Job Description
The Nursing Council of Kenya is seeking to recruit a professional, customer-focused, and highly organized Customer Care Assistant to join its dedicated service delivery team based at its Waiyaki Way offices. This permanent opportunity is ideal for an individual who is passionate about delivering exceptional client experiences while supporting the Council's mission of promoting quality nursing and midwifery practice across Kenya. The successful candidate will serve as one of the first points of contact for nurses, students, training institutions, healthcare employers, members of the public, and other stakeholders seeking guidance on registration, licensing, examinations, accreditation, and related regulatory services.
Working within a dynamic and service-oriented environment, the Customer Care Assistant will ensure that every inquiry is handled professionally, accurately, and efficiently while maintaining the highest standards of courtesy, confidentiality, and integrity. The position requires excellent communication abilities, strong interpersonal skills, and a genuine commitment to creating positive customer experiences. The role involves managing both physical and digital customer interactions, providing timely information, resolving concerns, directing complex matters to the appropriate departments, and supporting continuous improvements in customer satisfaction.
The successful applicant will actively contribute to enhancing the Council's reputation by ensuring every visitor and caller receives prompt attention and accurate guidance. The position also involves maintaining customer records, tracking service requests, preparing customer service reports, supporting feedback initiatives, and identifying opportunities to improve service delivery processes. The ideal candidate will demonstrate patience, empathy, professionalism, and the ability to remain composed while handling multiple inquiries within demanding timelines.
The Customer Care Assistant will collaborate closely with departments responsible for licensing, examinations, finance, ICT, legal affairs, accreditation, and administration to ensure seamless communication and efficient resolution of customer requests. Strong computer literacy and the ability to utilize customer relationship systems, office software, and digital communication platforms will be essential for success in this role.
This opportunity offers an excellent platform for career growth within one of Kenya's respected public regulatory institutions. Employees benefit from exposure to professional development opportunities, structured work processes, and a collaborative workplace culture that values accountability, transparency, innovation, and service excellence. Individuals who enjoy helping others, solving problems, and contributing to effective public service delivery are encouraged to apply. The Nursing Council of Kenya is committed to fair recruitment, equal opportunity employment, diversity, and maintaining a professional working environment where employees are empowered to make meaningful contributions toward improving healthcare regulation and public confidence.
Key Responsibilities
- Welcome visitors, applicants, healthcare professionals, students, and stakeholders in a professional, respectful, and friendly manner.
- Respond promptly to telephone calls, emails, online inquiries, and walk-in customer requests.
- Provide accurate information regarding registration, licensing, examinations, renewals, accreditation, and Council services.
- Guide clients through application procedures and explain documentation requirements clearly.
- Direct customers to appropriate departments whenever specialized assistance is required.
- Resolve routine customer complaints efficiently while maintaining professionalism and empathy.
- Escalate complex issues to supervisors and relevant departments for timely resolution.
- Maintain complete confidentiality of customer records and sensitive organizational information.
- Record customer interactions accurately using approved customer management systems.
- Monitor pending customer requests and follow up until satisfactory completion.
- Support implementation of customer service improvement initiatives across the organization.
- Assist with reception duties whenever operational needs require additional support.
- Prepare customer service statistics and periodic reports for management review.
- Ensure visitors receive timely assistance without unnecessary delays.
- Maintain an organized customer reception area that reflects the Council's professional image.
- Explain available online services and assist customers using digital self-service platforms.
- Coordinate appointments between clients and departmental officers where necessary.
- Participate in customer satisfaction surveys and feedback collection exercises.
- Recommend improvements that enhance efficiency and customer experience.
- Maintain professional communication standards in every interaction.
- Handle correspondence accurately and distribute inquiries to relevant offices.
- Support public awareness initiatives during stakeholder engagement activities.
- Collaborate effectively with internal teams to ensure seamless customer service.
- Maintain updated knowledge of Council policies, regulations, and service procedures.
- Verify submitted documents before forwarding applications for processing.
- Assist customers experiencing challenges with online applications or payment systems.
- Promote positive public relations through courteous and responsive service.
- Observe organizational policies, ethical standards, and service charters.
- Prioritize customer requests according to urgency and service guidelines.
- Participate in departmental meetings and continuous improvement initiatives.
- Support records management by maintaining organized customer documentation.
- Report recurring customer concerns that may require policy or procedural review.
- Assist in organizing public information sessions and stakeholder forums.
- Ensure compliance with quality service standards established by the Council.
- Perform administrative support duties assigned within the customer care function.
- Contribute positively to teamwork and organizational excellence.
- Demonstrate professionalism, accountability, integrity, and commitment throughout daily operations.
Qualifications & Requirements
- The ideal candidate should possess a Diploma or bachelor's degree in Customer Service, Public Relations, Business Administration, Communication, Office Administration, Social Sciences, or another relevant discipline from a recognized institution. Additional certification in customer experience management, communication, front office operations, or client relationship management will be considered an added advantage. Candidates should demonstrate outstanding verbal and written communication skills, exceptional interpersonal abilities, and the capacity to build positive relationships with diverse stakeholders. Strong organizational skills, attention to detail, sound judgment, emotional intelligence, and effective problem
- solving capabilities are essential. Applicants should be proficient in Microsoft Office applications including Word, Excel, Outlook, and PowerPoint, while familiarity with customer relationship management systems and digital communication platforms will be advantageous. The successful candidate should demonstrate integrity, confidentiality, professionalism, adaptability, patience, and the ability to work independently as well as collaboratively within multidisciplinary teams. Excellent time management, multitasking ability, conflict resolution skills, active listening, customer
- centered thinking, and a commitment to delivering consistently high
- quality public service are required. Knowledge of public sector service delivery standards and regulatory environments will provide additional value. Fluency in English and Kiswahili is highly desirable.
How to Apply
Interested candidates should submit a detailed application letter, an updated Curriculum Vitae (CV), and certified copies of relevant academic and professional certificates before the application deadline. Applicants should also attach a copy of their National Identity Card, relevant professional membership certificates where applicable, and contact details for at least three professional referees. Only shortlisted candidates will be contacted for the next stage of the recruitment process. Late applications may not be considered. The Nursing Council of Kenya is an equal opportunity employer and encourages applications from all qualified candidates regardless of gender, age, disability, or background.