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        Career Opportunity – COORDINATOR, CONSUMER AFFAIRS (OPERATIONS)

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        • Career Opportunity – COORDINATOR, CONSUMER AFFAIRS (OPERATIONS)


        The Office of Utilities Regulation (OUR) invites applications from suitably qualified individuals to fill the above position within the         Consumer and Public Affairs Department:

        Key Job Responsibilities

        • Manage the day-to-day operations of the Consumer Affairs Unit and supervise Consumer Affairs Officers.

        • Ensure an effective case management system in accordance with Service Level Agreements and agreed timelines.

        • Analyse and investigate consumer complaints and appeals.

        • Maintain and support the Consumer Relationship Management (CRM) system and ensure data accuracy and completeness.

        • Prepare monthly, quarterly and annual reports and make recommendations to management personnel.

        • Conduct trend analysis, benchmark utility performance and support the review of quality-of-service standards.

        • Develop and manage project plans, charters and budgets.

        • Participate in outreach activities, including radio programmes, presentations and media appearances.

        • Support the Quality Management System (QMS) in the OUR.

        • Perform other related duties as assigned.

        Required Education and Competencies

        • B.Sc. in Social Sciences, Law, Economics, Business Management, Business Administration or related discipline from a recognised tertiary institution.

        • Minimum five (5) years’ experience performing similar job functions; utility/regulatory experience is an advantage.

        • Sound case management, analytical, research and project management skills.

        • Knowledge of the OUR Act and relevant utility regulations/legislation.

        • Mediation and negotiation skills.

        • Strong communication, interpersonal and problem-solving skills.

        NB: Though not a requirement, experience and knowledge in CRM would be considered an asset for the job.

        APPLICATIONS WILL BE ACCEPTED VIA EMAIL ONLY.

        Applications accompanied by resumes should be submitted no later than 2026 OCTOBER 4 to: 

        Manager Human Resource
        Office of Utilities Regulation
        3rd Floor, PCJ Resource Centre
        36 Trafalgar Road, Kingston 10, Jamaica.  Email: employment@our.org.jm
        We appreciate all applications; however,  Only shortlisted applicants will be contacted.

        Office Of Utilities Regulation
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        Privacy Overview

        Data Protection — Privacy Notice for Information Request
        This privacy notice tells you how the Office of Utilities Regulation (OUR) collects and uses the personal data of individuals who will participate in our Satisfaction Survey for Major Service Providers.

        What Types of personal data are we collecting?

        • Names
        • Job Titles
        • Work contact number
        • Work email address

         

        What is the legal basis for asking for this information?
        The legal basis for collecting personal data is legitimate interests.  The OUR is requesting information based on its legitimate interest in conducting this survey, which necessitates obtaining personal data. The legitimate interest, in this case, relates to fulfilling the project's purpose.

        Why are we asking for this information?
        The OUR believes it is important to assess the views of various participants in the electricity, telecommunications, and water and sewerage sectors it regulates, particularly the major service providers: Jamaica Public Service Company Limited, the National Water Commission, FLOW, and Digicel Jamaica Limited. Through this research, the OUR aims to evaluate these major service providers' knowledge, attitudes, and perceptions specifically regarding:

        • the roles and functions of the OUR.
        • the service providers' knowledge and perception of the OUR and
        • the extent to which the service providers believe the OUR is performing satisfactorily and executing its mandate efficiently.

        The OUR intends to utilize the research findings to review its processes and procedures related to these major service providers.

         

        What will we do with personal data?

        The data will be used to contact participants to provide opportunities to collect qualitative and quantitative data for analysis. The information will be kept on a secured server, where it will be stored in accordance with the Data Protection Act, 2020 for four (4) years.

         

        How will we protect personal data and how long will it be stored?

        We have implemented appropriate technical and organizational measures to ensure that we keep personal data safe and comply with data protection laws. The information will be stored on a physically secured server, accessible only to authorized personnel. The OUR has implemented several controls to protect the data, including password protection, multi-factor authentication, firewalls, anti-virus software, VPNs, and Data Encryption.

        The personal data will be stored for four (4) years, after which it will be disposed of in accordance with the OUR Business Classification Scheme and Records Retention and Disposition Authority.

         

        Who will utilize the personal data?

        The data will be collected by a third-party consultant who will be conducting the survey.

         

        What are the rights of data subjects?

        Participants can change their minds or withdraw their consent to use their personal data at any time.

         

        Participants have the right to ask us to delete their personal data. To do this, they can send an email to dpo@our.org.im. They also have the right to ask us to update and rectify the personal data that we hold about them.