Customer Service Operations

JOB PURPOSE:

Responsible for managing the company’s Billing and Bill dispatch Department, which includes processes such as Meter reading, Billing processing, maintenance, bill dispatch and revenue collection in accordance with the company’s Operational Standards and Performance Targets (OS&PT) and Customer Service Standards (CSS). 

KEY OUTPUTS:

• - Annual Departmental Business plan 
• - Monthly Meter reading reports 
• - Monthly Billing and Bill dispatch reports 
• - Monthly analysis of Billing anomalies 
• - Monthly estimated Accounts’ analysis and report 
• - Monthly Revenue Collection Reports (inclusive of Disconnection and Reconnection activities)
• - Monthly Revenue Collection Analysis Report 
• - Submission of annual budget proposal 
• - Quarterly Performances against OS&PT and CSS 
• - Staff appraisals 

KEY RESPONSIBILITY AREAS:

Meter Reading and Billing 

• Manage effectively the Billing and Bill Dispatch Department, which includes providing supervision and guidance to Meter reading and Billing processing and maintenance of accounts to ensure that targets are achieved in relation to: 
  • Meter Reading 
  • Bill computation and generation of monthly bills for electricity consumed. 
  • Customer Account Maintenance 
• Document new and amended Billing and Maintenance Policies and Procedures and ensure the effective implementation and monitoring of same. 
• Optimize existing and advanced Meter Reading Technologies to retrieve meter readings and continuously achieve monthly performance targets. 
• Craft and deploy departmental strategies aimed to continuously improve meter reading, Billing and Maintenance to maintain the accuracy of monthly electricity bills. 
• Conduct monthly analyses on accounts to ensure the accuracy of meter reading, maintenance and billing in order to craft and deploy strategies aimed at improving the efficiency in billing and maintenance of customer accounts. 
• Prepare Annual Departmental plan in conjunction with the Corporate Strategic and Divisional Business plans 
• Prepare the Department’s Annual Budget, ensuring there are systems in place for the monitoring and reporting of variances, and control the use of the company’s assets and expenses, including overtime. 
• Coordinate systems for liaising, sharing of information and organizing work that affect Meter reading, Maintenance and Billing with the Revenue Assurance, Field Services, Transmission and Distribution, System Control and System Design. 
• Ensure and confirm that meter reading and monthly billing are computed on actual readings generated and dispatched in accordance with established policies and procedures and that Customer Service Standards (OS&PT) and Customer Services Standards (CSS) are continuously achieved. 
• Monitor Account Maintenance activities to ensure it is being done in accordance with the department’s established policies and procedures and that all efforts are made to comply with the Customer Services Standards (CSS) 

• Revenue Collection 

• Develop, execute and review Revenue Collection Strategies and initiatives with the objective of continuously achieving the corporate Revenue Collection targets. 
• Conduct comprehensive monthly Revenue Collection analyses on active and inactive accounts with past due balances. 
• Establish, implement and monitor disconnection initiatives and reconnection activities and assess results from these actions. 
• Establish, implement and monitor inactive accounts to avoid balances becoming statute barred.

Administrative Related duties 

• Coordinate the effective implementation of customer sensitization strategies in conjunction with other departments, especially the Corporate Communications Department. 
• Operate an effective reporting system on all aspects of the Department’s work and ensure timely preparation of weekly/monthly and any other ad hoc reports of activities. Monthly reports are due within ten (10) working days following the end of the month. 
• Prepare and adopt adequate work plans and targets and ensure the objective evaluation of subordinate job performance.
• Orient, mentor, coach and train subordinate staff in an effort to aid their development of the requisite skills. 
• Coordinate with Customer Information System (CIS) Support to ensure regular reviews for improvements in the use of CIS for better efficiency in the department. 
• Review periodically the department’s policies and procedures with the intention of improving efficiencies and the quality of Billing, bill dispatch and Account Maintenance. 
• Participate in periodic reviews of the company’s strategies and procedures that will ensure that all financial and commercial activities are undertaken in compliance with the provisions of the Electricity Sector Reform Act 1999 (amended 2010) and the Standard Terms and Conditions for Electric Services. 
• Coordinate/monitor ensuring that the Departmental Joint Occupational Safety and Health Committees’ meetings are convened on a monthly basis. 
• Perform other Customer Service related duties that may be assigned to you within the scope of your employment, from the Divisional Director – Customer Services.

MINIMUM REQUIRED EDUCATION AND EXPERIENCE

• A Degree or its equivalent in Business related discipline from a recognized University with at least five (5) years relevant experience. 

OR 

• A Diploma or its equivalent in Business related discipline from a recognized University with at least seven (7) years relevant experience