Job Description
The Nursing Council of Kenya is seeking a highly organized, service-driven, and proactive Customer & Sales Operations Coordinator to support the delivery of exceptional customer experiences while strengthening operational efficiency across service and revenue-related activities. This position offers an exciting opportunity to contribute to an institution that safeguards professional nursing standards while continuously improving service accessibility for nurses, healthcare employers, educational institutions, and members of the public. The successful candidate will play a central role in coordinating customer interactions, monitoring service requests, supporting operational planning, and ensuring that inquiries are handled professionally from initial contact through successful resolution.
Working within a collaborative environment, the Customer & Sales Operations Coordinator will oversee daily customer support workflows, coordinate responses across internal departments, maintain accurate operational records, and assist in implementing service improvement initiatives. The role also supports outreach activities, customer engagement campaigns, stakeholder communications, and administrative processes that enhance service delivery. The successful candidate will help ensure that every interaction reflects professionalism, responsiveness, accountability, and integrity while promoting confidence in the Council's services.
This position requires excellent organizational abilities, strong interpersonal communication, analytical thinking, and a commitment to delivering consistent service excellence. The coordinator will monitor customer trends, prepare operational reports, maintain service documentation, coordinate scheduling activities, support digital customer platforms, and contribute to continuous process improvements. Attention to detail, sound judgment, confidentiality, and the ability to prioritize multiple assignments simultaneously are essential for success.
The role involves close collaboration with registration teams, finance personnel, ICT specialists, compliance officers, education stakeholders, healthcare facilities, and external partners. The successful candidate will gather customer feedback, identify recurring service challenges, recommend practical improvements, and help implement solutions that improve customer satisfaction while maintaining regulatory standards.
Candidates should demonstrate a positive attitude, adaptability, initiative, and the ability to work effectively under established procedures while responding to changing operational requirements. Strong computer literacy, report preparation skills, customer relationship management experience, and proficiency in office productivity software will provide a significant advantage. Experience coordinating customer communications through email, telephone, digital platforms, and face-to-face interactions is highly desirable.
The Nursing Council of Kenya offers an engaging professional environment where innovation, teamwork, ethical conduct, and continuous learning are valued. Employees are encouraged to contribute ideas that improve organizational performance while supporting the Council's commitment to delivering efficient, transparent, and customer-focused services. This contract position provides an excellent opportunity for professionals seeking meaningful experience within Kenya's healthcare regulatory sector while making a measurable contribution to service excellence and operational effectiveness.
Key Responsibilities
- Coordinate daily customer service activities and ensure timely resolution of inquiries.
- Respond professionally to telephone, email, online, and walk-in customer requests.
- Maintain accurate customer interaction records within approved operational systems.
- Support service delivery processes across multiple functional departments.
- Monitor customer requests and follow up until successful completion.
- Prepare operational reports highlighting customer service performance indicators.
- Track service turnaround times and recommend workflow improvements.
- Coordinate communication between customers and internal technical teams.
- Assist with customer onboarding, information sharing, and guidance services.
- Organize customer appointments, meetings, and operational schedules.
- Ensure customer documentation is complete, accurate, and properly maintained.
- Support implementation of customer satisfaction improvement initiatives.
- Monitor customer feedback and identify recurring operational issues.
- Prepare weekly and monthly service performance summaries.
- Coordinate outreach activities promoting Council services and programs.
- Support awareness campaigns targeting healthcare professionals and stakeholders.
- Maintain confidentiality of customer information and official records.
- Collaborate with finance teams regarding customer payment inquiries.
- Assist with preparation of customer communication materials.
- Monitor operational compliance with internal service standards.
- Escalate complex customer issues to appropriate management promptly.
- Assist in updating customer databases and contact information.
- Support digital customer engagement platforms and online services.
- Participate in process improvement discussions and operational planning.
- Coordinate documentation required for service audits and reviews.
- Ensure service requests comply with established organizational procedures.
- Build positive working relationships with colleagues and stakeholders.
- Maintain high standards of professionalism during customer interactions.
- Assist in preparing presentations and operational meeting documents.
- Monitor customer correspondence and ensure timely responses.
- Support data collection for operational performance analysis.
- Coordinate logistics for customer engagement events and workshops.
- Maintain filing systems for operational and administrative records.
- Identify opportunities to improve customer experience and efficiency.
- Support implementation of new customer service procedures.
- Monitor quality standards across customer-facing activities.
- Assist supervisors with administrative coordination assignments.
- Promote teamwork, accountability, and continuous service improvement.
- Stay informed about organizational policies affecting customer services.
- Perform additional operational duties assigned by management within the scope of the position.
Qualifications & Requirements
- The ideal candidate should possess a bachelor's degree in business administration, Marketing, Customer Service Management, Public Administration, Commerce, Sales Management, Communications, or another closely related discipline from a recognized institution. Demonstrated knowledge of customer relationship management principles, administrative coordination, operational planning, and stakeholder engagement will be highly advantageous. Candidates should possess excellent written and verbal communication skills, exceptional interpersonal abilities, and strong organizational capacity with the ability to manage multiple priorities simultaneously. Advanced computer literacy, including proficiency in Microsoft Office applications, database management, digital communication platforms, and report preparation, is required. The successful applicant should demonstrate analytical thinking, attention to detail, problem
- solving capability, integrity, professionalism, confidentiality, and a commitment to delivering outstanding customer experiences. The ability to work independently while contributing effectively within multidisciplinary teams is essential. Experience preparing operational reports, coordinating customer support activities, handling sensitive information, and improving service delivery processes will provide an added advantage. Candidates should exhibit adaptability, initiative, accountability, strong time management, and a customer
- focused mindset capable of maintaining high service standards in a dynamic operational environment.
How to Apply
Interested candidates should submit their applications through the official Nursing Council of Kenya recruitment process before the application deadline. Only shortlisted applicants will be contacted for the next stage of the recruitment process.