UN Client Services Officer Job Opportunities – United Nations Regional Service Centre Entebbe (RSCE)

 Client Services Officer
Organization: United
Nations Regional Service Centre Entebbe (RSCE)
Duty Station: Entebbe,
Job Opening Number: 18-Programme Management-RSCE-104110-J-Entebbe (M)
Reports to: Customer
Service Delivery Manager
Job Grade: P3
About RSCE:
The Regional Service
Centre Steering Committee is the decision-making body for RSCE, in compliance
with General Assembly resolutions, United Nations Secretariat rules and
regulations, strategic guidance from United Nations Headquarters and oversight
bodies. The Steering Committee consults with the Global Field Support Strategy
Implementation Coordination Team, as required.
The Regional Service
Centre, as approved by the Member States, is owned, managed and staffed by the
regional missions it serves. This framework reinforces the existing missions’
chain of command structures and lines of authority in a manner that does not
create an additional layer between Headquarters and the regional missions. It
also ensures that staffing for RSC.
Job Summary:  The Client Services Officer will develop a
client-oriented culture aimed at improving the level of services provided to
RSCE clients’ Missions. The Client Services Pillar works closely with the
Service Delivery Managers and Service Line Managers in assisting them to handle
clients’ queries. While the technical expertise and subject matter experts
required to respond to various queries are embedded within the Service Delivery
Pillars, the Client Service Pillar is the interface between service delivery
and the clients.
Key Duties and Responsibilities:  Within
delegated authority, the Client Services Officer will oversee the work of the
Client Support Unit within the Client Services Pillar and under the overall
supervision of the Customer Service Delivery Manager will be responsible for
the following duties:
Client Service
  • Ensure services are delivered to RSCE clients in line with agreed
    controls and procedures, Service Level Agreements (SLA) and Key
    Performance Indicators (KPIs);
  • In close collaboration with the Knowledge Management and Client
    Relationship Unit, Strategic Planning Unit and the Chief Human Resources
    Officer, contribute to the planning and implementation of the knowledge
    management strategy of the Centre as relates to the Client Services
  • Initiate and support continuous improvement opportunities (both
    system and procedural);
  • Ensure availability of information on the key performance indicators
    of the Client Service Pillar, for action by the Analysis and Reporting
  • Manage the call centre and ensure the development and management of
    the call centre scripts as well as related process documentation and
    system enhancements;
  • Support the establishment of the RSCE hub-and-spoke model with
    client missions, working closely with mission counterparts to ensure the
    Client Support Units are operational;
  • Ensure the development, implementation and monitoring of the support
    mechanisms and enabling technologies in close coordination with Regional
    Information and Communications Technology Service (RICTS);
  • Work closely with the Knowledge Management Officer in the Shared
    Services Pillar to ensure communication is effectively delivered and
    concerns are being addressed appropriately.
  • Support recruitment, staffing, and on-boarding processes as
    appropriate for the unit including training, mentoring, systems access,
    and change management processes to support staff who have been reassigned
    to the pillar from other functional areas;
  • Provide input to RSCE talent management programme, and implement for
    the unit;
  • Oversee performance management processes and complete performance
    evaluations for staff under his/her supervision;
  • Oversee time management processes (e.g., time approval, scheduling,
    etc.), for staff under his/her supervision;
  • Manage, coach and mentor the team to continuously improve
    performance and achieve individual and team objectives;
  • Coordinate and liaise closely with key stakeholders as well as RSCE
    Management, as appropriate;
  • Report on the operational and strategic objectives of inquiry
    services of the pillar (which is the Tier 1 support), to the transactional
    services in Tier 2 (the RSCE Service Line Processing Teams), and those
    escalated to Tier 3 (UNHQ, Client Missions, External Vendors and other
    Implementing Partners).
  • Develop the overall strategy of the Contact Centre and implement the
    strategy for client experience;
  • Support the implementation of the Hub–and-Spoke model for the RSCE
    client support; Client analytics and reporting;
  • Review and provide input for the drafting of the Service Level
    Agreement and ensure it is monitored with regard to the Pillar’s areas of
  • in charge of the quality monitoring and call recording; and, Customer
  • Manage overall day-to-day client relationship under the supervision
    of the Client Service Manager;
  • Monitor Client Service KPIs as well as collaborate with other
    Managers to drive strategies to achieve positive customer experience;
  • Ensure staff handling the Contact Centre have the training and tools
    to meet and exceed customer service expectations. Serve as point of
    contact for any case escalations from the Contact Centre staff;
  • Work closely with the client counterpart to resolve escalated issues;
  • In close coordination with the Client Service Manager, monitor and
    manage staff ratios to ensure customer needs and Tier 1 volume inquiries
    are being met;
  • Ensure effective and optimal Tier 1 service delivery as per the
    defined and agreed upon service level agreement;
  • Support Tier 1 service delivery specific risk assessment and
    mitigation strategy;
  • Support client and mission visits to improve communication and
    problem solving with clients;
  • Uphold UN values, culture, and positive work environment at the RSCE
    to build a sense of community, two ways communication with client and
    interaction with the centre and continuous improvement at RSCE;
  • Work closely with the client mission counterparts to resolve
    escalated issues.
  • Perform other related duties as required.

Qualifications, Skills and Experience:
  • The ideal candidate for the United Nations Regional Service Centre
    at Entebbe (RSCE) Client Services Officer job placement should hold an advanced
    University degree (Master’s degree or equivalent) in business or public
    administration, project management, social sciences, or related field is
    required. A first level university degree in combination with qualifying
    experience may be accepted in lieu of the advanced university degree.
    Professional Designation of Certified Customer Service Professional (CCSP)
    and/or PMP, CIPD and SHRP, is desirable.
  • At least five years of progressive experience in a programme
    management or customer services function in an international humanitarian
    organization, with at least 2 years in a shared services environment is a
  • Experience developing and implementing processes, procedures,
    systems and / or standards or similar international or non-governmental
    organization(s) is required.
  • At least 2 years’ experience in a customer service role is
    desirable. Knowledge and experience in the use of SAP/ERP is desirable.
  • Hands on experience with Human Resources/Administrative and/or
    Financial procedures and knowledge of Information Management Systems in
    governmental or non-profit organization is desirable.
  • Knowledge in the management of a Cisco telephony systems is
  • Working experience in conflict or post-conflict settings in field
    operations in the United Nations or similar international or large-scale
    non-governmental organizations is desirable.
  • Experience with business process management (BPM) tools (e.g.
    Groupware systems & KM 2.0, the intranet and extranet, Data
    warehousing, data mining, on-line analytical processing (OLAP) technology,
    Decision Support Systems, Content management systems, Document management
    systems, Artificial intelligence tools, Simulation tools, Semantic
    networks, Visio or related tools), is desirable.
  • Languages: fluency
    in English (both oral and written) is required. A working knowledge of
    French is desirable.
  • Professionalism:
    Ability to ensure adequate preparation of reports or rationale with
    respect to key logistics and administrative decisions; Takes opportunities
    to increase productivity and contribute to the Organization; Sets challenging
    goals and works hard to accomplish those goals; Demonstrates a proactive
    nature and exceptional initiative; Sets and meets aggressive commitments;
    Show pride in work and achievements; Demonstrates professional competence
    and mastery of subject matter; Is conscientious and efficient in meeting
    commitments, observing deadlines and achieving results; Is motivated by
    professional rather than personal concerns; Shows persistence when faced
    with difficult problems or challenges; remains calm in stressful situations;
    Takes responsibility for incorporating gender perspectives and ensuring
    the equal participation of women and men in all areas of work.
  • Client Orientation:
    Considers all those to whom services are provided to be “clients” and
    seeks to see queries and requests for services from clients’ perspective;
    Establishes and maintains productive partnerships with clients by gaining
    their trust and respect; Identifies clients’ needs and matches them to
    appropriate solutions; Monitors ongoing developments inside and outside
    the clients’ environment to keep informed and anticipate problems; Keeps
    clients informed of progress or setbacks in projects;
  • Meets timeline for delivery of products or services to clients.
  • Planning & Organizing:-Develops clear goals that are consistent with agreed strategies;-
    Identifies priority activities and assignments; adjusts priorities as
    required;-Allocates appropriate amount of time and resources for
    completing work;- Foresees risks and allows for contingencies when
    planning;- Monitors and adjusts plans and actions as necessary;- Uses time
NB: The
United Nations does not charge a fee at any stage of the recruitment process
(Application, interview meeting, processing, or training). The United Nations
does not concern itself with information on applicants’ bank accounts.
How to Apply:
All suitably
qualified and interested candidates desiring to serve the United Nations
Regional Service Centre at Entebbe (RSCE) in the aforementioned capacity should
express their interest by visiting the UN recruitment website and clicking
Apply Now.
Deadline: 3rd January 2019
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