Supervisor - Service Delivery at Kenya Revenue Authority (KRA)

Job Purpose 

This role is responsible for ensuring the implementation of customer satisfaction activities within the region/cluster of stations and the management of the daily operations of the customer service touch points.

Key responsibilities/Tasks/ Duties

Managerial / Supervisory Responsibilities

• Supervise and monitor service delivery at service centres and huduma centres within respective region to ensure that customers are served promptly and professionally.

Operational Responsibilities 

• Ensure staff awareness of and adherence to the service charter, customer service policies, customer service standards, procedure manuals and service centre standard operating procedures.
• Develop and implement quarterly plans including work plans, workforce management plans and training activities.
• Coordinate rollout of the Customer Complaints and Feedback Management Process - Monitor customer complaints, feedback, issues, and interactions; review and track resolution.
• Measure and report performance of all service centres within respective region and assess against goals (ROI and KPIs).
• Improve efficiency by researching markets and identifying service delivery gaps and potential improvement areas in respective regions then recommending mechanisms to address the findings and initiate corrective action as needed.
• Capacity Building: Co-ordinate staff training by identifying training needs (technical and skills based), designing and implementing strategies to address these needs and undertake performance coaching.
• Serve as the intermediary between Service Centre, KRA business departments and Regional Coordinators to ensure service resolution, availability of resources and create an appropriate service environment.
• Communicate regularly with diverse stakeholders, customers and/or partners to build mutual understanding and trust including co-ordinating and conducting taxpayer outreach initiatives.
• Co-ordinate implementation of business support initiatives in the region including taxpayer registration and other revenue enhancement initiatives (Debt collection, Nil/Non filer, Advance tax)
• Ensure adherence to all quality requirements under ISO 9008:2015, ethics and integrity requirements, human resource policies, KRA code of conduct and risk management processes.

Academic qualifications

• A university degree in Marketing, Communication, Social Sciences, Business Administration or other business-related course from a recognized institution.

Professional Qualifications / Membership to professional bodies

• Tax Training, Training in Customer Experience

Previous relevant work experience 

• Minimum of 3 years work experience in similar role.

Functional Skills, Behavioral Competencies/Attributes

• Business literacy: Knowledge on Tax and Customs Administration
• Analytics
• Personal effectiveness
• Negotiation and diplomacy skills
• Knowledge of customer service principles and practices.
• Coaching and offering psychosocial support