Consumer Affairs Assistant

    Location:     Kampala, Uganda
Employment Type:     Full-Time     Pay:    
   
Job Title: Consumer Affairs Assistant
Contract Length: 5 years
Station/ Location: Kampala
Supervisor Title: Consumer Affairs Officer
Closing Date:    28 March 2013

Job Purpose
•To support the Consumer Affairs Office in the handling and resolution of consumer complaints and coordination of consumer education campaigns and advocacy and awareness programs.
•Focal point and First point of contact for Electricity Consumer Committee members and individual consumers who call on ERA on matters of electricity supply complaints/queries.
Key Duties/Responsibilities :
•Initial point of contact for all consumer complaints lodged at the ERA
•Compile, record and file all consumer complaints both hard and soft copies.
•Follow up consumer complaints for resolution; and obtain feedback from consumers to ascertain their satisfaction.
•Management of the mini-call center for complaints registration and feedback
•Obtain and evaluate all relevant information while handling complaints
•Direct requests and unresolved issues to the designated resource officers
•Compile weekly consumer Complaints status report
•Directing stakeholders with complaints to respective Electricity Consumer Committees.
•Receive feedback from Electricity Consumer Committees and follow up with respective stakeholders.
•Any other task assigned by Supervisor from time to time.
Finance/ Assets:
•Ensure that resources entrusted to you are utilized in a prudent and transparent manner.
Key Results Areas
•Monitor electricity companies’ consumer complaints handling mechanisms to ensure fairness. Review and analysis of complaints and responses to informal and formal consumer complaints.
•Maintenance of up-to-date system for tracking and monitoring of consumer inquiries and complaints.
Requirements:     Educational Requirements:
•Diploma in Secretarial Studies, Office Management, Organizational Behavior or a relevant equivalent qualification.
•Related Job Experience/Additional Skills
•knowledge of customer service principles and practices
•Knowledge of relevant computer applications with ability to design graphical representation of data.
•knowledge of administrative procedures
•Ability to communicate orally and in written
•Excellent communication and Organizational skills.
•Pleasant personality and demeanor
•Fluent in English (working knowledge of some local languages will be an advantage)
•Ability to work in multi-tasking environment
Desirable:
•Proficiency in Computer skills
•Creative and Proactive
HOW TO APPLY:
Applicants should submit by recorded delivery their applications and enclose copies of:
•Detailed Curriculum Vitae including copies of relevant certificates
•Address (including daytime telephone, fax or e-mail) of the applicant
•Address (including daytime telephone, fax or e-mail) of three Referees to the address below.
N.B. Members of the Electricity Regulatory Authority or Staff of ERA Secretariat shall not be accepted as referees. Canvassing or any attempt thereof will lead to immediate disqualification. ERA is an equal opportunities employer.
IF YOU DO NOT HEAR FROM ERA WITHIN TWO ( 2)  MONTHS AFTER THE CLOSING DATE, CONSIDER YOUR APPLICATION UNSUCCESSFUL.

Job ID:    73160

THE DIRECTOR FINANCIAL & ADMINISTRATIVE SERVICES
ELECTRICITY REGULATORY AUTHORITY
PLOT 15 SHIMONI ROAD
P. O. BOX 10332, KAMPALA – UGANDA