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Back Office & Escalations Assistant Officer

Full time @UEDCL posted 18 minutes ago in Government Email Job

Job Detail

  • Job ID 20068
  • Career Level  Officer
  • Experience  3 Years
  • Industry  Government
  • Qualifications  Degree Bachelor
  • Job Type  Full time

Job Description

Background information about the job or company

The Uganda Electricity Distribution Company Limited (UEDCL) is a limited liability company incorporated in Uganda under the Companies Act. UEDCL owns the 33KV and below voltage electricity distribution networks. The company sales and distributes electricity in Uganda as per ERA License issued on 31 December 2024 covering over 135 political districts, operates a modern pole plant at Lugogo, and executes key rural electrification schemes on behalf of the Government of Uganda.

 

 

Responsibilities or duties

  • Manage escalated customer complaints through inbound and outbound engagement.
  • Ensure timely and satisfactory resolution of complaints.
  • Accurately log and track all complaints using designated systems.
  • Proactively follow up on escalations to ensure closure within defined timelines.
  • Escalate critical or high-risk issues promptly for resolution.
  • Directly engage with customers to resolve issues and improve satisfaction.
  • Track and follow up on pending connections, technical and non-technical exceptions.
  • Ensure adherence to outage communication protocols, including proactive customer notifications.
  • Manage SMS and outbound communication for service updates and alerts.
  • Conduct in-house customer satisfaction surveys to gather insights on service delivery.
  • Analyze feedback to identify service gaps and recommend improvements.
  • Educate customers on UEDCL products and services to enhance awareness and uptake.
  • Generate and share reports on escalated complaints, service performance, and resolution trends.
  • Provide insights to support operational monitoring and continuous improvement.
  • Maintain accurate records for accountability and performance tracking.
  • Work closely with cross-functional teams (technical, dispatch, field teams) to resolve customer issues.
  • Support with identification of process inefficiencies and recommend improvements.
  • Promote knowledge sharing to enhance service consistency and team effectiveness.

Qualifications or requirements

  • Bachelor’s degree in a business-related discipline
  • Strong communication and interpersonal skills
  • Customer-focused with the ability to handle escalations and resolve complex issues
  • Results-driven with strong follow-through and attention to detail
  • Analytical skills with the ability to interpret customer feedback and performance data
  • Adaptable and able to work in a fast-paced environment
  • Good understanding of business operations and service processes

Experience needed

  • Minimum of 3 years’ experience in outbound/customer service operations

Job application procedure

  • For detailed job descriptions and to apply, please visit our website: .
  • Application Link: Click Here to Apply Now
  • To apply, upload your CV (Clearly indicating 3 referees with contacts), Cover letter and all copies of academic and other support documents. Put the job title on the subject line. Only applications received online will be considered.
  • Address your Application to:
  • The Head Human Resource and Administration, UEDCL Tower, Plot 37 Nakasero Road, Kampala.
  • Closing Date:
  • All applications MUST be submitted by Friday, May 8, 2026 at 5:00 PM.
  • Only shortlisted candidates will be contacted.

Important Procedure

  • Click the GREEN BUTTON  “APPLY FOR THE JOB“
  • You will be re-directed to the Source/Application Procedure.
  • Read the Job description attached.
  • Apply using the Instructions Provided.
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Application ends in 11d 15h 19min

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