Job Purpose:
To implement ERA’s Complaints Management Framework by effectively handling electricity consumer complaints with efficiency, objectivity and consistency.

Duties/Responsibilities
1. Receive, handle and resolve/route residual electricity consumer complaints and disputes filed at ERA, log the complaints on the reporting tool for onward follow-up and reporting.
2. Develop and implement administrative complaints handling procedures to facilitate consumer complaints handling and constantly asses the effectiveness of the procedures to ensure its expedient, fair and accessible.
Implement the Consumer Protection Policy in accordance with the relevant guidelines and instruments and provide evidence-based suggestions for potential policy changes.
Respond in writing to all consumers that have filed a complaint, advising the manner in which their complaint will be handled.
5. On consultation with the Unit head, determine complaints that need to be investigated and seek support from the relevant departments such as Technical, Legal and Economic Regulation.
Manage a high-quality complaint handling service which informs compliance enforcement, service improvement and supports quality assurance.
7. Manage appropriate consumer service systems so that all electricity consumer complaints are processed and resolved in a timely, fair and transparent manner.
8. Manage standard complaints handling procedures and establish systems to support the co-ordination of complaints resolution that move through the stages of the established procedures to ensure complaints are resolved at the earliest stage and, where appropriate, advising senior managers of required appropriate forms of redress where up held.
9. Establish internal complaints management guidelines and raise staff awareness and appreciation of the importance of complaints management.
10. Establish, develop and promote effective working relationships with relevant licensee staff and compliance personnel so as to ensure that complaints are utilized as a service improvement tool.
11. Promote the principles of mediation and other forms of alternative dispute resolution in resolving complaints and concerns as close to the point of contact as possible.
12. Prepare and submit monthly, quarterly and annual complaints reports to the Unit Head for onward preparation of Management papers.
13. Update the complaints management system periodically to complement the organization’s vision, mission and values and to augment how ERA relates to electricity consumers and the public in her operations.
14. Update the complaints management system periodically to complement the organization’s vision, mission and values and to augment how ERA relates to electricity consumers and the public in her operations.
15. Write and contribute content related to consumer complaints
16. Any other duties as may be reasonably assigned by the Supervisor or Management.

Academic Qualifications and Working experience
1. Honours degree from a recognized University preferably in Business Administration, Community Psychology, or Adult and Community Education or related field.
2. Must have at least Three (3) Years of relevant working experience in a reputable organization.
3. Should be 35 years of age and above.