Principal Call Centre Officer - 3 Posts

The Independent Policing Oversight Authority (IPOA) was established to provide civilian oversight of the police in Kenya. The Authority is seeking to fill three (3) positions for Principal Call Centre Officer. The primary purpose of this role is to coordinate the receiving, sorting, and processing of complaints regarding Police misconduct at the Call Centre, ensuring a robust civilian accountability mechanism.

Key Responsibilities

• Coordinate the receiving, sorting, and initial processing of complaints concerning police misconduct submitted through the Call Centre.
• Manage Call Centre operations to ensure timely and professional handling of public reports.
• Supervise the documentation of complaints and ensure accurate data entry for tracking and investigation purposes.
• Provide guidance to junior officers in handling complex or sensitive public interactions.
• Monitor performance results and quality of service within the Call Centre unit.

Knowledge, Experience, and Qualifications

For appointment to this grade, an officer must have the following qualifications:

• A cumulative service period of nine (9) years, with at least three (3) years of experience at the grade of Senior Officer in either Call Centre or Complaints Management at IPOA 7.
• A Bachelor’s Degree in any of the following disciplines: Law, Criminology, Psychology, Social Sciences, Public Administration, Public Relations, Sociology, or equivalent qualifications from a recognized institution.
• Completion of a Management course lasting not less than four (4) weeks from a recognized institution.
• Membership to a relevant professional body (where applicable).
• Proficiency in computer applications.
• Demonstrated merit and ability as reflected in work performance and results.

How to Apply

Interested and qualified candidates should apply by visiting the Independent Policing Oversight Authority (IPOA) official website at www.ipoa.go.ke or through the application link: Apply Here.