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.