Background

The Independent Policing Oversight Authority (IPOA) was established through an Act of Parliament published in November 2011 to provide for civilian oversight over the work of the police in Kenya. The inaugural Board was sworn into office in June 2012. Vision: A robust civilian accountability mechanism that promotes public trust and confidence in the National Police Service. Mission: To conduct impartial and independent investigations, inspections, audits and monitoring of the National Police Service to prevent impunity and enhance professionalism in the interest of the public

Job Purpose

Responsible for receiving clients and addressing their issues in a timely and efficient manner.

Key Responsibilities/ Duties / Tasks

An officer at this grade will undertake the following duties and responsibilities:

• Supporting the implementation of policies, strategies, guidelines, plans, standards and procedures that impact customer care while ensuring compliance with applicable laws and regulations;
• Implementing the Authority’s customer care function to enhance client satisfaction in line with the Authority’s Service Delivery Charter;
• Receiving client concerns, queries, and complaints and forwarding them to the relevant directorate or department;
• Receiving, attending to, and directing customers and telephone calls to relevant office areas;
• Supporting the conducting of customer satisfaction exit interviews;
• Consolidating data for compiling reports in customer care;
• Updating records related to customer care;
• Implementing risk mitigation measures in the division;
• Developing and implementing the individual work plan of staff;

Job Competencies (Knowledge, Experience and Attributes / Skills)

For appointment to this grade, an officer must have the following qualifications:

• Served for a period of three (3) years in the grade of Customer Care Officer II, IPOA 9 in a comparable and relevant position;
• Bachelor’s Degree in any of the following disciplines: - Business Administration, Public Relations, Customer Care Management or its equivalent from a recognized institution; and
• Proficiency in computer applications

• Supporting the implementation of policies, strategies, guidelines, plans, standards and procedures that impact customer care while ensuring compliance with applicable laws and regulations;
• Implementing the Authority’s customer care function to enhance client satisfaction in line with the Authority’s Service Delivery Charter;
• Receiving client concerns, queries, and complaints and forwarding them to the relevant directorate or department;
• Receiving, attending to, and directing customers and telephone calls to relevant office areas;
• Supporting the conducting of customer satisfaction exit interviews;
• Consolidating data for compiling reports in customer care;
• Updating records related to customer care;
• Implementing risk mitigation measures in the division;
• Developing and implementing the individual work plan of staff;

• Proficiency in computer applications

• Served for a period of three (3) years in the grade of Customer Care Officer II, IPOA 9 in a comparable and relevant position;
• Bachelor’s Degree in any of the following disciplines: - Business Administration, Public Relations, Customer Care Management or its equivalent from a recognized institution; and
• Proficiency in computer applications