Job Expired

Customer Relations Manager
Company: GUYANA WATER INCORPORATED
Location: Head Office

The incumbent in this position will manage and participate in the development and implementation of goals, objectives, policies, and priorities for assigned programs within Customer Services, recommend and administer policies and procedures. The position will also oversee and participate in the development and administration of the division’s annual budget; participate in the forecast of funds needed for staffing, equipment, materials, and supplies; monitor and approve expenditures; implement adjustments.

Job Scope
Manage the Call Centre and Customer Services Division, including multi-channel customer interactions, billing accuracy, staff supervision, and departmental budget administration.

Job Summary

Type: full-time
Location: Georgetown
Category: Customer Service
Closing Date: 2026-08-05

Key Responsibilities

Manage the Call Centre and all inbound customer interactions over the phone and other web based tools such as Facebook, and text messaging
In collaboration with the Public Relation Unit manage the outbound notifications regarding outages, bill delinquencies to customers
Plan, direct, coordinate, and review the work plan for customer service staff; assign work activities, projects, and programs; review and evaluate work products, methods, and procedures; meet with staff to identify and resolve problems.
Manage the queries by customers of daily operations of the utility billing system; ensure the accuracy of water billing and meter reading services.
Oversee purchase of all necessary equipment and supplies necessary for the operation of the Customer Services division.
Select, train, motivate, and evaluate customer service personnel; provide or coordinate staff training; work with employees to correct deficiencies; implement discipline and termination procedures.
Oversee and participate in the development and administration of the division’s annual budget; participate in the forecast of funds needed for staffing, equipment, materials, and supplies; monitor and approve expenditures; implement adjustments.
Serve as the liaison for the Customer Services Division with other divisions, departments, and outside agencies; negotiate and resolve sensitive and controversial issues.
Serve as staff on a variety of boards, commissions, and committees; prepare and present staff reports and other necessary correspondence for GWI Management consideration.
Conduct a variety of organizational studies, investigations and operational studies; recommend modifications to customer services programs, policies and procedures as appropriate.
Attend and participate in professional group meetings; stay abreast of new trends and innovations related to the fields of customer services, utility billing, parking citations, and business tax.
Respond to and resolve difficult and sensitive citizen inquiries and complaints
Collaborate with all Regional Managers and act as the second level supervisor for all customer staff in the regions
In collaboration with the Director of Operations monitor the Level and quality of Service of all regions and ensure that Call Centre staff are informed at all times
Perform related duties as required.

Requirements

Master’s Degree in Social Science or Administration + 3 years relevant experience; OR
Bachelor’s Degree in Management or Economics + 5 years of similar experience.
Managerial: Strong leadership, staff supervision, strategic planning, budget administration, policy interpretation, and conflict resolution.
Functional: Proficiency in reporting, financial/data analysis, information systems troubleshooting, utility billing systems, and understanding of distribution networks.

How to Apply

Apply by email: [email protected]

About the Company

Guyana Water Incorporated (GWI) is the national utility responsible for water supply and sanitation services across Guyana. Headquartered at its Corporate Complex on Vlissengen Road and Church Street in Bel Air Park, Georgetown, GWI is a critical service provider. The company focuses on ensuring access to clean and safe water for residential, commercial, and industrial customers throughout the country. It maintains a customer services call centre to support its extensive operational network and address public inquiries. As a key infrastructure entity, GWI plays a vital role in the health and development of communities throughout Guyana.

Providing essential water services to communities across Guyana.

Website: https://guyanawaterinc.com/

View all jobs at this company →

Frequently Asked Questions

What typical qualifications and experience are required for a Customer Relations Manager role in Guyana, especially within a public utility?

Employers in Guyana commonly seek candidates with a Bachelor's degree in Business Administration, Marketing, or a related field. Several years of progressive experience in customer service management, alongside proven leadership skills and a strong understanding of local customer service dynamics, are highly valued.

What are the common day-to-day responsibilities for a Customer Relations Manager at a utility company in Guyana?

Daily duties often involve overseeing customer service operations, managing a team of customer service representatives, and effectively resolving escalated customer complaints. This also includes developing and implementing strategies to enhance customer satisfaction and maintain positive public relations within the local context.

How would you describe the work culture and expectations for a management role within a state-owned entity in Guyana?

The work culture in Guyanese state-owned entities typically emphasizes public service, adherence to established protocols, and strong interpersonal skills for community engagement. Expect a focus on accountability, stakeholder management, and navigating local operational challenges to meet service delivery targets.

What are the realistic career progression opportunities for a Customer Relations Manager within a large organization in Guyana?

Successful Customer Relations Managers can progress into more senior management positions, such as Head of Department, Director of Operations, or even General Manager within the same organization or other large Guyanese corporations. Continuing professional development, leadership training, and networking within local business and government circles are crucial for advancement.

What kind of benefits package, such as leave, medical aid, or pension, can one typically expect from a managerial position at a Guyanese public corporation?

Managerial positions at public corporations in Guyana generally include a competitive benefits package. This often comprises paid annual leave, comprehensive medical insurance, and participation in a company or national pension scheme, which are standard offerings for established roles.

What key qualities or skills do employers in Guyana look for when hiring a Customer Relations Manager, and what's the best way to apply?

Employers prioritize strong leadership, exceptional communication and problem-solving skills, and a proven ability to manage diverse customer bases effectively in the Guyanese context. Tailor your application to highlight relevant local experience, demonstrating your capability to drive customer satisfaction and manage public engagement, often applying directly via company websites or recognized local job platforms.

Customer Relations customer service management Utilities