Assistant Customer Experience Officer – (11 Positions)

The Higher Education Loans Board (HELB) is hiring an Assistant Customer Experience Officer to strengthen service delivery across national and diaspora-facing customer channels. This role supports responsive, accurate, and professional engagement for customers seeking higher education financing services.

Key Job Information

• Position: Assistant Customer Experience Officer (Grade 9)
• Reference Number: HELB/021
• Location: Nairobi, Kenya (Huduma Centres and Contact Centre nationwide)
• Employment Type: Contract (up to three years, renewable subject to performance)
• Experience Level: Entry to Mid-level
• Positions Available: 11
• Application Deadline: 16 February 2026

About the Higher Education Loans Board (HELB)

The Higher Education Loans Board is a State Corporation mandated to provide financial support to eligible Kenyan students pursuing higher education and training. Through efficient lending, scholarships, and grants, HELB empowers dreams by expanding access to education and skills development that drive national growth.

Recognized for service innovation and nationwide reach, HELB operates Huduma Centre desks, a centralized Contact Centre, and digital platforms to deliver timely assistance. The organization offers careers at HELB that value integrity, accountability, and customer-centric excellence while serving learners locally and in the diaspora.

Assistant Customer Experience Officer Job Description

This Assistant Customer Experience Officer position sits within the Customer Service function and supports frontline engagement across walk-in, voice, and digital channels. The role contributes to job opportunities at HELB by ensuring inquiries are resolved accurately, escalations are tracked to closure, and customers receive consistent updates. Officers collaborate with internal teams to maintain service standards and support latest jobs at HELB service commitments.

Key Responsibilities

• Handle walk-in customers at Huduma Centres and manage reception desks professionally.
• Respond to inbound and outbound calls, emails, web chats, website, and social media inquiries.
• Capture customer enquiries accurately in approved systems for follow-through and closure.
• Manage escalations, ensure timely resolution, and update customers on progress.
• Disseminate official HELB publicity updates and clarify policy information.
• Guide and direct customers to appropriate services and self-service options.
• Support quality assurance, reporting, and continuous improvement initiatives.

Required Qualifications

• Diploma in Communication, Public Relations, Journalism, Marketing, Social Sciences, or an equivalent qualification from a recognized institution.
• Minimum KCSE C- (minus) or equivalent.
• Proficiency in computer applications and customer service systems.
• Ability to meet Chapter Six requirements of the Constitution of Kenya.

Preferred Qualifications

• Prior experience in a contact centre or front-office environment.
• Knowledge of public sector service delivery and Assistant Customer Experience Officer hiring jobs in Kenya.
• Experience serving diverse customers, including diaspora audiences.

Benefits and Compensation

HELB offers competitive compensation aligned to Grade 9, a performance-based renewable contract, and exposure to public service excellence. Employees benefit from structured onboarding, professional development, and supportive work environments aligned to HELB employment opportunities and work-life balance standards.

How to Apply for Assistant Customer Experience Officer Job Opportunity at HELB

Qualified candidates seeking Assistant Customer Experience Officer hiring and exploring job opportunities today at HELB are invited to apply this week. Interested applicants should submit an application letter, detailed CV, certified copies of academic and professional certificates, and relevant testimonials, quoting the job title and reference number.

Applications must be sent by email to [email protected] on or before 16 February 2026. Shortlisted candidates will be required to present valid Chapter Six compliance documents. HELB is an equal opportunity employer and encourages applications from Women, Youth, Marginalized Communities, and Persons with Disabilities seeking Assistant Customer Experience Officer vacancies in Nairobi, Kenya.