IPOA Senior Complaints Management Officer Jobs in Kenya

IPOA Senior Complaints Management Officer Jobs in Kenya

Job Purpose

To receive and process complaints against members of the Service as provided under Section 6 and 24 of the IPOA Act.

Key Responsibilities/ Duties / Tasks

Managerial / Supervisory Responsibilities

Assist in implementation of policies, strategies, manuals, plans, procedures and
standards pertaining to complaints management services;

Assist in implementation of controls for deployment and application of complaints management tools and equipment;

Assist in implementation of complaints management systems;

Assist in preparation of team annual work plans, budgets and procurement plans;

Coach and mentor complaints management officers;

Operational Responsibilities / Tasks

Receive and process complaints against members of the Service;

Conduct preliminary inquiries on complaint received;

Handle, resolve, track, refer and give feedback on complaints as necessary;

Analyse emerging issues on complaints raised against the Service;

Prepare procurement requisitions for effective complaint management operations;

Provide briefs on complaints management to the Principal;

Prepare complaint management operational work plans for approval;

Prepare complaint management data, information and records for strategic interventions and reports;

Prepare complaints management annual budget, work plan and procurement plan;

Engage stakeholders’ in complaints management;

Prepare activity, monthly, quarterly, bi-annual performance and Annual reports;

Supervise and appraise direct reports and identify their training needs;

Job Competencies (Knowledge, Experience and Attributes / Skills)

Academic Qualifications

A Bachelor’s degree in any of the

following discipline: Law, Criminology, Dispute Resolution, Psychology Human Rights, Social Sciences, Military or Police degree or equivalent qualifications from a recognized institution;

Professional Qualifications / Membership to Professional Bodies

Registered with a relevant Professional Body where applicable;

Certificate in computer application skills;

Previous Relevant Work Experience Required

Served for a minimum period of three (3) years in the Grade of Complaints Management Officer I for a period of 6 years in complaints services in the Public Service or the Private Sector.

Functional Skills, Behavioral Competencies/Attributes:

Functional Skills:

Complaint Management Skills

Leadership Skills

Financial Management Skills

Planning Skills

Decision Making Skills

Interpersonal Skills

Communication Skills

Counselling skills

Dispute resolutions skills

Analytical Skills

Report writing skills

Behavioral Competencies/Attributes:

Transparency and accountability

Ethics and Integrity

Team player

Creativity and innovation

Resilience

Independence

How to Apply

For more information and job application details, see; IPOA Senior Complaints Management Officer Jobs in Kenya

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