Call Centre Officer II Job IPOA

Customer Service Jobs, Independent Policing Oversight Authority Jobs.

Job Purpose

• Responsible for receiving, sorting and processing complaints on police misconduct at the Call Centre.

Key Responsibilities

An officer at this grade will undertake the following duties and responsibilities:

• Receiving and processing complaints on police misconduct at the call centre;
• Implementing internal case intake committee recommendations;
• Updating records at the call centre;
• Implementing systems and processes at the call centre for the efficient management of complaints against the police;v.
• Collecting and collating data for internal and external reports pertaining to the call centre;
• Providing feedback to the complainants on the status of complaints;
• Implementing risk mitigation measures; and
• Supporting the implementation of quality assurance standards in the call centre.

Qualifications

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

• 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; and
• Proficiency in computer application.

How to Apply:

Interested candidates who meet the required qualifications are invited to submit their application ONLINE through the Authority’s website careers Portal. No Physical applications will be accepted

Detailed job description and specification for this position is available here: https://www.ipoa.go.ke/ipoa/careers.

All applications to reach the Authority on or before 18th May, 2026, at 5.00 p.m.East Africa time.

Successful applicants must meet the requirements of Chapter Six of the Constitution of Kenya 2010 and provide the following documents: clearance certificate from HELB, EACC, CRB, KRA and DCI. Further to this, background checks and verification of academic certificates shall be undertaken before onboarding.

IPOA is an equal opportunity employer and shall not discriminate on the basis of race, religion,colour,ethnicorigin,politicalaffiliation, or sexual orientation, pregnancy, marital status, disability, health, or social status. Kindly note that canvassing will lead to automatic disqualification.

IPOA does not engage any recruitment agencies and no medical examination is required before one attends an interview. IPOA does not charge a fee at any stage of the recruitment process (application, shortlisting or interview).

Only shortlisted candidates will be contacted.