Job Purpose 

This role is responsible for ensuring the implementation of customer satisfaction activities within the region/cluster of stations and the management of the daily operations of the customer service touch points.

Key responsibilities/Tasks/ Duties
I. Managerial / Supervisory Responsibilities

Supervise and monitor service delivery at service centres and huduma centres within respective region to ensure that customers are served promptly and professionally.

II. Operational Responsibilities 

• Ensure staff awareness of and adherence to the service charter, customer service policies, customer service standards, procedure manuals and service centre standard operating procedures.
• Develop and implement quarterly plans including work plans, workforce management plans and training activities.
• Coordinate rollout of the Customer Complaints and Feedback Management Process – Monitor customer complaints, feedback, issues, and interactions; review and track resolution.
• Measure and report performance of all service centres within respective region and assess against goals (ROI and KPIs).
• Improve efficiency by researching markets and identifying service delivery gaps and potential improvement areas in respective regions then recommending mechanisms to address the findings and initiate corrective action as needed.
• Capacity Building: Co-ordinate staff training by identifying training needs (technical and skills based), designing and implementing strategies to address these needs and undertake performance coaching.
• Serve as the intermediary between Service Centre, KRA business departments and Regional Coordinators to ensure service resolution, availability of resources and create an appropriate service environment.
• Communicate regularly with diverse stakeholders, customers and/or partners to build mutual understanding and trust including co-ordinating and conducting taxpayer outreach initiatives.
• Co-ordinate implementation of business support initiatives in the region including taxpayer registration and other revenue enhancement initiatives (Debt collection, Nil/Non filer, Advance tax)
• Ensure adherence to all quality requirements under ISO 9008:2015, ethics and integrity requirements, human resource policies, KRA code of conduct and risk management processes.

Academic qualifications
A university degree in Marketing, Communication, Social Sciences, Business Administration or other business-related course from a recognized institution.

Professional Qualifications / Membership to professional bodies
Tax Training, Training in Customer Experience

Previous relevant work experience 
Minimum of 3 years work experience in similar role.

Functional Skills, Behavioral Competencies/Attributes
• Business literacy: Knowledge on Tax and Customs Administration
• Analytics
• Personal effectiveness
• Negotiation and diplomacy skills
• Knowledge of customer service principles and practices.
• Coaching and offering psychosocial support


Job Application Guidelines


  • Go to and then click on the ‘Register’ button to start the application process.
  • After registration, you will receive an email enabling you to confirm your email address and complete your registration.

Log on:

  • After registration go to
  • Key in your username and password then click on ‘Log in’ to access your account.
  • After successful log in, the system will open the ‘Applicant Cockpit’.

Candidate Profile (To create or update applicant detail):

  • On the ‘Applicant Cockpit’ page, go to the tab ‘Candidate Profile’.
  • Click on ‘My Profile’ to create and update your profile.
  • Follow the instructions to complete your profile.
  • The process will end by clicking the tab “Overview and Release”.
  • Ensure you click the check box on the page to complete the profile.

Application process:

  • To view the open job postings, click on the tab ‘Employment Opportunities’ on the ‘Applicant Cockpit’ page.
  • Under the heading ‘Job Search’ click the ‘Start’ button to view all available vacancies.
  • Click on the Job posting to display the details of the position.
  • To apply for the position, click ‘Apply’ button at the top of the page.
  • Follow the instructions to complete and submit your application.
  • Kindly note that all mandatory fields must be completed.
  • To complete the process of application, click the ‘Send Application Now’ button after reviewing and accepting the ‘Data Privacy Statement’.

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Kenya Revenue Authority does not charge any fee at any stage of the recruitment process (application, shortlisting, interviewing, and/or offer)