DEPARTMENTAL STAFF ESTABLISHMENT

The Senior Public Relations Officer shall be tasked with building and maintaining a positive image for our University. The individual will establish and maintain stakeholder relationships, including CUK clients, media, community, employees, and public interest groups. This will be actualized through writing press releases and other media communications, responding to requests for information and press conferences, and coaching client representatives to communicate correctly with the public and clients.

Duties and Responsibilities

• Work as part of the Corporate Communications Department team to plan, develop, and implement P.R. strategies;
• Assist the Principal Corporate Communications and Marketing Officer in building sustainable relationships and networks with colleagues, clients/stakeholders, and the media and answer enquiries from the media and other organisations;
• Undertake media monitoring, including newspapers, magazines, journals, broadcasts, newswires, social media sites, and blogs for prospective opportunities;
• Research, write, and distribute press releases to targeted media;
• Collate and analyse media coverage;
• Write and edit in-house magazines, case studies, speeches, articles, and annual reports;
• Prepare and supervise the production of publicity brochures, handouts, direct mail leaflets, promotional videos, photographs, films, and multimedia programmes;
• Devise photo opportunities and coordinate studio or location photography;
• Assist in organising and planning events (such as graduations, press conferences, exhibitions, open days, and press tours), source speakers, and seek out sponsorship opportunities;
• Maintain and update information on the University’s website;
• Manage and update information and engage with users on social networking sites such as Twitter and Facebook;
• Prepare regular stakeholder reports and attend client meetings;
• Commission market research;
• Foster good community relations through events such as open days and involvement in community initiatives and Corporate Social Responsibility events; and
• Engage other departmental staff in managing the P.R. aspect of a potential crisis.

The responsibilities of the public relations assistant include keeping calendars and media lists, participating in brainstorming sessions, assisting the Public Relations Officer with the organisation and execution of P.R. events, undertaking the University’s media communications by drafting press releases, and maintaining good relationships with clients and stakeholders.

A suitable candidate for the public relations assistant position must be creative with excellent communication and presentation skills. Ultimately, a top-notch public relations assistant should have a passion for the P.R. industry and experience with copywriting, editing, and social media platforms.

Duties and Responsibilities:

• Assisting the PRO with the development and distribution of P.R. materials, including brochures, pamphlets, newsletters, and videos;
• Defining the institution’s public relations goals by developing and implementing strategies to maintain its public image;
• Editing and proofreading social media content, videos, press releases, e-mails, and other communications about clients that will be disseminated to the staff, students, and the public;
• Assisting with the organization and execution of various media and P.R. events;
• Managing PR materials, filing, copying, and performing other clerical tasks;
• Taking part in brainstorming sessions and suggesting innovative ideas;
• Answering phones, responding to e-mails and inquiries, and performing other administrative tasks;
• Managing calendars and media lists;
• Maintaining the P.R. database, documenting media coverage, and tracking P.R. metrics; and
• Developing and maintaining positive relationships with clients, stakeholders, media, and vendors.

The Communications Officer will be responsible for creating promotional materials, developing the institution’s website content, organising meetings and presentations, and interacting with stakeholders and clients to effectively deliver the University’s message to the public and the media. The qualified candidate must possess excellent written and verbal communication skills and knowledge of in-depth marketing trends.

Duties and Responsibilities

• Write print and digital media content, including the university website, blog, brochures, and newsletter;
• Plan, develop and implement a marketing communications strategy and plan.
• Monitor the marketing-related social media content and the institution’s online presence;
• Organise and direct promotional events for the University’s programmes;
• Recommend techniques to improve the University’s brand visibility;
• Ensure all promotional and marketing materials meet the institution’s brand identity strategy;
• Proactively identify and resolve any issues with promotional content professionally;
• Assess and report on the effectiveness of marketing communication strategies; and
• Work with the Public Relations Officer to coordinate meetings, press conferences, and presentations.

The Graphic Designer will utilise graphic design skills to create media products such as magazines, labels, advertising, and signage. The person will be designing various professional graphical representations for use across University’s digital and offline media. The person would be directly involved in the development and execution of the Co-operative University of Kenya marketing and branding initiatives across various channels. The candidates should have a track record of contributing to outstanding, multichannel advertising or marketing campaigns that look great and perform efficiently.

An ideal candidate must be fully proficient with the skills and understanding of the following, including but not limited to Adobe Photoshop, Adobe Illustrator, Creative Suite, Microsoft Office, and all Social Media Platforms. Prior experience working on a wide range of marketing functions, including branding, communications, advertising, e-mail marketing, digital marketing, website, and content creation is Required. Digital Photography is a plus.

Duties and Responsibilities:

• Illustrating concepts by designing examples of art arrangement, size, type size, and style and submitting them to the Principal Corporate Communications and Marketing Officer for approval;
• Preparing finished art by operating necessary equipment and software;
• Coordinating with outside agencies, art services, web designers, marketing, printers, and colleagues within and outside the Department as necessary;
• Contribute to brainstorming meetings and the development of new ideas;
• Design visually compelling direct-response campaigns and creative projects to implement across all university channels to retain and attract prospective clients;
• Prepare digital product pitch presentations;
• Ability to conceptualise and deliver creative content, including written, photo, and video assets, to align with the CUK brand’s voice;
• Create visually appealing graphical campaigns on social media and e-mail campaigns, as well as analyse their impact;
• Assist with copywriting and editing a variety of graphical-oriented content across mediums that include: sell sheets, blogs, social media, presentations, product packaging, and user manuals;
• Manage and maintain project deadlines as assigned by the Principal Corporate Communications and Marketing Officer;
• Creating a wide range of graphics and layouts for programme illustrations, university logos, and websites with the appropriate software; and
• Reviewing final graphic design layouts and suggesting improvements when necessary.

The Senior Customer Experience Officer will be responsible for the daily running and management of the centre. The person will also be responsible for meeting customer service targets as well as planning areas of improvement or development. The position holder will also ensure that calls and e-mails are answered by staff within agreed timescales and appropriately and professionally. Further, they will also liaise with Departments for second-level support to acquire the required information for responding to customers. The call centre supervisor will also assist in training, ensuring every agent is well-prepared for their calls. They will continue to support agents after training by monitoring their progress, ensuring that they understand and meet expectations, answering their questions, and providing them with ongoing coaching opportunities and inspiration.

Duties & Responsibilities

• Training and preparing customer experience centre representatives to respond to customer questions and complaints and troubleshoot problems with services or products;
• Closely monitor calls received, responses to e-mails and social media enquiries from customers and other stakeholders and ensure that the quality standard of responses is adhered to;
• Preparing reports and analysing data to assist management in determining the Customer Experience Centre goals;
• Manage the daily operations of the Customer Experience Centre, including effective resource planning, equipment management, and applying the centre’s strategies and operations;
• Coordinate the creation of content for uploading on the blog and social media platforms to facilitate fast information retrieval during calls and future follow-up; 
• Identifying operational issues and suggesting possible improvements through needs assessments, performance reviews, and cost/benefit analyses;
• Setting/meeting performance targets for speed, efficiency, and quality;
• Ensuring all relevant communications and data are updated and recorded;
• Advising/updating customer experience centre teams on products and services available at the University;
• Reviewing the performance of staff, identifying training needs, and planning training sessions;
• Liaising with supervisors, team leaders, operatives, and third parties to gather information and resolve issues;
• Maintaining up-to-date knowledge of CUK products, programmes, and services in the Customer Relationship Management (CRM) System;
• Monitoring random calls to improve quality, minimise errors and track operative performance;
• Handling the most complex customer complaints or inquiries;
• Organising shift patterns and the number of staff required to meet client demand; and
• Forecasting and analyzing data against budget figures weekly and monthly.

Manage and supervise a team of customer service representatives, ensuring excellent service delivery and adherence to call centre protocols. Provide coaching, handle escalations, and monitor performance metrics. The role shall also entail responding to customers’ calls, e-mails, and social media.

Duties & Responsibilities

• Receive calls and respond to e-mails and social media enquiries from customers and other stakeholders, e.g., queries, requests, and complaints;
• Document all call information according to standard operating procedures;
• Create content for uploading on the Customer Relationship Management System, blog & Social Media Platforms to facilitate fast information retrieval during calls and future follow-up;
• Liaise with the Content Officer to obtain relevant information on University products, programmes, services, and events for use in marketing on various platforms; 
• Follow up on each issue to ensure closure of every ticket; and
• Identify and escalate priority issues.

The call Centre agent will receive and respond to customer enquiries via calls, e-mails, and social media according to the standard operating procedures.

Duties & Responsibilities

• Receive calls and respond to e-mails and social media enquiries from customers and other stakeholders, e.g., Queries, requests, and complaints;
• Obtain and evaluate all relevant data to handle complaints and inquiries;
• Recording details of comments, inquiries, complaints, and actions are taken;
• Managing administration, communicating, and coordinating with internal departments;
• Document all call information according to standard operating procedures;
• Advise clients on products and services available;
• Maintain up-to-date knowledge of CUK products, programmes, and services;
• Research required information using available resources;
• Follow up on each issue to ensure closure of every ticket;
• Update customer service CRM with student information to facilitate future follow-up; and
• Identify and escalate priority issues.

• Keep the front desk tidy and presentable with all necessary materials, including pens, forms, paper, etc.;
• Greet and welcome guests and university clients;
• Transfer of all internal calls of the University;
• Determine the user requirements in liaison with ICT for the PABX System;
• Manage the payment of all telephone bills.
• Perform a trend analysis on the university’s telephone services and submit monthly reports;
• Facilitate internal clients who wish to place external calls; and
• Receive external calls other than those from the students and route them to the action office/officers

• Transfer of all internal calls of the university;
• Facilitate internal clients who wish to place external calls; and 
• Receive external calls other than those from the students and route them to the action office/officers.

• Customer-facing officer of the university for all walk-in clients;
• Responsible for directing and guiding all university visitors to the respective office/officers;
• Receive all emails that are delivered to the university for sorting and dispatching