Job Description

Roles & Responsibilities

1. Customer Care Operations

• Manage day-to-day customer care operations across all channels, including call center, email, web portals, and digital platforms.
• Ensure effective handling of customer inquiries, service requests, complaints, and outage-related communications.
• Oversee customer request intake, logging, prioritization, and tracking through CRM and customer information systems (CIS).
• Ensure customer care services are delivered in accordance with approved SLAs and performance targets.

2. Service Request & Complaint Management

• Establish and maintain standardized processes for service requests, complaints, and escalations.
• Ensure timely coordination with control rooms, operations, and field teams for resolution of customer issues.
• Oversee management of escalated and sensitive customer cases with potential regulatory or reputational impact.
• Ensure accurate documentation, closure, and customer communication throughout the request lifecycle.

3. Performance Management & Reporting

• Define, monitor, and report on customer care KPIs including response times, resolution times, first-contact resolution, customer satisfaction, and complaint volumes.
• Analyze trends, recurring issues, and root causes to support operational and service improvements.
• Prepare regular performance reports and dashboards for senior management and regulators, as required.
• Drive initiatives to improve efficiency, service quality, and customer satisfaction.

4. People Leadership & Capability

• Lead, coach, and manage customer care supervisors, team leaders, and agents.
• Ensure appropriate staffing, shift coverage, and competency levels to meet service demand.
• Establish training, quality assurance, and performance management frameworks for customer care staff.
• Promote a customer-centric culture, accountability, and continuous improvement mindset.

5. Systems, Processes & Digital Enablement

• Ensure effective use of CRM, CIS, outage management systems, and customer communication tools.
• Support system enhancements, automation, and digital self-service initiatives to improve customer experience.
• Ensure data quality, accurate customer records, and compliance with data protection requirements.
• Coordinate with IT and digital teams on customer care system improvements and upgrades.

6. Stakeholder & Interface Management

• Act as the primary interface between customer care, utilities operations, control rooms, billing, and field services.
• Coordinate customer communications during outages, planned works, and major incidents in alignment with operational teams.
• Support regulatory reporting, audits, and customer service reviews.
• Represent customer care in cross-functional forums, service improvement initiatives, and project handovers.

7. Compliance, Risk & Customer Advocacy

• Ensure compliance with customer service regulations, codes of practice, and contractual obligations.
• Manage customer complaints in line with regulatory requirements and escalation procedures.
• Identify customer-related risks and support mitigation actions.
• Act as the voice of the customer within the organization, advocating for service improvements and customer-focused solutions.

Desired Candidate Profile

Bachelor s degree in Business Administration, Engineering, or a related discipline.

• 10 15 years of experience in customer service or contact center operations, preferably within utilities or regulated infrastructure sectors.
• Proven experience managing high-volume customer care or call center operations.
• Strong understanding of utility services, service request workflows, and customer service SLAs.
• Experience working with CRM, CIS, and customer communication systems.
• Demonstrated leadership, stakeholder management, and service improvement capabilities.