KRA Supervisor - Complaints Management & Corruption Reporting Jobs in Kenya

KRA Supervisor - Complaints Management & Corruption Reporting Jobs in Kenya

Responsible for:

  • Providing support to the Manager in relation to management of complaints and corruption reports in accordance with best practice, policy and law.

    Tasks and Outputs:

  • Coordinate resolution of complaints and corruption 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).

  • 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 and corruption 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.

  • Follow-up resolution of complaints and corruption cases reported and submit monthly reports on the same.

  • Circulate and brief staff on awareness of service charter, corruption reporting policies, customer service standards and CIC operating procedures.

  • Support the implementation of corporate complaints and corruption reporting awareness strategies.

    Minimum Qualifications

  • Bachelor degree
    from a recognized university.

  • Evidence of training for a cumulative period of not less than two months in the areas of administration, complaint handling, Customer care, reporting or quality assurance.

  • Training in Tax and customs administration will be an added advantage.

  • Professional membership in the areas of administration, project management, Marketing, reporting or quality assurance.

    Work Experience

  • 5 years of progressive work experience in the areas of administration, human resources, or quality assurance.

  • Experience in Customs and Tax administration is an added advantage.

    Competencies required for this Role

  • 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

    How to Apply

  • For more information and job application details, see; KRA Supervisor - Complaints Management & Corruption Reporting Jobs in Kenya

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