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Complaints Management Officer

Salary rangeConfidential | Contract type: Permanent

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Job Summary

The Complaints Management Officer II will be responsible to the Senior Complaints Management Officer.
Qualifications

For appointment to this grade, a candidate must: –
  • Diploma in any of the following disciplines: Law, Criminology, Dispute Resolution, Customer Care, Counselling Psychology or equivalent qualifications from a recognized institution; and
  • Certificate in computer application skills.
Required behavioural skills
  • A candidate must be a person of integrity, demonstrate excellent interpersonal skills and be a team player;
  • Demonstrate high ethical standards
All applicants MUST attach valid/current clearances from the following bodies:

  • Kenya Revenue Authority (KRA);
  • Ethics and Anti-Corruption Commission (EACC);
  • Higher Education Loans Board (HELB);
  • Directorate of Criminal Investigations (DCI); and
  • Credit Reference Bureau (CRB).

Responsibilities

  • Receiving and processing complaints;
  • Updating the complaints management database;
  • Liaising with the complaints clients and informing on the status accordingly;
  • Organizing and maintaining reports on complaints;
  • Making enquires and follow-ups of complaints made to relevant state agencies;
  • Conducting preliminary investigations and statement taking; and
  • Participating in complaints management review meetings.

Job Requirements

Required education: Diploma, Associate's degree
Required relevant work experience: 2 years
Required languages: English (Spoken: fluent | Written: fluent)
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Independent Policing Oversight Authority (IPOA) has no other jobs

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