Job Listing: Client Relations Assistant (06 Positions)

Reports To: Client Relations Officer

Department: Public Relations and Corporate Affairs

Job Summary: The Client Relations Assistant will be responsible for assisting in responding to citizens’ questions about mass enrolment and renewal via phone, email, chat, and physically. They will handle inquiries on failed applications, processing status of applications, and manage applicants’ complaints.


The National Identification and Registration Authority (NIRA) was established by the Registration of Persons Act (ROPA), 2015 and is mandated to establish and maintain the National Identification Register (NIR). The Authority is also charged with, among others; the registration of citizens and legally resident aliens; assigning National Identification / Alien Identification Numbers (NINs/AINS) to qualifying persons and issuing Identification Cards to those 16 years and above; registration of births, deaths, and adoption orders, and issuance of the relevant certificates.

The first release of National Identification Cards in Uganda was issued in 2014 with a validity of ten (10) years. NIRA intends to conduct a mass renewal and mass enrolment exercise for all expired cards and unregistered citizens. Section 66 of the Registration of Persons Act, 2015, makes possession of a National Identification Card or National Identification Number (NIN) a mandatory requirement for persons to access public services.

To support the above exercise, NIRA wishes to recruit suitable candidates for the following temporary positions:

Key Duties and Responsibilities:

  • Assist in receiving and answering telephone inquiries on mass enrolment and mass renewal
  • Address queries about the exercise
  • Draft responses and correspondences on the exercise
  • Use social media platforms to publicize the mass enrolment and renewal exercise
  • Respond to citizens’ questions about the exercise
  • Handle inquiries on failed applications and processing status of applications
  • Assist in handling applicants’ complaints
  • Collect and analyze applicants’ feedback
  • Standardize, develop, and document a knowledge base on Frequently Asked Questions
  • Track citizen customer service KPIs and metrics
  • Ensure data protection and privacy in accordance with the Data Protection and Privacy Act 2019
  • Perform any other related duties as assigned by the Client Relations Officer

Qualifications / Education:

  • Minimum of a bachelor’s degree with honors in Communications Skills and Literature, Public Relations, Mass Communication, or any other related field
  • Proficiency in graphics design and use of Adobe Acrobat, Adobe Illustrator, Adobe Photoshop, Adobe InDesign will be an added advantage

Experience and Skills:

  • Previous media relations experience will be an added advantage
  • Proficient in IT and computer use
  • Professional understanding of technical operations and functions
  • High moral character and integrity
  • Ability to work under pressure and deadlines
  • Ability to work with or without supervision
  • Ability to sit for long periods working on a computer
  • Flexibility to work night shifts and weekends
  • Problem solver, Empathetic, Good Listener
  • Good communication skills
  • Innovative, Decisive
  • Good writing and comprehension skills
  • Accuracy
  • Team player
  • Good organizational skills

Application Instructions: Interested and qualified candidates should submit their applications online via APPLY HERE.

Applications should reach the above address not later than Tuesday 12th March 2024 at 5.00 pm.

Please note that only shortlisted candidates will be contacted for interviews.

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