Supervisor Complaints & Information Centre at Kenya Revenue Authority (KRA)

Job Purpose

Responsible for providing support to the Assistant Manager in relation to management of complaints reports in accordance with best practice, policy and law. 

Key Responsibilities/ Duties / Tasks

Operational Responsibilities / Tasks

• Coordinate resolution of complaints 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).
• Implement policies, procedures and strategies on complaints management.
• 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 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.
• Identify root-cause of complaints to recommend mitigation measures for recurring complaints
• Follow-up resolution of complaints reported and submit monthly reports on the same.
• Circulate and sensitize staff on citizen’s service charter, customer service standards and CIC operating procedures.
• Support the implementation of corporate complaints reporting awareness strategies

Job Competencies (Knowledge, Experience and Attributes / Skills).

Academic qualifications

• Bachelor degree from a recognized university.

Professional Qualifications / Membership to professional bodies

• Professional qualification in the areas of administration, customer service or related field.

Previous relevant work experience required.

• At least three (3) years’ work experience in a  similar role

 Functional Skills, Behavioral Competencies/Attributes:

• 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