Senior Public Communication Officer - UFAA Job Grade 6

a. Job Purpose
To implement customer service delivery and public communication activities at the Authority's
service centres, ensuring quality standards, stakeholder awareness and public education on
unclaimed financial assets.
b. Job Description
Duties and responsibilities at this level will entail:
• Measuring and reporting performance of all physical customer service touch- points and assess
against goals (ROI & KPIs)
• Identifying trends and insights, and optimize performance based on insights;
• Implementing service centre campaigns with the aim of achieving the business objectives;
• Ensuring consistent standards, compliance with set regulations and uniformity in service delivery
within the service centre;
• Monitoring service delivery within service centres to ensure that customers are served promptly
and professionally;
• Identifying and escalating service delivery gaps in the service centres and proposing mechanisms
to close the gaps;
• Circulating and briefing sta on awareness of the service delivery charter, customer service poli
cies, customer service standards, and Service Centre standard operating procedures;
• Documenting on daily basis customer complaint and tracking action taken to resolve the com
plaint (where back – o ce intervention is required for resolution);
• Ensuring that internal and external customer queries and complaints are handled and responded
in line with internal service standards;
• Developing Customer Satisfaction surveys and other M&E tools to ensure high quality service at
Service Centres;
• Designing, Planning, coordinating and implementing stakeholder education and awareness pro
grammes;
• Developing sector specific UFAA Information and Education Communication (IEC) materials and
their distribution;
• Organizing events such as; shows, barazas, exhibitions and commissioning;
• Creating awareness on new services or products, managing and improving the flow of internal and
external communication.
c. Job Specifications
For appointment to this grade, one must have;
• Served for cumulative period of six (6) years relevant work experience, thee (3) of which must
have been at the grade of Public Communication O cer I or in a comparable position;
• Bachelor’s degree in communication, Public Relations, Education, Business Administration or it’s
equivalent from a recognized University;
• Membership to a relevant professional body in good standing where applicable;
• Proficiency in computer applications; and
• Show merit and ability as reflected in work performance results.
d. Key Competencies and Skills
• Strong customer service and public relations skills;
• Excellent oral and written communication skills;
• Good knowledge of monitoring and evaluation tools for service delivery;
• Strong organizational and event coordination skills;
• High level of integrity and professionalism; and
• Ability to work under pressure and meet deadlines.