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Qualifications
Bachelors Degree
For appointment to this position, a candidate must have:
A cumulative number of seven (7) years or more at DPP 8;
Bachelor’s degree in Public Relations or any relevant social sciences from a recognized institution;
Public Relations and Customer Care Management course;
Membership to the Public Relations Society of Kenya / Institute of Customer Service Kenya or any other relevant professional body and in good standing;
Senior Management Course lasting not less than four (4) weeks from a recognized institution;
Shown merit and ability as reflected in work performance and results; and
Meet the requirements of Chapter Six (6) of the Constitution of Kenya 2010; Integrity, Honesty and Accountability.
Duties & Responsibilities
An officer at this level will be responsible to the Assistant Director, Customer Relations in performing the Customer Relations function. Specifically, duties and responsibilities will include:
Supervising the Implementation of customer care and telephone operations strategies, policies, procedures and programmes;
Providing support in the maintenance of accurate records of all customer care operations;
Supervising staff performance within the section;
Coordinating appointments and reception of visitors with the ODPP management;
Analyzing section reports that indicate the challenges and incidents encountered in the delivery of service;
Coordinating the vetting of visitors to ODPP and handling of complaints;
Analysing customer habits and complaints to inform review of customer care strategy;
Coaching, mentoring, training and development of staff; and
Preparation of annual customer care section procurement plan, quarterly and annual status sectional reports.
