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Business Management and Administration

Supervisor Complaints & Information Centre at Kenya Revenue Authority (KRA) Full Time

Job Purpose

Responsible for providing support to the Assistant Manager in relation to management of complaints reports in accordance with best practice, policy and law.

Key Responsibilities/ Duties / Tasks

Operational Responsibilities / Tasks

  • Coordinate resolution of complaints reports within the stipulated timelines.
  • Ensure consistent standards and compliance with set regulations and uniformity in service delivery within the Complaints and Information Centre (CIC).
  • Implement policies, procedures and strategies on complaints management.
  • Coordinate the implementation of quarterly work plans for the period.
  • Monitor, track and report all cases that come through CIC communication channels.
  • Documentation and daily update of complaints reports and tracking action taken to resolve the same.
  • Proactively obtain feedback from customers through various sources.
  • Prepare monthly reports on performance of CIC.
  • Support the Assistant Manager in preparation of the Quarterly reports to the Commission of Administrative Justice (CAJ).
  • Coordinate and monitor service delivery within CIC to ensure that customers are served promptly and professionally.
  • Identify and escalate all service delivery gaps in the CIC and propose mechanisms to close these gaps.
  • Identify root-cause of complaints to recommend mitigation measures for recurring complaints
  • Follow-up resolution of complaints reported and submit monthly reports on the same.
  • Circulate and sensitize staff on citizen’s service charter, customer service standards and CIC operating procedures.
  • Support the implementation of corporate complaints reporting awareness strategies

Job Competencies (Knowledge, Experience and Attributes / Skills).

Academic qualifications

  • Bachelor degree from a recognized university.

Professional Qualifications / Membership to professional bodies

  • Professional qualification in the areas of administration, customer service or related field.

Previous relevant work experience required.

  • At least three (3) years’ work experience in a  similar role

 Functional Skills, Behavioral Competencies/Attributes:

  • Honesty and integrity of character.
  • Good planning, organizational and analytical skills
  • Resilient, focused and results oriented
  • Excellent oral and written communication, presentation and interpersonal skills
  • Motivated, dynamic and dedicated team player
  • Team player with strong interpersonal skills

Method of Application

Registration:

  • Go to https://erecruitment.kra.go.ke/login and then click on the ‘Register’ button to start the application process.
  • After registration, you will receive an email enabling you to confirm your email address and complete your registration.

Log on:

  • After registration go to https://erecruitment.kra.go.ke/login
  • Key in your username and password then click on ‘Log in’ to access your account.
  • After successful log in, the system will open the ‘Applicant Cockpit’.

Candidate Profile (To create or update applicant detail):

  • On the ‘Applicant Cockpit’ page, go to the tab ‘Candidate Profile’.
  • Click on ‘My Profile’ to create and update your profile.
  • Follow the instructions to complete your profile.
  • The process will end by clicking the tab “Overview and Release”.
  • Ensure you click the check box on the page to complete the profile.

Application process:

  • To view the open job postings, click on the tab ‘Employment Opportunities’ on the ‘Applicant Cockpit’ page.
  • Under the heading ‘Job Search’ click the ‘Start’ button to view all available vacancies.
  • Click on the Job posting to display the details of the position.
  • To apply for the position, click ‘Apply’ button at the top of the page.
  • Follow the instructions to complete and submit your application.
  • Kindly note that all mandatory fields must be completed.
  • To complete the process of application, click the ‘Send Application Now’ button after reviewing and accepting the ‘Data Privacy Statement’.

In case of any challenges, please send your email query to isupporthr@kra.go.ke

If you experience any delay in receiving an email notification at the end of the e-recruitment registration process, please refresh your email. In case of any challenge, please send your query to isupporthr@kra.go.ke

Kenya Revenue Authority does not charge any fee at any stage of the recruitment process (application, shortlisting, interviewing, and/or offer)

Job Overview