Uganda Communications Commission (UCC) is hiring an Assistant Officer Complaints Handling & Advocacy to effectively manage and resolve consumer complaints, ensuring Consumer Affairs and satisfaction in alignment with organisational guidelines and regulatory mandates. This role also involves advocating for consumer rights and participating in industry-related engagements to promote service excellence.

Reports to: Officer Complaints Handling and Advocacy

Key Duties and Responsibilities:

• Receive, investigate, and resolve consumer complaints promptly and efficiently, escalating complex complaints to relevant departments or operators for timely updates and resolutions.
• Participate in industry forums and engagements, contributing to the planning and execution of advocacy programs and industry engagements to highlight and address consumer concerns for consumer rights and improvements in service quality.
• Maintain comprehensive records of all consumer complaints and resolutions, generate and analyse periodic reports on complaint trends.
• Provide insights for internal strategy adjustments and analyse operator complaints reports and consumer feedback to identify trends and areas for improvement.
• Monitor and report on industry compliance with consumer affairs regulations and guidelines, conduct customer experience audits utilise social media and digital platforms to gather consumer insights, lead digital outreach initiatives, and manage front-line communication channels to engage with consumers and raise awareness on consumer rights.
• Develop and disseminate educational content on complaint-handling processes and Consumer Affairs.
• Maintain flexibility to accommodate any other duties that may be assigned by the supervisor from time to time.

Key Performance Indicators

• Reduction in complaint resolution times.
• Increased consumer satisfaction ratings.
• Enhanced compliance with industry regulations.
• Effective identification and communication of complaint trends.
• Successful execution of advocacy and outreach programs.

Qualifications, Skills and Experience:

• Bachelor of Business Administration, Business Computing, Social Sciences, or related field.

Working Experience

• Minimum of two (2) years in complaints handling, customer service, or advocacy role.

Skills, Knowledge and Abilities

Technical

• Strong analytical and problem-solving abilities.
• Proficiency in data analysis and report writing.

Behavioural

• Excellent communication and interpersonal skills.
• Ability to work independently and as part of a team.
• High level of integrity and professionalism.

How to Apply:

All candidates should complete the online application form and upload their CV, cover letter and relevant certificates at the link below. The CV must include 3 referees including their email address and telephone number.

Click Here

Deadline: 27th February 2026

Note: Only shortlisted candidates will be contacted. UCC is an Equal Opportunity Employer. Any form of canvassing will lead to automatic disqualification.