Mar 21, IPOA Call Centre Officer Jobs in Kenya

mar-21,-ipoa-call-centre-officer-jobs-in-kenya

IPOA Call Centre Officer Jobs in Kenya

Job Purpose

Responsible for receiving, sorting and processing complaints on police misconduct at the Call Centre.

Key Responsibilities/ Duties / Tasks

  • Implement policies, strategies, guidelines, plans, standards and procedures pertaining to complaints management through the call centre;
  • Implement systems and processes at the call Centre for efficient management of complaints against the police;
  • Receive and process complaints on police misconduct at the call centre;
  • Collect information on complaints received through the call centre for presentation to the internal case intake committee;
  • Initiate Alternative Dispute Resolution processes where applicable;
  • Provide feedback to the complainants on the status of complaints;
  • Maintain and update records at the call centre;
  • Gather data for internal and external reports pertaining to the call centre;
  • Implementation of quality assurance standards in call centre;
  • Develop and implement Individual annual work plan;
  • Develop periodic individual performance reports and
  • Implement risk mitigation measures.

    Job Competencies (Knowledge, Experience and Attributes / Skills)

    Academic qualifications

  • Bachelor’s Degree in any of the following disciplines: Law, Criminology, Psychology, Social Sciences, Public Administration, Public Relations, Sociology or equivalent qualifications from a recognized institution.

    Professional Qualifications / Membership to professional bodies

  • Professional qualifications and membership body where applicable

    Previous relevant work experience required

  • This is an entry level job

    How to Apply

    For more information and job application details, see; IPOA Call Centre Officer Jobs in Kenya

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