Customer Experience Officer II (Dispatch Centre) Job in Kenya - SHA

Qualifications, Skills and Experience Required:

  • Bachelor’s degree in communication, Public Communication, Public Relations, Mass Communication, Marketing, Emergency Medical Care, Public Health, or related field.
  • Strong communication skills, work under pressure; proficiency in call-handling and CRM systems; problem-solving ability; empathy and resilience in emergency settings.
  • Age Limits: Not above 35 years

Terms of Service

  • You will be engaged on a fixed term contract of Six (6) months. 
  • At the end of your contract term, you shall be entitled to a gratuity payment calculated at the rate of 31% of your basic monthly salary for the total number of months worked

Responsibilities:


You will serve as the first point of contact for emergency medical service requests by receiving and logging calls, guiding clients, and ensuring prompt escalation to medical dispatch teams. The role ensures timely, accurate, and compassionate handling of emergency requests in line with established EMS protocols, SHA service standards, and the Social Health Insurance Act, 2023.

You will report to: Customer Experience Officer I – Emergency Medical Dispatch

Key Responsibilities

  • Receive, log, and route emergency calls, inquiries, and complaints to the relevant dispatch or quality assurance officers.
  • Capture accurate case details (location, condition, contact information) in the Dispatch Centre’s Computer-Aided Dispatch (CAD)/CRM system.
  • Provide callers with initial guidance and reassurance while awaiting dispatch of ambulance or medical response.
  • Escalate unresolved or complex queries to Senior Dispatch/Quality Assurance Officers for clinical oversight.
  • Document all client interactions to support data-driven analysis and improve emergency response efficiency.
  • Support public sensitization and awareness on EMS access protocols and SHA’s emergency care benefits.
  • Generate routine reports on call handling volumes, trends, and emerging issues.
  • Promote a professional, empathetic, and patient-centered image of SHA’s EMS operations.

To access the full advertisement, including detailed job descriptions, core functions, and person specifications, kindly visit the SHA website at https://recruitment.sha.go.ke/

Application Requirements

Applicants must satisfy the requirements of Chapter Six of the Constitution of Kenya by submitting valid and current copies of the following:

  • Certificate of Good Conduct from the Directorate of Criminal Investigations.
  • Tax Compliance Certificate from the Kenya Revenue Authority (KRA).
  • Clearance Certificate from the Higher Education Loans Board (HELB).
  • Clearance Certificate from the Ethics and Anti-Corruption Commission (EACC).
  • Report from a Credit Reference Bureau (CRB).

How to Apply

Interested candidates should submit their applications, including:

  • A detailed curriculum vitae (CV).
  • Copies of academic and professional certificates.
  • A cover letter demonstrating suitability for the position.
  • Contacts of at least three professional referees.

Applications should be addressed to: The Chairperson Social Health Authority P. O Box 30443-00100 Ragati Road NAIROBI

Applications can be submitted online on https://recruitment.sha.go.ke/ or physically delivered to the SHA building 10th floor by clearly marking the position applied for on the envelope.

Deadline

All applications must be received by 5.00 pm 18th November, 2025.

Terms of Service

A competitive remuneration package as advised by the Salaries & Remuneration Commission will be offered to the successful candidate.