Manager, Consumer Relations

• 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