Supervisor - Service Delivery
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
I. 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.
II. 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 another
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
How to Apply
Deadline Dec 13, 2022