The Higher Education Loans Board (HELB) is a state corporation established under the Higher Education Loans Board Act, mandated to provide financial support to students pursuing higher education and training in Kenya and beyond. Over the years, HELB has played a critical role in enabling access to education by administering loans, scholarships, and bursaries while also offering structured repayment solutions to beneficiaries. As part of its continued commitment to service excellence, customer satisfaction, and institutional effectiveness, HELB periodically recruits qualified and competent professionals to support its operations across the country.
In line with this mandate, the Board is inviting applications from qualified and interested individuals to fill multiple contract positions within its customer service function. These opportunities are designed to strengthen frontline service delivery, enhance customer engagement, and support the Board’s interaction with beneficiaries and stakeholders both locally and internationally. The available positions are offered on a renewable contract basis, subject to performance and attainment of the statutory retirement age, and are aligned with HELB’s operational and service delivery objectives.
The position outlined in this article is intended for deployment across various service points, including Huduma Centres, contact centres, and digital communication platforms. The role is critical in ensuring that customers receive accurate, timely, and professional assistance across all approved communication channels.
Assistant Customer Experience Officer
Ref. No. HELB/021
Grade 9
Number of Positions: 11
The Assistant Customer Experience Officer role is a customer-facing position within the Higher Education Loans Board, designed to support effective delivery of quality customer service across physical and virtual service channels. The job holder is expected to engage directly with walk-in customers, respond to telephone and email enquiries, and manage interactions across multiple digital platforms. This role is central to HELB’s commitment to providing accessible, responsive, and customer-centered services to beneficiaries across the country and in the diaspora.
The position is operational in nature and requires consistent interaction with diverse customer groups, including students, loan beneficiaries, parents, guardians, and other stakeholders seeking information or assistance related to HELB products and services. The job holder will work within established service standards, policies, and procedures to ensure that all customer interactions are handled professionally and efficiently.
Job Profile
The Assistant Customer Experience Officer will be responsible for ensuring effective delivery of quality customer service to walk-in customers at Huduma Centres, as well as managing email and telephone call inquiries across the country. In addition, the officer will support service delivery across the Contact Centre customer service channels, including inbound calls, outbound calls, emails, web chats, the official website, and social media platforms. The role also extends to serving customers in the diaspora, ensuring consistent service standards regardless of geographical location.
The job holder will be expected to capture customer enquiries accurately, provide timely responses, and ensure that issues are followed through to resolution. The role requires close coordination with internal departments to ensure escalated matters are addressed and that customers are kept informed throughout the resolution process.
Job Specifications
Duties and responsibilities at this level will include, but are not limited to, the following:
Handling walk-in customers at designated service points, including Huduma Centres, by providing accurate information, guidance, and support related to HELB products and services. This includes listening to customer concerns, identifying their needs, and offering appropriate solutions within the scope of established policies.
Managing incoming and outgoing telephone calls in a professional and courteous manner. The officer will be responsible for responding to customer enquiries, providing clear explanations, and ensuring that callers receive accurate and consistent information.
Responding to customer enquiries received through email platforms. This involves reviewing incoming messages, drafting appropriate responses, and ensuring that all communication is clear, complete, and aligned with HELB’s service standards.
Handling customer interactions across digital platforms, including web chats, the official website, and social media channels. The officer will ensure that online enquiries are addressed promptly and that digital engagement reflects the institution’s professionalism and commitment to service excellence.
Ensuring that all customer enquiries are accurately captured within the relevant systems. This includes recording details of interactions, categorizing issues correctly, and documenting actions taken to support closure or follow-up.
Following up on customer enquiries that require additional action or escalation. The officer will monitor the progress of such cases and ensure that customers are updated on the status of their enquiries in a timely manner.
Managing escalated customer enquiries by coordinating with relevant departments and stakeholders. The officer will ensure that escalated matters are addressed efficiently and that resolutions are communicated clearly to the customer.
Disseminating the Board’s publicity updates and official communications in response to customer queries. This includes providing accurate information on policy changes, application timelines, repayment updates, and other institutional announcements.
Managing reception desks where assigned. This involves welcoming visitors, directing them to appropriate service points or officers, and ensuring orderly and efficient flow of customer traffic.
Guiding and directing customers within HELB service environments. The officer will assist customers in navigating service processes, completing required steps, and accessing relevant resources or support.
Supporting overall customer experience improvement initiatives by adhering to service standards, identifying recurring issues, and providing feedback to supervisors where necessary.
Person Specifications
For appointment to this grade, a candidate must meet the following requirements:
The candidate must possess a Diploma in Communication, Public Relations, Journalism, Marketing, Social Sciences, or an equivalent qualification from a recognized institution.
The candidate must have attained a minimum of KCSE C- (minus) or its equivalent from a recognized institution.
The candidate must demonstrate proficiency in computer skills to support effective handling of digital communication platforms and customer service systems.
The candidate must fulfil the requirements of Chapter Six of the Constitution of Kenya.
Key Skills and Competencies
The role requires strong public relations skills to support effective interaction with customers and stakeholders across various platforms.
The job holder must demonstrate good communication skills in both English and Kiswahili to ensure clear and effective engagement with a diverse customer base.
Terms of Engagement
The Assistant Customer Experience Officers will be engaged on contract terms of up to three (3) years. The contract is renewable subject to satisfactory performance and compliance with the statutory retirement age. The terms of engagement are designed to provide stability while allowing performance-based renewal in line with HELB’s human resource policies.
Application Procedure
Qualified and interested applicants who meet the above requirements are required to submit their applications in accordance with the instructions provided. Applicants should prepare the following documents:
A job application letter clearly quoting the title and reference number of the position.
A detailed curriculum vitae.
Certified copies of academic and professional certificates.
Relevant testimonials supporting the application.
Applications should be submitted on or before 16th February 2026. All application documents must clearly indicate the position title and reference number on the cover letter and envelope.
Applications should be addressed to:
The Chief Executive Officer
Higher Education Loans Board
Anniversary Towers, 19th Floor
P.O. Box 69489 – 00400
Nairobi, Kenya
Soft copies of the application documents must be sent to the specific email address provided for this position:
Applicants are advised to ensure that all documents are complete and submitted within the stipulated timelines. Shortlisted candidates will be required to present valid Chapter Six compliance documents during the selection process.
Equal Opportunity Statement
The Higher Education Loans Board is an equal opportunity employer. The Board encourages applications from all qualified individuals, including women, youth, persons from marginalized communities, and persons with disabilities. All applications will be considered based on merit and in accordance with applicable laws and policies.
