Helpdesk Officer

Job Summary

The Helpdesk Officer serves as the first point of contact for drivers' complaints, grievances, inquiries, and challenges, ensuring prompt communication and resolution by the relevant Units and Heads of Departments.

Key Duties and Responsibilities

1. Receive, document, and escalate complaints and inquiries from drivers, customers, internal and external stakeholders, depots, and border representatives through the Emergency Contact Point (ECP) and HRW channels for appropriate management intervention and resolution.
2. Serve as the first point of contact for drivers' and officers' concerns, ensuring effective communication and referral to the relevant departments or units.
3. Maintain accurate records, documentation, and proper closure of all registered staff and drivers' cases.
4. Follow up on reported drivers' and officers' issues to ensure timely feedback and satisfactory resolution.
5. Conduct safety pep talks and awareness sessions with drivers to promote safe driving practices and adherence to road safety regulations.
6. Ensure proper documentation and processing of DCT drivers' annual, sick, and compassionate leave applications.
7. Receive, document, and process staff school fee allowance applications.
8. Disseminate relevant information and safety awareness messages through jingles and other approved communication channels.
9. Communicate approved diversion instructions to truck drivers through SMS to ensure effective turnaround time (TAT).
10. Maintain confidentiality and professionalism in handling staff and drivers' information, complaints, and grievances.

Qualifications and Experience

• Bachelor's Degree or HND in Business Administration, Mass Communication, Social Sciences, Management, or other relevant disciplines.
• Minimum of three (3) years of progressive work experience in a similar role within a reputable organisation.
• Professional certification or training with the Institute of Counselling of Nigeria (ICN) is an added advantage.
• Emotional Intelligence Certified Professional (EICP) certification from Pause Factory or other relevant professional bodies is an added advantage.
• HR certification (e.g., CIPM, SHRM) is an advantage
• Fluency in speaking and writing the Hausa language is an added advantage.

Key Skills and Competencies

• Excellent communication and interpersonal skills.
• Strong team-building, conflict-resolution, and emotional intelligence skills.
• Flexibility and adaptability to changing priorities and timelines.
• Excellent listening, problem-solving, and decision-making abilities.
• Strong planning, organisational, and scheduling skills.
• Effective leadership and people-management capabilities.
• Ability to work under pressure and manage multiple responsibilities.
• Excellent record-keeping, documentation, and reporting skills.
• High level of confidentiality, professionalism, and attention to detail.

Benefits

• Private Health Insurance.
• Pension Plan.
• Paid Time Off.
• Training and Development Opportunities.