Service Centre Manager Job Ignite Energy Access

Admin Jobs. Ignite Energy Access Jobs

Department: Customer Experience

Reporting Line: Head of Customer Experience

Job Grade: HAY 15

About Ignite Energy Access

Ignite Energy Access is an Abu Dhabi-based leader in distributed renewable energy solutions, dedicated to providing affordable, reliable, and sustainable electricity to underserved communities across Africa. Now operating across 12 countries and serving over 15million people. Through innovative technology, scalable business models, and impact-driven financing, Ignite Power is transforming lives, fostering economic growth, and driving the continent’s clean energy transition

Job Purpose/Mission

As the Service Centre Manager, you will oversee the operations of 56 Service Centre Representatives across multiple locations, ensuring that all service centers deliver outstanding customer experiences, maintain operational excellence, and comply with IGNITE’s standards and local regulations.

This hybrid role combines field leadership (coaching, audits, customer engagement) with administrative oversight (reporting, compliance, and data-driven performance management). You will be responsible for ensuring consistent service delivery, robust inventory control, team development, and effective customer engagement strategies.

Responsibilities

Leadership & Team Development

• Lead, mentor, and support 56 Service Centre Representatives through regular site visits, virtual check-ins, and structured performance reviews.
• Build capacity through on-site coaching, remote training programs, and workshops.
• Develop and monitor performance metrics, ensuring alignment with customer satisfaction and inventory management goals.

Service Centre Operations Management

• Ensure centers operate efficiently and in line with IGNITE brand standards and local regulations.
• Conduct site visits to assess readiness, compliance, and customer engagement.
• Oversee daily operational protocols (opening/closing, safety compliance, customer-friendly environments).

Inventory & Stock Control

• Ensure accurate and timely physical stock counts and reconciliations (daily, weekly, monthly).
• Monitor inventory using Tally and reporting tools, ensuring FIFO principles are consistently applied.
• Identify discrepancies, implement corrective actions, and provide training on stock management systems.

Customer Experience & Engagement

• Champion a customer-first culture by ensuring staff deliver excellent product knowledge, support, and after-sales service.
• Facilitate promotional activities, product demos, and local outreach initiatives.
• Collect customer feedback through both field interactions and system reports; escalate systemic issues.

Compliance & Safety

• Enforce adherence to health, safety, and environmental (HSE) standards, including motorbike and PPE usage.
• Maintain up-to-date regulatory documentation, licenses, and compliance records both at centers and centrally.
• Conduct audits and ensure corrective actions are implemented.

Reporting & Documentation

• Consolidate and analyze operational and customer data across centers, generating actionable insights.
• Prepare monthly and quarterly reports on performance, financials, compliance, and customer satisfaction.
• Oversee budget control, expense tracking, and accurate financial reporting.
• At Ignite Energy Access, we hold our managers to a high standard of excellence. Each manager plays a vital role in shaping an outstanding experience — not only for our customers but also for every member of our team. Our managers drive Ignite Energy Access’s ambitious goals forward while honing their own leadership capabilities and supporting the professional growth of their teams.

We believe that exceptional managers:

• Achieve bold results: As accountable, high-performing leaders, they foster an environment that encourages decisive action, innovation, and the successful achievement of goals.
• Lead with integrity: Guided by ethics and transparency, they act with honesty, respect, and fairness, building relationships grounded in trust and openness.
• Inspire and develop others: By leading through example, they empower, coach, and uplift their teams with authenticity, trust, and humility.
• Stay accessible and connected: They cultivate strong relationships through approachability, active listening, and meaningful engagement with stakeholders.
• Champion diversity and inclusion: They embrace diverse perspectives and create a workplace where everyone feels valued, supported, and a true sense of belonging.

Knowledge and skills

Experience:

• 3+ years of experience in service center management, operations, or similar roles, preferably in the energy or retail sector.
• Proven track record of improving customer experience, operational efficiency, and compliance.
• Strong leadership skills with experience managing large, multi-location teams.
• Balance of field presence (hands-on, customer-facing, problem-solving) and administrative excellence (data-driven reporting, compliance, systems oversight).
• Skilled in motivating diverse teams, resolving conflicts, and driving customer excellence.
• Strong analytical, organizational, and reporting skills with proficiency in inventory systems (Tally), MS Office, and dashboards.
• Comfortable with frequent travel and equally effective in office-based oversight.

Qualifications:

• Bachelor’s degree in Business Administration, Operations Management, Customer Experience, or related field.

Language(s): 

• English
• Kiswahili

Technology:

Experience in technology required for the role

How to Apply

We welcome applications from qualified candidates. Please share your CV to

hr-kenya.eea@engie.com  by 15th November 2025. In your email, kindly indicate your motivation to apply for the role, your expected salary and notice period.

We appreciate the interest of all applicants in joining our organization. However, due to the volume of applications received, only candidates shortlisted for further assessment will be contacted.

Diversity is a source of strength, and we are dedicated to creating an environment where everyone can thrive and contribute to our shared success.