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Job Title:    Client Services Officer

Organization: United
Nations Regional Service Centre Entebbe (RSCE)

Duty Station: Entebbe,
Uganda

Job Opening Number: 21-Administration-RSCE-150989-R-Entebbe (M))

 

About US:

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.

 

Key Duties and Responsibilities:  Within delegated authority, the Client
Services Officer will be responsible for Client Experience strategy
implementation, and carry out the following duties:

General
Responsibilities

·       
Drive
the implementation of the Client Service Delivery Model strategy through
managing client relationships.

·       
Review
and provide input into drafting of the Service Level Agreements and ensure they
are monitored effectively.

·       
Contribute
to the development and implementation of quality monitoring, call recording and
customer insights systems and processes to improve client service.

·       
Monitor
client service Key Performance Indicators (KPIs) and collaborate with RSCE counterparts
to drive strategies to achieve positive customer experience.

·       
Ensure
staff handling the Call Management have the training and tools to meet and
exceed customer service expectations

Customer Service
Responsibilities

·       
Ensure
efficient client service delivery to all RSCE clients.

·       
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
services are delivered to RSCE clients in line with agreed controls and
procedures, Service Level Agreements (SLA) and Key Performance Indicators
(KPIs).

·       
Contribute
to the planning and implementation of the knowledge management strategy of the
Centre as relates to the Client Services Unit.

·       
Identify
improvement opportunities (both system and procedural.)

·       
Compile
information on the KPIs of the Client Service Pillar, for action by the
Customer Service Officer (Internal Service).

·       
Lead the
development the call center tools as well as related process documentation and
system enhancements.

·       
Monitor
the implementation of the support mechanisms and enabling technologies in close
coordination with Regional Communication Information Technology Service
(RCITS).

·       
Ensure
communication is effectively delivered and concerns are being addressed
appropriately.

·       
Serve as
the point of contact for any case escalations from the Client Service Officers,
as well as for complex and VIP queries.

Operational
Responsibilities

·       
Manage,
oversee the performance and complete performance evaluations for direct
reports.

·       
Oversee
time management processes for direct reports. (e.g., time approval, scheduling,
etc.)

·       
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 Unit.

·       
Support
recruiting, staffing, and onboarding processes as appropriate.

·       
Focal
Point at the RSCE for co-ordination with client mission Client Support Units
(CSU) on client support matters.

 

Qualifications, Skills and Experience:

·       
The
ideal candidate for the United Nations Regional Service Centre Entebbe (RSCE)
Client Service Officer job placement should hold a first level university
degree (Bachelor or equivalent) or Master’s Degree in Economics, Business
Administration, Social Science or related field is required.

·       
At least
5 years (in combination with a Master’s Degree), or 7 years (in combination
with a first level degree) progressive experience in a customer service
function, programme management, public administration or related area is
required.

·       
At least
2 years of progressively responsible experience in developing and implementing
processes, procedures, systems and / or standards in a client service delivery
setting is required

·       
Experience
working in a United Nations common system field operation (inclusive of
peacekeeping, political missions and UN agencies, funds and programmes) – or
similar international organization or non-governmental organization – in a
conflict or post-conflict setting is desirable.

·       
Experience
in a shared services environment is desirable.

·       
Languages:
fluency in English is required.
Knowledge in French is desirable.

 

Competencies

·       
Professionalism:
Knowledge of the quality
metrics and customer services metrics, service level agreements and customer
survey techniques. Shows pride in work and in 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.

·       
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 efficiently.

·       
Client
Orientation: Considers all
those to whom services are provided to be “clients” and seeks to see things
from clients’ point of view; 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 client.

 

How to Apply:

All suitably
qualified and interested Ugandan candidates should send their applications
through the United Nations online portal at the link below.

 

Click
Here

 

Deadline: 29^th April 2021

 

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