The applicant for the United Nations Regional Service Centre Entebbe (RSCE) Client Services Officer job must hold a first level university degree (Bachelor or equivalent) or master’s degree in Economics, Business Administration, Social Science or related field. Required.
Certification in Client Experience from a recognized institution is desirable.
Five years of experience (in combination with a master’s degree), or 7 years (in combination with a first level degree) progressive experience in a client service function, programme management, public administration or related area is required.
At least 2 years of progressively responsible experience in developing and implementing processes, procedures, systems and / or standards in a client service delivery setting are required.
At least 2 years of experience in leading teams are 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.
Languages: fluency in English is required. Knowledge in French is desirable.

Within delegated authority, the Client Services Officer will be responsible for Client Experience strategy implementation.

Requirements

The applicant for the United Nations Regional Service Centre Entebbe (RSCE) Client Services Officer job must hold a first level university degree (Bachelor or equivalent) or master’s degree in Economics, Business Administration, Social Science or related field. Required.
Certification in Client Experience from a recognized institution is desirable.
Five years of experience (in combination with a master’s degree), or 7 years (in combination with a first level degree) progressive experience in a client service function, programme management, public administration or related area is required.
At least 2 years of progressively responsible experience in developing and implementing processes, procedures, systems and / or standards in a client service delivery setting are required.
At least 2 years of experience in leading teams are 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.
Languages: fluency in English is required. Knowledge in French is desirable.

General Responsibilities

Drive the implementation and operationalization 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 Client 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 Client experience.
Ensure staff handling the Query and Call Management have the training and tools to meet and exceed Client service expectations.

Client Service Responsibilities

Ensure efficient client service delivery to all RSCE client missions.
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 enhancement 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 Section, for action by the Client 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 Field Technology Services.
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.
Support the risk identification and assessment and contribute to the determination of mitigation process for the Section.

Operational Responsibilities

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.

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Client Services Officer