Supervisor Complaints & Information Centre at Kenya Revenue Authority (KRA)

Share and send to your friends !
  • Company: Kenya Revenue Authority (KRA)
  • Location: Kenya
  • State: Nairobi
  • Job type: Full-Time
  • Job category: - Customer Service Jobs in KenyaKenya Revenue Authority (KRA) Jobs in Kenya
Resubmit your Resume Today. Click Here to Start
Job Description

The Kenya Revenue Authority (KRA) was established by an Act of Parliament, Chapter 469 of the laws of Kenya , which became effective on 1st July 1995 . The Authority is charged with the responsibility of collecting revenue on behalf of the Government of Kenya. A Board of Directors, consisting of both public and private sector experts, makes policy decisions to be implemented by KRA Management. The Chairman of the Board is appointed by the President of the Republic of Kenya . The Chief Executive of the Authority is the Commissioner General who is appointed by the Minister for Finance. PURPOSE OF KRA Assessment , Collection, Administration and Enforcement of laws relating to revenue.

Job Purpose

Responsible for providing support to the Assistant Manager in relation to management of complaints reports in accordance with best practice, policy and law.

Key Responsibilities/ Duties / Tasks

Managerial / Supervisory Responsibilities :  N/A

Operational Responsibilities / Tasks

  • Coordinate resolution of complaints 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).
  • Implement policies, procedures and strategies on complaints management.
  • 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 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.
  • Identify root-cause of complaints to recommend mitigation measures for recurring complaints
  • Follow-up resolution of complaints reported and submit monthly reports on the same.
  • Circulate and sensitize staff on citizen’s service charter, customer service standards and CIC operating procedures.
  • Support the implementation of corporate complaints reporting awareness strategies

Job Dimensions:

Financial Responsibility :  N/A

Responsibility for Physical Assets :  N/A

III. Decision Making / Job Influence :  N/A

Working Conditions :  Office setting

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

Academic qualifications :  Bachelor degree from a recognized university.

Professional Qualifications / Membership to professional bodies :  Professional qualification in the areas of administration, customer service or related field.

Previous relevant work experience required :  At least three (3) years’ work experience in a  similar role

Functional Skills, Behavioral Competencies/Attributes:

  • 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
Method of Application
Submit your CV and Application on Company Website : Click Here Closing Date : 23 July. 2022
Office Assistant Job, Kenyan Administration Jobs 2022, OFFICE  ASSISTANT  (1  POSITION)  EPRA  JOB  GRADE  10  (PERMANENT  & PENSIONABLE) REF: VA/59/6/2022 Duties and Responsibilities Deliver letters, parcels, and documents; Receive letters…
Chief Finance Officer Job, Latest Finance Jobs Kenya, POSITION: CHIEF FINANCE OFFICER – REF: JOOUST/FIN/CFO/5/22 Job Responsibilities and Roles The Chief Finance Officer shall provide leadership in financial matters of…
POSITION: DEPUTY FINANCE OFFICER GRADE 14 – REF: JOOUST/FIN/DFO/5/22 Job Responsibilities and Roles The Deputy Finance Officer shall Deputize the Chief Finance Officer on administrative responsibilities and coordinate the preparation…
Position Summary Title: Program Assistant (National Position) Reporting to: Capacity Building Manager RefuSHE is requesting expressions of interest from qualified applicants for a Program Assistant position to be based in…
Administrative Assistant Job, Current Administrative Jobs Kenya. Four positions Mount Kenya University(MKU) is a chartered and ISO 9001:2015 certified University committed to a broad-based, holistic and inclusive system of education….
Finance Jobs In Kenya. Vacancy :  Finance Officer, Location: Nairobi Starting, Date: Immediately, Who are we?  Kilimall is Kenya’s largest online shopping mall. It was launched in July 2014 with the…