Supervisor, Complaints Management & Corruption Reporting at Kenya Revenue Authority (KRA)

Department: Intelligence & Strategic Operations

Division: Operations & Business Transformation office

Reports to: Manager, Complaints & Corruption Reporting

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

Note:

1. All applications from interested and qualified candidates must be submitted online via the process below.
2. ONLY shortlisted candidates will be contacted.
3. All applications should be submitted online by 30th June 2020.
4. KRA is an equal opportunity employer committed to gender and disability mainstreaming. Persons with Disability are encouraged to apply.
5. KRA does not charge for application, processing, interviewing or any other fee int process