Supervisor – Customer Services Division – New Amsterdam, Berbice

The Guyana Power & Light Inc. invites applications from interested candidates with the requisite qualifications and experience to fill the impending vacancy of Supervisor – Customer Services Division – New Amsterdam, Berbice.

Under the general direction of the Customer Services Officer, the incumbent will be responsible for the general administration of the department and delivery of a high quality service and meeting required targets. 

KEY RESPONSIBILITY AREAS: 

1. Implement measures set out by the Customer Service Officer to monitor all customer related activities in line with Performance Plan.

2. Coordinate work activities with direct reports to meet desired targets and whenever required escalate all resource concerns to the Customer Service Officer.

3. Evaluate the performance of direct reports in accordance with work plans, by conducting continuous assessment, giving required feedback and recommending training needs or disciplinary measures to improve performance.

4. Meet with subordinates regularly to share achievement in relevant Performance areas.

5. Monitor the activities of your direct reports for compliance with all Customer Service Procedures and policy of the Division and the Company.

6. Comply with all Customer Service Procedures and Policies.
7. Communicate with responsible personnel from other departments to follow up /follow through on all outstanding mattes before the established time and escalate same to Customer Service officer where necessary.

8. Deal with complex issues that cannot be dealt with expeditiously by your direct reports.

9. Request all necessary access/ resource that is necessary for your direct report to function in an effectively and efficiently.

10. Compile and submit monthly performance reports on or before requested time to Customer Service Officer.
11. Monitor cost within area of responsibility in line with approved budget.

12. Enforce strict compliance with the requirements of the safety and health regulations and procedure and report any infraction/incident/ accident in relation to same promptly to Customer Service Officer or Occupation Safety and Health Officer.

13. Monitor the depositing of daily revenue collection to designated bank and updating of cash batches and daily adjustment batches in a timely manner

14. Create prepaid accounts and generate the relevant service orders to MIU in keeping with CSS.

15. Verify documentation for service applications and approve payment agreements where necessary within set limits.
16. Recheck committee report for Change of Tenancy

17. Manage cashier manual receipt books

18. Activate and edit accounts for New Service, Change of Tenancy, Meter Change, Tariff Change and Multiplier.

19. Perform other duties that may be assigned to you within the scope of your employment, from an Authorized Officer.

COMPETENCY PROFILE:

•  Knowledge of CIS and other computer software associated with customer service information system
• Knowledge of customer relations and complaint resolution techniques
• Knowledge of other computer software associated with customer service information
• Working knowledge of the Standard Terms and Conditions of Electric Services, Electricity Sector Reform Act, GPL’s  License
• Ability to supervise manage staff in a people focused manner
• Ability to supervise operation effectively
• Must possess excellent interpersonal skills
• Reliable and possess ability to deliver high quality of service even under adverse conditions