Job Description
DEPUTY DIRECTOR, CONSUMER PROTECTION (1 POSITION) EPRA JOB
GRADE 3 (5 YEARS CONTRACT) REF: VA/4/6/2022
Duties and Responsibilities
1. Developing and implement policies on Consumer protection;
2. Development of and implementation of corporate service charter;
3. Researching, planning and reviewing of the customer service charter;
4. Developing effective communication channels for consumer engagement;
5. Maintaining an effective communication and creation of awareness of EPRA
services to the stakeholders;
6. Preparing procedures, for dissemination of information to consumers;
7. Conducting customer satisfaction surveys;
8. Handling related customer queries and complaints;
9. Conducting consumer awareness campaigns;
10. Implementing customer survey report recommendations;
11. Monitoring and evaluation of effectiveness of customer engagement initiatives;
12. Supervision of Preparation of departmental budgets;
13. Developing departmental performance targets;
14. Preparing departmental procurement plans;
15. Preparing departmental work plans; and
16. Ensuring the quality management systems are adhered to.
Qualifications
1. At least eight (10) years relevant work experience five (5) of which should have
been in management level;
2. A Bachelor’s Degree in Engineering, Law, Criminology, Economics, Education,
Environmental Sciences, Social Sciences, Communication and Public Relations or
equivalent qualification from a recognized institution;
3. A Master’s degree in engineering, Law, Criminology, Education, Economics,
Environmental Sciences, Social Sciences, Communication and Public Relations or
equivalent qualification from a recognized institution;
4. Membership of professional body in good standing, where applicable;
5. Certificate in Management Course lasting not less than four (4) weeks from a
recognized institution;
6. Proficiency in Computer applications skills;
7. Demonstrated results in work performance; and
8. Fulfilled the requirements of Chapter Six of the Constitution.