Operations Officer – Customer Service

Job Title: Operations Officer – Customer Service

Department: Trading and Operations

Location: Lusaka, Zambia

Application Closing Date: July 6, 2025

A. About GreenCo

GreenCo acts as an intermediary offtaker and service provider, purchasing power from renewable IPPs and selling that electricity to utilities and private sector offtakers (i.e. commercial and industrial users) and markets of the SAPP. Through its activities, GreenCo will increase the supply of, and demand for, finance for energy projects, and mobilise private sector capital more quickly towards critical and transformative capacity addition.

GreenCo’s vision is to lead innovation and sustainably transform renewable energy markets. This will be achieved through:

Forward-looking approach to the deeper integration of power markets to unlock investment in renewable energy generation capacity.

Focusing on creating impact through innovative new solutions in the energy sector. Fostering an agile start-up culture with a focus on individual responsibility and personal impact. GreenCo offers an excellent, dynamic, and exciting work environment for the right candidate with significant potential for further personal development and career advancement.

B. The Role in Context

GreenCo seeks a highly motivated Operations Officer to lead operational engagement with electricity off-takers and ZESCO. The role ensures reliable power supply, optimised customer load profiles, and smooth grid interface management across Zambia. The ideal candidate will have strong technical expertise in electrical engineering, a solid understanding of Zambia’s transmission and distribution systems—including substations and metering—and the ability to manage field operations and stakeholder relationships with agility and precision.

Key duties:

1. Operational Support & Customer Service

Serve as GreenCo’s primary technical contact for off-takers and IPPs.

Act as first responder to customer-reported outages and coordinate fault resolution with ZESCO and internal teams.

Address customer operational queries related to metering, billing, and load variability.

Understand customer production cycles and support demand-side management to improve cost-effectiveness.

2. Grid Coordination & ZESCO Liaison

Maintain up-to-date knowledge of ZESCO infrastructure, substation topology, and load constraints.

Liaise with ZESCO for continuity of supply, planned outages, energization, and fault recovery.

Build and manage strong working relationships with ZESCO personnel at control centers and escalate grid issues when needed.

3. Outage Management & Reliability Monitoring

• Lead on-ground coordination during faults, interruptions, and planned outages.
• Monitor and log ZESCO’s response timelines, escalate delays, and drive service restoration.
• Collaborate with ZESCO to resolve recurring reliability concerns and support technical fixes.

4. Load Forecasting & Energy Optimization

• Analyze load trends using historical and real-time data to identify optimization opportunities.
• Align customer forecasts with GreenCo’s trading and nomination schedules.
• Support implementation of energy efficiency and peak-load reduction strategies.

5. Technical Infrastructure & System Improvements

• Assess and recommend upgrades to client connections (e.g., feeder configurations, SCADA integration).
• Coordinate installation and maintenance of smart or check meters to enhance data transparency and billing accuracy.
• Evaluate direct feeder connections for future clients to improve reliability.
• Support system fixes in collaboration with ZESCO and manage cost-sharing discussions as needed.

6. Metering & Data Integrity

Oversee customer metering setup, validation, and calibration in collaboration with ZESCO.

Investigate metering discrepancies and ensure accurate data for settlements.

7. New Customer Onboarding

Coordinate technical onboarding of new sites, including compatibility checks, energization protocols, and operational handovers.

Ensure all procedural and technical readiness for supply commencement.

8. Operational Intelligence & Reporting

Gather field-level intelligence on grid constraints and provide insights for system improvements.

Maintain detailed logs and performance data for outages, ZESCO interactions, and fault events.

Contribute to operational reports, KPI reviews, and lessons-learned exercises.

9. Regulatory & Market Support

Provide technical input for regulatory compliance, filings, and bilateral grid arrangements. Represent GreenCo in grid coordination forums and support open access market implementation. And any other related assignments, as directed by management from time to time.

C. Qualifications and Requirements

The Operations Officer – Customer Service will be expected to bring a combination of the following experience, personal attributes and qualifications:

Bachelor’s degree in Electrical Engineering, Power Systems, or related field.

Minimum 3 years’ experience in utility-scale or industrial power systems in Zambia.

Familiarity with ZESCO operations, including: Transmission and distribution substations (132kV, 88kV, 33kV, 11kV) ; Switching protocols, maintenance coordination, and fault resolution ; Load flow analysis and substation configurations; Experience in mining, industrial or large-scale energy operations is an advantage.

Valid driver’s licence and willingness to travel regularly.

D. Application Requirements

Candidates must submit the following documents:

Updated CV.

Cover letter addressing:

·Why you are interested in joining Africa GreenCo.

What unique skills, experiences, and perspectives you can contribute to the organization.

Both documents are required for the application to be considered.

E. Time Commitment

This is a full-time role. While the standard working week is 40 hours, the ideal candidate must be willing to travel and work flexible hours to achieve GreenCo’s business objectives.

F. Conflict of Interest

Potential conflicts of interest must be declared and discussed prior to this appointment.

G. Reporting Lines

This role directly reports to the Trading & Operations Manager.