Unit Group (L4) • 4223

4223 — Telephone and Switchboard Operators

4 SECRETARIAL, CLERICAL SERVICES AND RELATED WORKERS› 42 Customer Service Clerks› 422 Client Information Workers› 4223 Telephone and Switchboard Operators

Explore overview, tasks, skills, education, work context, earnings, and pathways for this Unit Group.

L4 CODE: 4223

Job summary

Telephone and Switchboard Operators (KeSCO 4223) supports outcomes in the Clerical & Administrative Support sector by applying job-specific knowledge
standards
and tools to deliver quality services or outputs. Duties and complexity vary by employer
work setting
and seniority level
but the occupation generally requires reliability
competence
and continuous learning.

Minimum entry requirement summary

Certificate or KCSE

Future outlook

Future trends such as digital transformation
automation
climate resilience
and changing consumer needs are shaping most occupations. Workers who continuously upskill (digital literacy
quality standards
safety
customer service
and modern tools) are more resilient and competitive.

Sectors and industries

Clerical & Administrative SupportAdministrationClerical ServicesCustomer SupportRecords & DocumentationOffice Operations

Employment prospects (narrative)

Prospects depend on national and county demand
sector investment
policy priorities
and supply of trained workers. Job seekers improve prospects by gaining practical experience
building a portfolio or track record
earning relevant certifications
and being flexible on location and sub-sector.

Key tasks (structured)

Plan and prioritise daily work activities to meet targets and deadlines
Follow workplace procedures, standards, and relevant regulations
Carry out core job duties accurately and safely
Use job tools/equipment/software correctly and maintain them appropriately
Communicate progress, issues, and requirements with supervisors and colleagues
Serve clients/customers professionally and resolve routine queries
Document work completed, maintain records, and submit routine reports
Identify errors, risks, or service gaps and propose improvements
Work as part of a team and coordinate tasks across units
Maintain confidentiality and ethical conduct where required
Comply with occupational safety and health (OSH) guidelines
Participate in training, mentoring, or continuous improvement activities

Core skills

Communication (verbal and written)
Teamwork and collaboration
Problem-solving and critical thinking
Time management and prioritisation
Attention to detail and accuracy
Customer service orientation
Integrity and ethical conduct
Adaptability and continuous learning
Decision-making and judgement
Documentation and record-keeping
Digital literacy (basic)
Safety awareness and compliance mindset

Technical / occupational skills

Use of hand and power tools safely
Installation, maintenance, and repair procedures
Reading drawings/specifications and measurements
Troubleshooting and fault diagnosis
Quality control and workmanship standards
Equipment handling and preventive maintenance
Workplace safety and PPE usage
Basic electrical/mechanical principles (as relevant)
Material handling and storage
Site readiness and task planning
Compliance with standards and inspections

Transferable / soft skills

Leadership and supervision (as one progresses)
Negotiation and stakeholder management
Conflict resolution
Presentation and public speaking
Creativity and innovation
Emotional intelligence
Planning and organisation
Resilience and stress management
Service mindset and empathy
Networking and relationship building
Analytical thinking
Professionalism and work discipline

Skills & competencies (general description)

Prospects depend on national and county demand
sector investment
policy priorities
and supply of trained workers. Job seekers improve prospects by gaining practical experience
building a portfolio or track record
earning relevant certifications
and being flexible on location and sub-sector.

Certifications, licenses & registration

Trade test / competency certification (where applicable)
Occupational Safety and Health (OSH) certification (strongly recommended)
Equipment-specific operator certification (where applicable)
First Aid certification (recommended in many workplaces)

Education & training pathways (narrative)

Secondary education foundation (varies by role)
Short courses/certificates in the relevant service/technical area
On-the-job training and mentoring
Progression supported by additional certificates and demonstrated competence

Education pathways (structured)

Secondary education foundation (varies by role)
Short courses/certificates in the relevant service/technical area
On-the-job training and mentoring
Progression supported by additional certificates and demonstrated competence

Minimum entry requirements

Minimum education: Certificate or KCSE
Basic literacy and numeracy (reading, writing, and basic calculations)
Good conduct, reliability, and professional behaviour
Ability to follow instructions, procedures, and workplace rules
Basic digital literacy where the role uses computers/phones
Physical/medical fitness where the role is physically demanding or safety-sensitive
Regulatory registration/licensing where required (profession-dependent)
Background checks/clearance for sensitive roles where applicable

Relevant courses to consider

Diploma/Certificate in Electrical/Electronics Engineering
Diploma/Certificate in Mechanical Engineering
Civil/Construction Technology
Welding and Fabrication
Plumbing and Pipefitting
Refrigeration and Air Conditioning
Automotive Mechanics
Plant/Machine Operation
Occupational Safety and Health (OSH)
CAD/Draughting basics

Institutions where to learn

Universities (accredited public and private universities offering relevant programmes)
National Polytechnics and TVET institutions (diploma, certificate, artisan programmes)
Technical Training Institutes and Vocational Centres
Professional Colleges and Accredited Training Academies
Sector Training Authorities and Recognised Centres of Excellence
Employer-based Academies and Apprenticeship Programmes
Online Learning Platforms (supplementary; verify recognition for regulated fields)
Industry Associations and Professional Bodies (short courses/CPD)

Work environment & conditions (narrative)

Workplace policies
Team collaboration
Quality standards
Office administration
Records management
Data processing
Confidentiality

Typical employers / places of work

Public sector institutions
private companies
NGOs and community-based organisations depending on the sector.

Work setting

Not specified.

Work schedule

Full-time commonDaytime hours commonDeadlines possible

Employment type

Formal employment possible

Salary ranges

Entry

KES 20,000 – 50,000

Mid

KES 50,000 – 90,000

Senior

KES 90,000+

Earnings, wages & prospects (narrative)

Entry-level typical range (illustrative): KES 20,000 – 50,000
Mid-level typical range (illustrative): KES 50,000 – 90,000
Senior/experienced typical range (illustrative): KES 90,000+
Earnings vary by employer (public/private), location, allowances, commissions, overtime, risk factors, and scarcity of skills

How to become one

Obtain secondary education
take certificates or diplomas in business or ICT
and build accuracy and reliability through clerical or office roles.

Career progression

Entry support role → Senior support role → Supervisor
Supervisor → Team lead/Operations coordinator → Manager (in larger organisations)
Specialisation possible (e.g., customer experience, compliance, sales leadership)

Related & alternative occupations

Other occupations within the same KeSCO major group
Support roles in the same sector/industry
Supervisory roles related to this occupation’s work area
Specialist variants of the same occupation (where they exist)

Occupation titles

4223-11 — Operator, answering service

4223-12 — Operator, switchboard: telephone

4223-13 — Operator, telephone