Customer Experience Officer II

The Social Health Authority (SHA) is inviting applications for the position of Customer Experience Officer II (Dispatch Centre). This role presents a unique opportunity to join Kenya’s leading public health agency dedicated to improving access to emergency medical services and patient support under the Social Health Insurance Act, 2023. Ideal candidates are detail-oriented, calm under pressure, and passionate about delivering exceptional customer care and emergency coordination services.

This Customer Experience Officer job at SHA is ideal for individuals seeking public health careers in Kenya, emergency dispatch opportunities, or customer service roles in healthcare. The position offers the chance to make a real impact in Kenya’s national healthcare transformation while gaining hands-on experience in emergency response systems, crisis communication, and data-driven service delivery.

Key Job Information

• Position: Customer Experience Officer II (Dispatch Centre)
• Reference Code: SHA/234/2025
• Organization: Social Health Authority (SHA)
• Location: Nairobi, Kenya
• Employment Type: Contract (Six Months)
• Job Level: SHA Grade 8
• Number of Positions: 15
• Application Deadline: November 18, 2025 – 6:00 p.m.
• Age Limit: Not above 35 years

About the Social Health Authority (SHA)

The Social Health Authority (SHA) is a key institution driving the implementation of Kenya’s Universal Health Coverage (UHC) initiative. SHA is mandated to manage the Social Health Insurance Fund and ensure equitable access to healthcare services across the country. With a focus on transparency, innovation, and citizen-centered service, SHA continues to enhance healthcare systems through digital transformation, community partnerships, and nationwide health education campaigns.

SHA’s Dispatch Centre operates at the core of emergency response and customer experience management, providing round-the-clock coordination of ambulance services, medical dispatch operations, and patient support. Joining SHA means becoming part of a forward-looking public health agency that values professionalism, innovation, and compassion in every interaction.

Job Description

The Customer Experience Officer II (Dispatch Centre) serves as the first point of contact for individuals seeking emergency medical services. This role is critical in ensuring efficient communication between patients, dispatch teams, and healthcare providers. The officer is responsible for receiving emergency calls, recording accurate information, and facilitating timely medical response and follow-up. Working under the guidance of the Customer Experience Officer I – Emergency Medical Dispatch, this position plays a central role in maintaining service excellence and compliance with SHA’s emergency response protocols.

Professionals in this role contribute to public health safety, enhance emergency service coordination, and ensure that every caller receives compassionate, efficient, and professional assistance.

Key Responsibilities

• Receive, log, and route emergency calls, client inquiries, and service requests to the appropriate dispatch or quality assurance teams.
• Capture accurate details—such as location, medical condition, and contact information—into the Computer-Aided Dispatch (CAD) and Customer Relationship Management (CRM) systems.
• Provide reassurance and guidance to callers awaiting medical response, ensuring adherence to emergency communication protocols.
• Escalate complex or unresolved cases to senior officers for clinical supervision and quality control.
• Document all client interactions and call outcomes for performance tracking, compliance, and data analysis.
• Support public awareness and emergency preparedness campaigns by providing information on SHA’s emergency care benefits and procedures.
• Generate daily and periodic reports on call volumes, response efficiency, and client feedback trends.
• Maintain a professional and empathetic tone in all interactions to strengthen SHA’s reputation for compassionate service delivery.

Required Qualifications

• Bachelor’s degree in Communication, Public Relations, Mass Communication, Marketing, Emergency Medical Care, Public Health, or a related discipline from a recognized institution.
• Proficiency in call handling systems, CRM software, and Microsoft Office tools.
• Excellent verbal and written communication skills with strong interpersonal abilities.
• Ability to multitask, remain calm under pressure, and respond effectively during high-stress emergency situations.
• Strong analytical, organizational, and problem-solving skills.
• Empathy, emotional intelligence, and resilience in emergency medical communication environments.

Preferred Qualifications

• Prior experience in an emergency dispatch center, call center, or healthcare environment.
• Knowledge of Kenya’s healthcare system, public health laws, and the Social Health Insurance Act, 2023.
• Training in basic first aid or emergency communication protocols.
• Experience with digital call-logging or GIS-enabled dispatch systems.

Compensation and Contract Terms

This position is offered on a six-month fixed-term contract. Upon successful completion, the officer shall be entitled to a gratuity payment equivalent to 31% of the basic monthly salary, calculated based on the total duration of engagement.

How to Submit Online Applications

All interested applicants should submit their applications online through the Social Health Authority (SHA) recruitment portal by following these steps:

1. Create an account on the SHA recruitment system.
2. Complete your profile by filling in all the required personal, academic, and professional details.
3. Click on the “Vacancies” tab to view available opportunities.
4. Select the job you wish to apply for and click “View Details” to access the full posting.
5. At the bottom of the job description, click “Apply” to submit your application.

Physical Applications

Applicants who prefer physical submission should address their applications to:

The Chairperson
Social Health Authority (SHA)
P.O. Box 30443-00100
Ragati Road, Nairobi

Application Requirements

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

Compliance with Chapter Six of the Constitution of Kenya

Applicants must provide valid and current copies of the following documents:

• Certificate of Good Conduct from the Directorate of Criminal Investigations (DCI).
• 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).
• Credit Reference Bureau (CRB) Report.

Equal Opportunity Statement

The Social Health Authority (SHA) is an equal opportunity employer committed to diversity, inclusion, and gender equality in all its recruitment processes. Canvassing will lead to automatic disqualification. Only shortlisted candidates will be contacted.