Customer Service Officer II x2 at EWURA


The Energy and Water Utilities Regulatory Authority (EWURA) is an independent, world class
regulatory authority responsible for licensing, tariff regulation and quality of service regulation of the
electricity, water, petroleum and Natural gas sectors. EWURA has the following vacancies for which
suitably qualified Public Servants who wish to be transferred to EWURA are invited to apply.

Post Title: Customer Service Officer II (2 posts)

Duty Station: EWURA Offices

Reports to: Senior Customer Service Officer II

Customer Service Officer II will be primarily responsible for handling complaints from customers in accordance with the established guidelines and procedures.

Duties and Responsibilities:

To receive, record and manage complaints from customers and stakeholders of regulated services received electronically, by telephone and physically.
To follow up and ensure that all received complaints are forwarded to supervisor.
To follow up and ensure that all complainants receive feedbacks on their concerns within the prescribed time.
To maintain updated database of received complaints including awards register.
To assist in preparation, maintenance and updating of public awareness campaign materials on the Authority’s complaint handling facility.
To participate and provide inputs at consumer complaints hearing and mediation sessions.
To provide customer service related inputs to drafting of various legal instruments.
To provide inputs in preparation of divisional performance reports.
To undertake any other duties as assigned by the superiors.
Academic Qualifications and Experience

The ideal candidate for this position should have the following qualifications and experience;

Holder of Bachelor’s Degree in one of the following fields: Economics, Law, Business Administration, Public relation, international relations, mass communication, business communication or equivalent qualifications from recognized institutions. The candidate must be computer literate.

Personal Attributes

In addition to the above skills and qualifications, applicants for the above positions are required to have the following attributes:

A very high level of integrity, honesty and sense of responsibility;
Ability to work under pressure and produce expected results;
Ability to work in a dynamic team;
Ability to self-manage, achieve results and meet deadlines; and
Willingness to work beyond the call of duty.

EWURA is an equal opportunity employer.
Staff will be employed on permanent and pensionable terms.


Interested Public Servants should apply in confidence enclosing:

Application letter with Curriculum Vitae (CV) including names, postal address, e-mail address and telephone number.
Certified copies of certificates.
one passport size photo and names and contacts of three referees,
Applicants must channel their application letters through their respective employers, failure of which will lead to automatic disqualification.
Transfer is not promotion therefore applicants should apply for the position they are currently holding and must state their check numbers.
Only successful candidates will be contacted for further procedures.
Applicants should indicate their willingness and commitment to cover for their transfer costs as the application for transfer will be considered as self-initiated.
Lobbying and canvassing will not be entertained and may result to the applicant’s disadvantage.
The applicant who will submit the applications through E-mail address provided below should attach all necessary attachments as one document or file in PDF format.Interested applicants should submit their applications by 17th January, 2023 through E-mail: or to the following address:

The Director General,

Energy and Water Utilities Regulatory Authority (EWURA),

EWURA House, Plot No 3, Block AD, Medeli West,

P.O.Box 2857,


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