DIVISION/SECTION Consumer Protection
GRADE/LEVEL IRA 6
IMMEDIATE SUPERVISOR
Manager, Consumer Protection

PURPOSE OF THE JOB (JOB SUMMARY)

Responsible for coordinating customer service activities and ensuring provision of quality customer service so as to attain high levels of customer satisfaction through enhanced service delivery

PRINCIPAL RESPONSIBILITIES

Key Responsibilities Main task

1. Customer Relations Initiate desired changes to improve customer service
2. Monitor social media for complaints and issues raised against the Authority
3. Receive and register complaints received against the Authority
4. Initiate and follow up on the timely resolution of public complaints made against the Authority
5. Coordinate and facilitate settlement of customer/stakeholders queries and inquiries and facilitating the flow of information between the Authority and its customers/stakeholders
6. Assist in developing positive partnerships and relationships with customers and stakeholders

Key Responsibilities Main task

1. Administer regular questionnaires to customers and analysing responses
2. Prepare regular and timely reports on customer service issues and developments

REQUIRED QUALIFICATIONS

Education and knowledge

1. Bachelor’s degree in a business, social sciences or related field;
2. Certificate in customer relations/public relations or related field;
3. KCSE minimum grade C+
4. Proficiency in ICT

Experience

1. Five (5) years’ experience in a similar position;
2. Specialist knowledge and experience in consumer relations management; and
3. Knowledge of insurance

Skills

• Negotiation and analytical skills;
• Communication and reporting skills; and
• Organization and inter personal skills

Competences

1. Professionalism;
2. Ethical and integrity;
3. Team player; and
4. Ability to work under pressure, prioritize and multi task

The details of the positions may be accessed by visiting the IRA website, www.ira.go.ke. Important:

Shortlisted candidates shall be required to present the following statutory documents during the interviews:
Certificate of good conduct from the Director of Criminal Investigations, Clearance Certificate from the Higher Education Loans Board, Tax Compliance Certificate from the Kenya Revenue Authority, Clearance from the Ethics and Anti-Corruption Commission, and report from an approved Credit Reference Bureau.

Terms of Offer:

An attractive remuneration package commensurate with the responsibilities of the position will be negotiated with the right candidate.
If you believe you are the right candidate for the above position and can clearly demonstrate your ability to meet the job requirements given, please submit your application (clearly indicating on the envelope the reference number and position you are applying for) with a detailed CV, stating your position, current remuneration, qualifications, experience, names and addresses of three referees, email and telephone contacts together with copies of your certificates and national identification card by close of business on 24th May 2021 to:

Commissioner of Insurance & Chief Executive Officer
Insurance Regulatory Authority
Zep-Re Place
P.O Box 43505-00100
Nairobi
EMAIL : careers@ira.go.ke

IRA is an Equal Opportunity Employer and Persons With Disabilities are encouraged to apply.