HELB Jobs Customer Experience Assistant Manager

The Higher Education Loans Board (HELB) was established in 1995 through an Act of Parliament CAP 213A of the laws of Kenya. The mandate of HELB is to empower the dreams of Kenyans by sourcing for funds and providing financing (through loans, scholarships and bursaries) to Kenyans pursuing studies in institutions of higher learning in and outside Kenya as recognized by the Commission for University Education (CUE) and/or the Technical, Vocational Education and Training Authority (TVETA).

A vacancy has arisen for the position of Assistant Manager, Customer Experience in the Corporate Communication & Customer Experience Department. The Board is looking for a highly competent, passionate, dedicated and self-driven individual of high integrity who is able to demonstrate strong knowledge, skills and abilities to fill the position.

Reporting to Manager, Corporate Communication & Customer Experience, the Assistant Manager, Customer
Experience will be responsible for planning and overseeing the execution of strategies, policies and initiatives that translate into superior customer experience.

Customer Experience Assistant Manager Job Responsibilities

• Formulating and implementing strategies and initiatives that would translate into superior customer experience;
• Oversee the smooth running of the over 30 customer touch points so as to meet and/or exceed the Board’s promise to its customers;
• Coordinating the Contact Centre, Customer Relationship Management system and the website related operations;
• Ensure smooth running of services at Huduma Centre HELB desks across the 47 counties;
• Monitoring adherence to HELB’s Service Charter and signed Service Level Agreements;
• Coordinating internal stakeholders for customer experience related initiatives;
• Building and maintaining a high performance team focused on delivering first class customer experience;
• Manage the update of the departmental risk register;
• Participate in various committees in the Institution;
• Overseeing the preparation and submission of periodic reports on customer experience;
• Ensuring provision of the highest standard of customer experience in response to enquiries through email, social media, calls, letters, SMS, web chat, bulk messaging and walk-ins in line with the Board’s service charter for the over 600,000 customer base;
• Establishing and maintaining constructive and cooperative working relationships with other departments and stakeholders to ensure all escalated customer queries are responded to within signed Service Level Agreements;
• Championing effective service recovery processes through root cause analysis and customer journey mapping;
• Continually identify opportunities to improve customer experience, such as optimizing channel usage and identifying service improvement initiatives;
• Ensuring adherence to Service Level Agreements by external service providers/consultants;
• Managing customer feedback in liaison with the relevant user departments;
• Coordinating periodic customer satisfaction surveys and ensure the implementation of the survey recommendations;
• Ensure section staff adherence to performance management framework
• Oversee periodic preparation and review of customer experience reports and statistics in conjunction with
• Relevant user departments and ensure implementation of corrective actions aimed at enhancing customer experience

Requirements for the Customer Experience Assistant Manager Job

• Bachelor’s degree in the Social Sciences
• Relevant Professional qualification in marketing, public relations or customer experience;
• At least seven (7) years’ relevant work experience, three (3) of which should be at supervisory level in customer experience role.
• Membership to relevant professional bodies such as ICX-Kenya, MSK, or PRSK
• Master’s Degree in Social Sciences, Mass Communication or Marketing will be added advantage
• Knowledge and understanding of emerging trends in customer experience

Other Requirements

• IT Proficiency
• Digital Media Skills
• Project management skills
• Problem Solving skills
• Leadership skills,
• Interpersonal & communication skills,
• High integrity and dependability
• Innovativeness

How to Apply
If you can clearly demonstrate your abilities to meet the criteria given above, please send your application letter, detailed CV, relevant copies of testimonials & certificates, your day time contact, and contacts of three referees, to reach the office of Chief Executive Officer on the contact below and not later than 6th October, 2017.

Chief Executive Officer
Higher Education Loans Board
P.O. Box 69489-00400
NAIROBI.
OR
Email Address:
recruitment@helb.co.ke

Candidates who are shortlisted for interviews will be expected to prove their compliance with Chapter 6 of the Constitution of Kenya 2010 by obtaining and presenting during interview, compliance/clearance certificates from the following organizations:

• Kenya Revenue Authority;
• Higher Education Loans Board;
• Ethics and Anti-Corruption Commission;
• Directorate of Criminal Investigations (Certificate of Good Conduct) and;
• Credit Reference Bureau.

Persons with disability are encouraged to apply. HELB is an equal opportunity employer.