Call Centre Officers

The IPOA is hiring Call Centre Officers in Nairobi. In this role, you will handle public complaints regarding police misconduct, manage case files, and maintain accurate records. You’ll also contribute to efficient complaint management systems, collect data for reporting, and provide updates to complainants. If you hold a relevant Bachelor’s degree, we invite you to contribute to IPOA’s mission. Submit your application to join our team dedicated to police accountability.

The Independent Policing Oversight Authority is established pursuant to Cap. 86 Laws of Kenya. Its primary mandate is to provide civilian oversight over the work of the National Police Service. The Authority seeks to recruit results-oriented Kenyan citizens with drive, vision and creativity to fill the following vacant positions:

IPOA/HR/02/2026; CALL CENTRE OFFICER II JOB GRADE IPOA 9 (3 POSITIONS)
(CONSOLIDATED SALARY KSH. 90,000 – 130,000)

Grade: IPOA 9
Directorate: Complaints Management and Counselling Services
Department: Complaints Management
Section: Call Centre
Location / Work Station: Headquarters, Nairobi
Reporting Relationships
Reports to: Call Centre Officer I

Job Purpose

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

Key Responsibilities/ Duties / Tasks

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

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

Knowledge, Experience and qualifications required

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

1. 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.