Job Purpose

The role holder will ensure the secure, accurate, and timely processing of all incoming, outgoing, and internal official correspondence, postal, and courier packages, while maintaining auditable records and providing excellent customer service to staff and external clients.

Key Duties and Responsibilities

Mail and Correspondence Processing (Inbound & Outbound)

• Incoming Mail Processing: Receive, sort, open (where appropriate), date stamp, and register all incoming official correspondence and packages (postal and courier).
• Internal Distribution: Accurately classify, record, and prepare incoming mail for secure distribution to the proper department, unit, or designated officer, ensuring swift turnaround.
• Outgoing Mail Dispatch: Process, verify, register, and dispatch outgoing official communications, ensuring necessary documentation (e.g., waybills, dispatch notes) is correctly completed.
• Courier Coordination: Coordinate and liaise with contracted postal and courier service providers regarding the collection, delivery, and tracking of mail packages.
• Logistics: Manage and process outbound international and local mail/courier requests, ensuring adherence to size, weight, and documentation requirements.

Records, Tracking, and Security

• Documentation and Auditing: Create and maintain accurate, auditable records (e.g., dispatch registers, tracking logs) for all received and dispatched mail/courier packages to confirm receipt and follow-up on movement.
• Security: Handle sensitive mail and confidential correspondence with strict discretion, ensuring all documents are protected from unauthorized access or loss during processing.
• Internal Tracking: Follow up on registered mail to confirm internal receipt and coordinate tracking with external service providers to resolve delivery issues.

Customer Service and Support

• Customer Service: Provide a high level of customer care to organization staff regarding mail handling, tracking inquiries, and mailroom services.
• Guidance and Advice: Offer guidance to staff on specific service requirements, documentation, and best practices for shipping official outbound postal and courier mail.
• Ad-Hoc Duties: Perform any other duties consistent with the grade and scope of the post as assigned by the immediate Supervisor.

Qualifications

• Post-Secondary school training (Certificate/Diploma) in Records Management, Office Practice, or Customer Service.
• Kenya Certificate of Secondary Education (KCSE) Mean Grade C- (Minus) or its approved equivalent.
• Computer Literacy.

Work Experience

A minimum of two (2) years relevant experience in mail handling, logistics, or dispatch within a busy office setting.

Competencies

Technical Competencies

• Organizational accuracy: Strong organizational skills with meticulous attention to detail to ensure mail is processed and documented without error.
• Customer focus: Demonstrated ability to maintain a strong customer focus, balancing demands between internal staff and external service providers.
• Interpersonal Communication: Excellent communication skills (reading, writing, and speaking in English/Kiswahili) and strong interpersonal skills for effective internal customer service.
• Integrity and Professionalism: High degree of integrity and professionalism required when handling sensitive and confidential government communications.

Behavioral/ General Competencies

• Strategic thinking and problem-solving skills.
• Meticulousness and attention to detail and Strong Analytical Skills.
• Planning and organization - Ability to organize work, set priorities, and determine resource requirements; determine short or long-term goals and strategies to achieve them; coordinate with other stakeholders or part of the organization to accomplish goals.
• Quality orientation - Ability to check work to ensure accuracy. Adopt a disciplined approach to work and drive for closure, results, and success.
• Collaboration and teamwork - Ability to work collaboratively within a group of people to achieve a common goal.
• Accountability and professional development – Ability to take and accept responsibility and outcome thereof in an open and transparent manner.

• Incoming Mail Processing: Receive, sort, open (where appropriate), date stamp, and register all incoming official correspondence and packages (postal and courier).
• Internal Distribution: Accurately classify, record, and prepare incoming mail for secure distribution to the proper department, unit, or designated officer, ensuring swift turnaround.
• Outgoing Mail Dispatch: Process, verify, register, and dispatch outgoing official communications, ensuring necessary documentation (e.g., waybills, dispatch notes) is correctly completed.
• Courier Coordination: Coordinate and liaise with contracted postal and courier service providers regarding the collection, delivery, and tracking of mail packages.
• Logistics: Manage and process outbound international and local mail/courier requests, ensuring adherence to size, weight, and documentation requirements.
• Documentation and Auditing: Create and maintain accurate, auditable records (e.g., dispatch registers, tracking logs) for all received and dispatched mail/courier packages to confirm receipt and follow-up on movement.
• Security: Handle sensitive mail and confidential correspondence with strict discretion, ensuring all documents are protected from unauthorized access or loss during processing.
• Internal Tracking: Follow up on registered mail to confirm internal receipt and coordinate tracking with external service providers to resolve delivery issues.
• Customer Service: Provide a high level of customer care to organization staff regarding mail handling, tracking inquiries, and mailroom services.
• Guidance and Advice: Offer guidance to staff on specific service requirements, documentation, and best practices for shipping official outbound postal and courier mail.
• Ad-Hoc Duties: Perform any other duties consistent with the grade and scope of the post as assigned by the immediate Supervisor.

• Organizational accuracy: Strong organizational skills with meticulous attention to detail to ensure mail is processed and documented without error.
• Customer focus: Demonstrated ability to maintain a strong customer focus, balancing demands between internal staff and external service providers.
• Interpersonal Communication: Excellent communication skills (reading, writing, and speaking in English/Kiswahili) and strong interpersonal skills for effective internal customer service.
• Integrity and Professionalism: High degree of integrity and professionalism required when handling sensitive and confidential government communications.
• Strategic thinking and problem-solving skills.
• Meticulousness and attention to detail and Strong Analytical Skills.
• Planning and organization - Ability to organize work, set priorities, and determine resource requirements; determine short or long-term goals and strategies to achieve them; coordinate with other stakeholders or part of the organization to accomplish goals.
• Quality orientation - Ability to check work to ensure accuracy. Adopt a disciplined approach to work and drive for closure, results, and success.
• Collaboration and teamwork - Ability to work collaboratively within a group of people to achieve a common goal.
• Accountability and professional development – Ability to take and accept responsibility and outcome thereof in an open and transparent manner.

• Post-Secondary school training (Certificate/Diploma) in Records Management, Office Practice, or Customer Service.
• Kenya Certificate of Secondary Education (KCSE) Mean Grade C- (Minus) or its approved equivalent.
• Computer Literacy.