Senior Complaints Management Officer Job in Kenya

IPOA/HR/08/2023: SENIOR COMPLAINTS MANAGEMENT OFFICER, IPOA GRADE 5 (2 POSITIONS)- (CONSOLIDATED SALARY KES. 122,000-202,000)

 

Job Title		Senior Complaints Management Officer
Grade		Grade 5
Corporation/Organization		Independent Policing Oversight Authority
Directorate		Complaints Management and Legal
		Services
Department		Complaints Management and Call Centre
Division		Complaints Management
Section / Unit		N/A
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	Location / Work Station	The Headquarters and Regional Offices
	Reporting Relationships
	Reports to	Principal Complaints Management Officer
	Direct Reports	Complaints Management Officer I
	Indirect Reports	Complaints Management Officer II

 

Job Purpose

To receive and process complaints against members of the Service as provided under Section 6 and 24 of the IPOA Act.

Key Responsibilities/ Duties / Tasks

Managerial / Supervisory Responsibilities

• Assist in implementation of policies, strategies, manuals, plans, procedures and standards pertaining to complaints management services;
• Assist in implementation of controls for deployment and application of complaints management tools and equipment;
• Assist in implementation of complaints management systems;
• Assist in preparation of team annual work plans, budgets and procurement plans;
• Coach and mentor complaints management officers;

Operational Responsibilities / Tasks

• Receive and process complaints against members of the Service;
• Conduct preliminary inquiries on complaint received;
• Handle, resolve, track, refer and give feedback on complaints as necessary;
• Analyse emerging issues on complaints raised against the Service;
• Prepare procurement requisitions for effective complaint management operations;
• Provide briefs on complaints management to the Principal;
• Prepare complaint management operational work plans for approval;
• Prepare complaint management data, information and records for strategic interventions and reports;
• Prepare complaints management annual budget, work plan and procurement plan;

10) Engage stakeholders’ in complaints management;

11) Prepare activity, monthly, quarterly, bi-annual performance and Annual reports;

• Supervise and appraise direct reports and identify their training needs;

Job Dimensions:

Financial Responsibility

Prepare Complaints Management Work Plans and their Budgets.

Responsibility for Physical Assets

Responsible for complaints management physical assets in the team (ICT, office furniture and equipment, inspection tools, reports and records, field equipment and machines)

III.   Decision Making / Job Influence

Operational Decisions

Working Conditions

Predominantly in an office setting with occasional field travel.

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

Academic qualifications

A Bachelor’s degree in any of the following discipline: Law, Criminology, Dispute Resolution, Psychology Human Rights, Social Sciences, Military or Police degree or equivalent qualifications from a recognized institution;

Professional Qualifications / Membership to professional bodies

 Registered with a relevant Professional Body where applicable;

• Certificate in computer application skills;
  
  
  

III. Previous relevant work experience required.

Served for a minimum period of three (3) years in the Grade of Complaints Management Officer I for a period of 6 years in complaints services in the Public Service or the Private Sector.

Functional Skills, Behavioral Competencies/Attributes:

Functional Skills:		Behavioral Competencies/Attributes:
1)	Complaint Management Skills	1)	Transparency and accountability
2)	Leadership Skills	2)	Ethics and Integrity
3)	Financial Management Skills	3)	Team player
4)	Planning Skills	4)	Creativity and innovation
5)	Decision Making Skills	5)	Resilience
6)	Interpersonal Skills	6)	Independence

• Communication Skills
• Counselling skills
• Dispute resolutions skills
• Analytical Skills
• Report writing skills

How to apply:

Interested persons who meet the requirements should submit their application through Post Office, email or by hand delivery, clearly indicating the position and job reference number, on both the cover letter, envelope and email applications, together with IPOA Employment form, a detailed CV, copies of academic certificates, national identity card, names and telephone contacts of three referees, so as to reach the Authority by Tuesday, 14th March, 2023 to:

Director/Chief Executive Officer,

Independent Policing Oversight Authority,

1^st Ngong Avenue, ACK Garden Annex, 2^nd Floor,

P.O Box 23035 – 00100, NAIROBI.

Email: recruitment0223@ipoa.go.ke

Detailed job descriptions and specifications for the above positions are available in our website www.ipoa.go.ke/careers

Upon offer of employment, the successful candidate MUST present and satisfy the requirements of Chapter Six of the Constitution of Kenya 2010 by providing copies of the following documents;

A valid tax Compliance Certificate from the Kenya Revenue Authority (KRA);

A valid Certificate of Good Conduct from the Directorate of Criminal Investigation (DCI);

A valid Clearance Certificate from the Higher Education Loans Board (HELB);

A valid Clearance Certificate from an approved Credit Reference Bureau (CRB)and

A Valid Clearance form from the Ethics and Anti-Corruption Commission (EACC)

IPOA is an equal opportunity employer and shall not in its recruitment discriminate on the basis of race, religion, colour, ethnic origin, political affiliation, sex or sexual orientation, pregnancy, marital status, disability, health or social status. Canvassing will lead to automatic disqualification.

IPOA does not engage any recruitment agencies and no medical examination is required before one attends an interview. IPOA does not charge a fee at any stage of the recruitment process (application, shortlisting or interview).

Only shortlisted candidates will be contacted.