and media relations.
• Excellent written, verbal, and interpersonal communication skills.
• Strong strategic thinking, planning, and crisis communication abilities.
• Proficiency in digital communication tools and social media management.
• Membership of a recognized professional body such as NIPR or APCON is an advantage.

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Location: Corporate Headquarters (CHQ), Enugu

Job Purpose

• The Head of Call Center will oversee the strategic, operational, and technological management of EEDC’s centralized customer contact center serving all SubCos.
• The role will ensure that all customer interactions via phone, email, social media, and digital platforms are handled efficiently, professionally, and in line with regulatory and corporate service standards.
• The incumbent will drive service excellence, performance optimization, digital automation, and customer satisfaction across the group.

Key Responsibilities

• Develop and implement the call center’s overall strategy, service standards, and performance goals aligned with EEDC’s customer service objectives.
• Ensure seamless integration of customer care operations across all five SubCos. Drive a culture of customer centricity, accountability, and continuous improvement.
• Oversee daily operations of the multi-channel call center, ensuring efficient response to customer inquiries, complaints, fault reporting, billing issues, and new service requests.
• Establish and monitor Key Performance Indicators (KPIs) such as Average Handling Time (AHT), First Call Resolution (FCR), Service Level Agreement (SLA) compliance, and Customer Satisfaction Scores (CSAT).
• Coordinate with the regional Customer Service Managers of each SubCo to ensure uniform service delivery.
• Manage deployment and optimization of the Customer Relationship Management (CRM) platform and call center infrastructure including IVR, telephony systems, chatbots, and ticketing tools.
• Lead digital transformation initiatives including AI-driven self-service options, automation of fault reporting, and integration with prepaid and postpaid systems.
• Develop call monitoring frameworks and ensure adherence to EEDC’s service charters and NERC’s Customer Service Standards.
• Supervise periodic audits, service reviews, and training programs to maintain service consistency.
• Ensure data security, confidentiality, and compliance with all regulatory requirements.
• Recruit, train, and motivate call center personnel to deliver professional, empathetic, and efficient service.
• Implement capacity development programs, coaching sessions, and career growth paths for call center agents and team leads.
• Foster teamwork, discipline, and performance-based recognition.
• Prepare and present periodic reports to senior management detailing performance metrics, trends, challenges, and improvement plans.
• Liaise with IT, Billing, Network Operations, and Commercial departments to ensure timely resolution of customer issues.
• Coordinate escalation protocols for high-impact customer cases and network emergencies.

Qualifications

• Bachelor’s Degree in Business Administration, Humanities, Electrical Engineering, Information Technology, or related field, with strong emphasis on information technology skills; a Master’s Degree is an added advantage
• Minimum of 5 years’ customer service/contact center experience, including 3 years in leadership and call center operations, training, or quality assurance.
• Experience in power, telecom, or financial services is an advantage.
• Proficient in CRM systems, data analytics, and contact center tools (Avaya, Genesys, Freshdesk).
• Strong PC skills (MS Word, PowerPoint, Excel).
• Excellent communication and interpersonal skills.
• Solid knowledge of customer care processes and techniques.
• Analytical, organized, results-oriented, and adaptable to change.
• Strong leadership, team management, and time management skills.
• Positive, service-driven, and dedicated to delivering exceptional results for EEDC.