The Ugandan Jobline

Job Title: Client Services Officer

Organisation: United Nations Regional Service Centre at Entebbe (RSCE)

Duty Station:  Entebbe, Uganda

Job Opening Number: 21-Administration-RSCE-169442-J-Entebbe (R)

Reports to: Chief, Client Service Delivery Pillar.

Grade: P3

About US:

The Regional Service Centre in Entebbe, Uganda (RSCE) was established in July 2010, following the adoption of General Assembly resolution 64/269. The Centre provides efficient, client-oriented and scalable services with the goal of moving transactional, non-location dependent administrative functions to the Centre from its client entities. This includes transactional elements of human resources, finance, multimodal movement and control, personnel and cargo transport and information and communications technology (ICT) support.

Key Duties and 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.
  • 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.
• 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 applicant must 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 five 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 two 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.
• English and French are the working languages of the United Nations Secretariat. For the advertised post, fluency in English is required. Knowledge in French is desirable.

How to Apply:

All candidates who wish to join the United Nations should apply online at the link below.

Click Here

Deadline: 2^nd December 2021

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