Under the direction of the Utility Director, the Customer Service and Admin Officer – is responsible for performing the duties and tasks as outlined below. This is a full-time position and requires that the person resides near the SWIG office and travels to remote locations within Luuka district. This role will support the team in ensuring sustainable operation and maintenance, as well as the extension of distribution points in communities where Water Mission implements safe water projects. This role will also involve maximizing water system operational time (Uptime)—ensuring continuous operation of water systems—and meeting Carbon Credit reporting requirements to enhance the overall service quality and financial sustainability of water projects.
Status: Full-Time-Fixed Term Contract
General Responsibilities
- Maintain a strong Christian witness and model servant leadership to colleagues, donors, partners, volunteers the communities we serve, and the public.
- Work in a posture of humble service to God and others.
- Engage and participate in prayer before and after team meetings.
- Lead and participate in biblically based staff devotions.
- Understand, support, and nurture the Vision, Mission, and Core values of Water Mission.
Key Duties and Responsibilities
- Customer Service Administration
- Help build and manage the customer service system and practice good customer care standards and all its activities, including but not limited to:
- Operate a customer service hotline.
- Record, address further to management, track,and document/file each inquiry until it is satisfactorily responded to.
- Provide guidance and advice to potential customers.
- Receive and ensure proper filing of connection sales.
- Update customers on the Utility’s ongoing projects/ works.
- Capture and update customers’ complaints for management to redress them.
- Provide information,i.e., account statements, customer balances, etc.as per the customers’ requests.
- Handle requests for additional distribution points, collections on applications, their payments, and scheduling with the Utility team until implementation.
- Front Office Administrator
- Be the main contact and face of the Utility team.
- Ensure the tidiness/ambiance of the front office.
- Direct customers to respective offices.
- Welcome and attend to all customers who visit the SWIG office.
- Receive and respond to all incoming internal and external phone calls.
- Respond to all emails that may be received from customers.
- Communication and Reporting
- Maintain communication with the Water System Operators.
- Assist in assessing current WASH service provisionand identify opportunities for improvement.
- Support the implementation of strategies to maximize Uptime and ensure Carbon Credit reporting requirements are met.
- Facilitate collaboration between SWIGand Water Mission staff to exchange information and address challenges promptly.
- Assist in establishing and strengthening governance, policies, and regulations for effective water utility management.
- Assist in preparing reports and presentations documenting project outcomes, lessons learned, and best practices to inform stakeholders.
- Assist in building relationships with key stakeholders, including government entities, NGOs, and other partners.
- Other duties as assigned.
Education Qualification and Experience
- Minimum Academic Qualifications: Bachelor’s Degree in Social Work, Social Sciences, Community Development, Community Psychology and Development Studies, or a related field.
- A minimum of four years of experience in the WASH sector and one-year experience in interacting with different types of customers (preferably within the WASH sector).
- Proven track record of supporting WASH projects in a dynamic and challenging environment.
Skills and Abilities
- Personal and growing relationship with Jesus Christ. Alignment with Water Mission’s Statement of Faith and core values of Love, Excellence, and Integrity. Alignment with the principles of servant leadership as embraced within Water Mission.
- A strong work ethic and high level of integrity.
- Ability and willingness to travel for fieldwork.
- Valid driver’s license and ability and willingness to drive.
- Proficiency in Excel, Word, PowerPoint, and similar applications.
- Excellent communication skills, fluent in English and Lusoga languages, with strong negotiation and stakeholder management capabilities.
- Strong attention to detail and highly organized.
- Knowledgeable and flexible.
- Ability to work for long hours with minimum supervision.
- Self-driven and innovative.
- Strong analytical skills with the ability to interpret market trends, financial data, and operational metrics.
- Commitment to promoting project sustainability and innovation in the WASH sector.
- Legal authorization to work in Uganda.
This is an exciting opportunity for a dynamic and results-driven professional to significantly impact the WASH sector by enhancing service provision, maximizing impact and income, and promoting sustainable practices. If you are passionate about driving positive change and possess the skills and experience required for this role, we encourage you to apply.
