KEBS Manager - Customer Care Jobs in Kenya
KEBS Manager - Customer Care Jobs in Kenya The holder of this job is responsible for development and implementation of customer care
policies and strategies that will guide management in order to meet the organization’s goals and objectives.
Key Responsibilities / Duties / Tasks
Managerial / Supervisory Responsibilities
Develop, review and revise the Service Charters for Kenya Bureau of Standards in order to
outline expected service and timeliness.
Coordinates the annual customer satisfaction survey in order to get feedback from customers
and stakeholders on service delivery and advice management.
Responsible for resolution of all public complaints and forwards quarterly reports to
Commission of Administrative Justice to adhere to performance contracting requirements and
develops and monitors the implementation of various customer feedback channels and updates the management on the status.
Manages performance of staff in the section, mentors and Coaches staff.
Develop and monitors the budgets and procurement plans for the section and the larger department.
Prepare monthly, quarterly and annual sectional reports
Participate in the implementation of the performance management system in the section
Participate in departmental meetings and committee meetings as appropriate
Operational Responsibilities / Tasks
Coordinate mystery shopping activities and visits to customers’ premises to establish the level
of service delivery and customer satisfaction.
Coordinates Succession Planning to ensure business continuity for Customer Care
Monitors the implementation of the Quality Management System in the section to ensure
compliance to Quality management systems
Ensures mainstreaming of the Risk management process in the marketing and communication
Create and maintain business relationships with customers in order to ensure mutually beneficial relationship between Kenya Bureau of Standards and other organizations.
Train all staff to deliver a high standard of customer service and entrench a customer focused
Undertake any other duties of similar level and responsibility as may be directed from time to
Development of departmental budgets
Monitor departmental budgets
Responsibility for Physical Assets
Responsible for physical assets assigned by the Institution
Provide oversight for all physical assets in the section
Makes strategic, operational and financial decisions for decisions for the section
Plans the work of subordinates
Assigns work to subordinates
Monitors subordinates work performance
Appraises/evaluates subordinates’ performance
Works predominantly within the office.
Job Competencies (Knowledge, Experience and Attributes / Skills).
Bachelor’s degree in Communication, Public Relations, Business Administration, Marketing
or social sciences with a post graduate diploma in the relevant field.
Relevant Master’s Degree.
Professional Qualifications / Membership to professional bodies
Member of Public Relations Society of Kenya/Marketing Society of Kenya.
Management Course lasting not less than four (4) weeks from a recognized institution;
Relevant Management System Auditor/Assessor;
Demonstrated competence in work performance; and
Fulfilled the requirements of Chapter Six of the Constitution
Previous relevant work experience required.
At least 8 years’ relevant work experience out of which 3 years’ experience in a supervisory
Need to know
Knowledge of succession management
Knowledge of corporate governance practices
Knowledge of strategic management
Knowledge of performance management models
(balanced score card)
Knowledge of project management
Knowledge of Financial planning and budgeting tools
Knowledge of Human Resources Management
Management development skills
Problem solving skills
Time management skills
Customer care management skills
How to Apply
For more information and job application details, see; KEBS Manager - Customer Care Jobs in Kenya
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