Bridge Kenya

Bridge Kenya is a community school programme that partners with parents, communities and teachers to provide a life-changing education and gateway to success.

Bridge Kenya transforms lives and opens the door to a successful future for its pupils. Together with its teachers, school leaders, families and communities, it creates schools that deliver academic excellence, build the essential skills for success, and provide a caring, nurturing community that supports growth.

In 2009, Bridge Kenya opened its first school in Nairobi’s Mukuru Kwa Njenga. Since then we have iterated and innovated, building a transformative community school programme that is data-driven and evidence-based and accountable to families. We have re-engineered every part of the education system, from teacher training and support, to lesson delivery and design, construction, and administration; making community schools as effective and transparent as possible. Our success in Kenya has enabled us to create other community school programmes in Africa and beyond.

Since 2015, Bridge Kenya’s national (KCPE) exam results have continued to prove academic excellence, significantly outperforming national averages. Every year, tens of pupils from some of the most underserved communities in the country score 400+ in their KCPE with 1000s’ more scoring over 300 marks. Our Community school graduates have gone to top secondary schools and universities; both within Kenya and the US. These graduates continue to excel in various top national secondary schools in Kenya including Maranda High, Starehe Boys, Alliance Girls, Pangani Girls and MPESA Foundation. In addition, some of our first cohort of pupils are now in top universities including Nairobi University, Kenya and Amherst College in the US.

Outside of the classroom, our pupils participate in extracurricular activities such as debates and sports to help them build confidence, teamwork skills and independence. They continue to prove their co-curricular prowess – with schools competing at the national level co-curricular competitions every year and participating in East Africa regional competitions.

We are not just a community school programme, every day we work to transform lives. We are nurturing children holistically, by empowering teachers and teaching pupils to be disciplined and confident using positive behavioural techniques and approaches. These traits empower pupils to lead and a successful future long after they graduate.

Our community school programme has a long legacy of success and has opened the door to opportunities that many of our pupils and their families could never have imagined.

A quality education has the power to transform the opportunities for Kenya’s children. In joining us, you will join a group of dynamic and passionate Kenyans taking concrete action to help ensure a better future for the children of Kenya.

Resolution Team

The Resolution team provides telephonic and online issue resolution support to parents, school staff, community members and members of the general public. This department is the first line resolution centre for any and all issues that may arise at the school, or community-level. The team manages multiple contact channels (such as phone, email, whatsapp, and the web) to handle inquiries, and provide resolution. The team also works closely with all departments to ensure that all issues not resolved by them are escalated to the appropriate department within the organization for prompt resolution. The team also plays a critical role in recording and tracking reported issues to support the identification of system-wide strategic improvements.

About the Role

The role will be reporting to the Director, Operations. The Resolution Associate will be responsible for ensuring Bridge customers/callers receive excellent customer support. The Resolution Associate will also resolve recipient questions and resolve any issues within their mandate. This position will reward strong service skills, attention to detail, and effective communication with staff.

What You Will Do

• Manage incoming calls
• Identify and assess callers’ needs to achieve satisfaction
• Provide accurate, valid feedback and complete information by using the right systems and methods.
• Handle customer complaints, provide appropriate solutions and alternatives within the time limits; and follow up to ensure the resolution
• Keep records of customer interactions through creating tickets and other tools/systems.
• Follow communication procedures, guidelines and policies

What You Should Have

• Strong phone contact handling skills and active listening
• Excellent communication skills with a good command in English, swahili & Luganda ( added advantage)
• Ability to multitask, manage time effectively and prioritize tasks.
• Good typing speed. At least 25 words per minute with an accuracy of 85%
• Ability to handle complaints in a polite; empathetic and professional manner
• Ability to use a positive, constructive, and solution-focused approach whenever conflict arises
• Positive attitude and enthusiasm when faced with routine work
• Ability to multitask
• High levels of integrity and confidentiality of recipient information.

You’re also

• A detailed doer – You have a track record of getting things done. You’re organized and responsive. You take ownership of every idea you touch and execute it to a fine level of detail, setting targets, engaging others, and doing whatever it takes to get the job done. You can multi-task dozens of such projects at once and never lose sight of the details. Likely, you have some experience in a start-up or other rapid-growth company.
• A creative problem-solver – Growing any business from scratch comes with massive and constant challenges. On top of that, Bridge works in often fragile, sometimes volatile low-resource communities and with complex government systems. You need to be flexible and ready to get everything done effectively, quickly, and affordably with the materials at hand.
• A relentless advocate – The children we serve and teachers we empower never leave your mind. You know them, get them, have shared a meal with them (or would be happy to in the future). You would never shrink back from shaking a parent’s hand or picking up a crying child, no matter what the person was wearing or looked like. Every decision you make considers their benefit, experience, and value.
• A malleable learner – You believe you can always do better. You welcome constructive criticism and provide it freely to others. You know you only get better tomorrow when others point out where you’ve missed things or failed today.
• A data-driven decision-maker – When making decisions, you don’t rely on your intuition alone. You collect data, you analyze it and make decisions with clear justifications.
• A curious investigator – You ask why a lot. You don’t just take what you see and accept it. You wonder why it is that way, and are aware that the world we see is created by human choices and actions – and it could be different. You wonder, and see the world as wonderful even when you want to change a part of it that is unjust.

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