PROGRAM OFFICER, CUSTOMER SERVICE AND DELIVERY STANDARD - ONE (1) POST - V/NO. 122/2016 - JOB GRADE HK 3
Duties and responsibilities
Duties and responsibilities include:
(i) undertaking development and review of Service Delivery Standards Manual;
(ii) identifying appropriate programs and coordinating training for all Huduma staff on customer service excellence and Huduma Service Delivery Standards;
(iii) coordinating the development of Service Charters for Huduma Centres and other
Huduma Service Channels;
(iv) monitoring and evaluating Service Delivery in Huduma Centres and all other
Huduma Service Channels;
(v) following up Ministries, Departments and Agencies on issues requiring their intervention concerning services offered in Huduma Centres; and
(vi) developing a framework for handling customer suggestions, complaints and feedback.
Salary and other Benefits
Basic Salary: Ksh.121,733 - Ksh.225,728
House Allowance: Ksh.40,000 p.m.
Medical Benefits: Group Medical Scheme
Commuter Allowance: Ksh.20,000 p.m.
Leave Entitlement: 30 working days per annum
Leave Allowance: one month basic salary
Terms of Service: Four (4) years renewable Contract
Service Gratuity: a service gratuity at 31% of the basic salary will be paid at the end of the contract period for those on contract
For appointment to this grade, a candidate must have:-
(i) served for at least seven (7) years in a relevant and senior position in the Public
(ii) a Bachelors degree in any of the following disciplines:- Social Science, Public Communications, Public Relations, Business Administration, Business Management or equivalent qualification from a university recognized in Kenya;
(iii) certificate in Customer Relations/Service, Hospitality Management, Event
Management or equivalent qualification from a recognized institution; (iv) attended a strategic leadership Course in a recognized institution;
(v) demonstrated professional competence in work performance and results; and
(vi) demonstrated a thorough understanding of national goals, policies and have a clear understanding of national values and principles of governance.
VACANT POSITIONS IN THE PUBLIC SERVICE
Applications are invited from qualified persons for the positions shown below.
Interested and qualified persons are requested to make their applications as follows:
1. online through one of the Commission’s websites www.publicservice.go.ke and www.psckjobs.go.ke
2. by completing ONE PSC 2 (Revised 2016) application form. The form may be downloaded from the Commission’s websites.
Candidates should NOT attach any documents to the application form. ALL the details requested in the advertisement should be filled on the form.
- Only shortlisted and successful candidates will be contacted.
- Canvassing in any form will lead to automatic disqualification.
- THE PUBLIC SERVICE COMMISSION IS COMMITTED TO AVAILING EQUAL EMPLOYMENT OPPORTUNITIES TO ALL KENYANS. PEOPLE WITH DISABILITIES, THE MARGINALIZED AND THE MINORITIES ARE ENCOURAGED TO APPLY.
Shortlisted candidates shall be required to produce originals of their National Identity Card, academic and professional certificates and transcripts during interviews. It is a criminal offence to present fake certificates.
Serving officers shall be required to produce the original letter of appointment to their current substantive post during the interview.
Completed applications should be sent or delivered to:
PUBLIC SERVICE COMMISSION
P.O. BOX 30095 – 00100
so as to reach the Commission on or before 1st September, 2016.