Call Centre Officer Ii - 2 Posts At Independent Policing Oversight Authority (Ipoa)

IPOA/HR/18/2024Job PurposeResponsible for receiving, sorting and processing complaints on police misconduct at the Call Centre.Key Responsibilities/ Duties / TasksImplement policies, strategies, guidelines, plans, standards and procedures pertaining to complaints management through the call centre;Implement systems and processes at the call Centre for efficient management of complaints against the police;Receive and process complaints on police misconduct at the call centre;Collect information on complaints received through the call centre for presentation to the internal case intake committee;Initiate Alternative Dispute Resolution processes where applicable;Provide feedback to the complainants on the status of complaints;Maintain and update records at the call centre;Gather data for internal and external reports pertaining to the call centre;Implementation of quality assurance standards in call centre;Develop and implement Individual annual work plan;Develop periodic individual performance reports andImplement risk mitigation measures.Job Dimensions:I. Financial ResponsibilityPrepare Call Centre Work Plans and the BudgetsII. Responsibility for Physical AssetsResponsible for call centre physical assets in the team (ICT, office furniture and equipment, call centre tools, records and machines)III. Decision Making / Job InfluenceOperational decisionsIV. Working ConditionsPredominantly in an office setting with occasional field travel.Job Competencies (Knowledge, Experience and Attributes / Skills).Academic qualificationsBachelor'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.Professional Qualifications / Membership to professional bodiesProfessional qualifications and membership body where applicablePrevious relevant work experience required.This is an entry level job