IPOA Call Centre Officer Jobs in Kenya

IPOA Call Centre Officer Jobs in Kenya

Job Purpose

Responsible for receiving, sorting and processing complaints on police misconduct at the Call Centre.

Key Responsibilities/ Duties / Tasks

Implement policies, strategies, guidelines, plans, standards and procedures pertaining to complaints management through the call centre;

Implement systems and processes at the call Centre for efficient management of complaints against the police;

Receive and process complaints on police misconduct at the call centre;

Collect information on complaints received through the call centre for presentation to the internal case intake committee;

Initiate Alternative Dispute Resolution processes where applicable;

Provide feedback to the complainants on the status of complaints;

Maintain and update records at the call centre;

Gather data for internal and external reports pertaining to the call centre;

Implementation of quality assurance standards in call centre;

Develop and implement Individual annual work plan;

Develop periodic individual performance reports and

Implement risk mitigation measures.

Job Competencies (Knowledge, Experience and Attributes / Skills)

Academic qualifications

Bachelor’s Degree in any of the following disciplines: Law, Criminology, Psychology, Social Sciences, Public Administration, Public Relations, Sociology or equivalent qualifications from a recognized institution.

Professional Qualifications / Membership to professional bodies

Professional qualifications and membership body where applicable

Previous relevant work experience required

This is an entry level job

How to Apply

For more information and job application details, see; IPOA Call Centre Officer Jobs in Kenya

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