Job Title: Assistant General Manager, Customer Complaints Management Unit
Division/Department: Government and Consumer Affairs
Employer: Nigerian Electricity Regulatory Commission (NERC)
Sector: Power
Recruiter: ReStraL Limited
Job summary: The Assistant General Manager, Customer Complaints Management Unit is to ensure the reliability and quality of service in the delivery of Electricity services to Consumers. The job holder will report to the General Manager, Government and Consumer Affairs Division.
Key Responsibilities:
1. Supports the Executive Commissioner, GCA, in formulating the Unit's strategic plan
2. Establishes strategies to guide the work of the Unit and motivate the Staff
3. Facilitates the establishment of a framework for effective consumer representation and complaint management within the industry
4. Formulates strategies to effectively monitor the various Distribution Companies, Consumer Complaint Units (CCU's) and Forum
5. Collates and analyzes reports received from Industry players (Electricity Distribution Companies) for policy formulation to ensure that accurate reports are generated
6. Identifies, investigates and follows up on systemic complaints for feedback into policy formulation process
7. Coordinates the formulation and regular update of consumer protection rights and obligation
8. Monitors the Distribution companies' compliance with existing regulations, proposes new ones and articulates ways of increasing the adaptation of better business practice by stakeholders in the power sector
9. Assesses the impact of the Commission's interventions in the power sector on service delivery and also research on latest updates strategies in dealing with Consumer issues
10. Ensure that the DISCOs comply with various regulations dealing on Consumer issues
11. Prepares and circulates to the Chairman and other Executive Commissioners quarterly reports of the accomplishments of the Unit and also developments within the industry
12. Responsible for assessing the resources and training capacity needs of the Unit
13. Provide leadership and oversight in the development of proposals on Consumer Affairs
Person Specification:
Required Knowledge and Skills:
1. Good knowledge of the Nigerian Electricity sector and a fair knowledge of regulatory practices in other jurisdictions
2. Excellent customer service orientation and experience
3. Ability to analyse and interpret data; and present same in an understandable format
4. Good written and oral communication skills
5. Proficient in the use of Microsoft office (Word, Excel, PowerPoint) and ability to learn new applications
6. Experience with data analysis package (e.g. SPSS)
7. Possess the ability to mediate, negotiate and arbitrate in resolving various consumer complaints and staff issues
8. Understands the working of the various Government Institutions and arms of Government
9. An understanding of relevant legislation, policies and procedures
10. Excellent interpersonal skills
11. Must possess a customer oriented personality with passion for excellent service delivery
12. Self-confident and able to represent the Commission at events
Educational Background:
1. A Bachelor's degree in Business Administration, Law, Economics, Marketing, Political Science, International Relations
2. A post graduate degree would be an advantage
3. Membership of appropriate Professional bodies like the Nigerian Institute of Management – Chartered, Chartered Institute of Arbitrators and/or any other related bodies will be an added advantage
Work Experience:
1. A minimum period of 18 years post graduate experience
2. Cognate experience in dealing with complex Consumer issues
Deadline: 8th August, 2013
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