Manager, Customer Service (GMG/SEG 2)

Job Purpose

Under the direction of the Director, Corporate Services, the Manager, Customer Service is responsible for the co-ordination and implementation of the Ministry’s Customer Service Outreach Programme. Primarily, the Manager, Customer Service will be responsible for co-ordinating and facilitating the value chain elements of Service Expectation Identification, Service Awareness Creation, Direct Customer Interface, Service Delivery Operations and monitoring and evaluation of service improvement initiatives. 

Key Responsibilities

Administrative/Management: 

• Develops the Customer Service Branch’s Annual Operational Plans to be incorporated within the Divisional Operational Plan; 
• Develops the Branch’s Annual Budget and manages expenditure within budget ceilings;
• Develops and submits the Branch’s Monthly, Quarterly, Half-Yearly and Annual Reports for relevant internal and external stakeholders of the Ministry; 
• Represents the Division/Ministry at meetings, seminars, workshops, conferences and other fora;
• Liaises with the Office of the Cabinet and any other entities, public or private, involved in the planning, development and implementation of the Service Excellence Programme;
• Convenes quarterly meetings of the Intra-Ministerial Service Improvement Team, providing relevant advice/recommendations to representatives for the sustainability of the Service Excellence Programme. 

Technical/Professional: 

• Reviews, evaluates and re-designs customer service business processes; establishes and communicates service metrics; implementing changes for the Ministry and Public Bodies; 
• Develops and implements customer service strategies and specific objectives; Reviews and documents business processes aligned to the key services of the Ministry and its portfolio agencies and departments; 
• Manages the operations of the Ministry’s front desks operations; 
• Maximizes customer operational performance by monitoring help desk resources and technical advice; resolving problems; disseminating advisories, warnings and new techniques; 
• Develops, recommends and implements new systems, procedures or working practices to improve customer service efficiency; 
• Assists with the development of the Ministry’s Mystery Shopper Programme and implements it in accordance with guidelines; 
• Develops, collates and distributes Customer Service publications and articles. Ensures timely updates of the Ministry’s initiatives and highlights on the Customers’ Notice Board/intranet; 
• Establishes adequate issues/complaints mechanisms and other stakeholder feedback; Develops and monitors the Customer Service Balanced Scorecard; 
• Develops and monitors the Complaints Management System; 
• Monitors the Feedback and Complaints Management System(s) to resolve customer complaints promptly and respond to customer feedback; 
• Monitors and reports on service level standards focused on response times and issue resolution; 
• Conducts and facilitates Customer Service Training & Sensitization at the Ministry and its Public Bodies; 
• Supports determination of customer service requirements by maintaining contact with customers; visiting operational environments; forming focus groups; analysing information and applications; 
• Ascertains customer service needs by maintaining contact with customers; visiting operational environments; conducting surveys; forming focus groups; benchmarking best practices; analyzing information and applications; 
• Supports promotion and awareness of the customers to the Ministry’s products and services; 
• Develops and conducts surveys; 
• Supports the Stakeholder Analysis through periodic analysis of the interests and expectations of the customers; 
• Commemorates national and international days of significance; 
• Collaborates with the Corporate Communications and Public Relations Division, conducts relevant campaigns, expositions to increase awareness and promotion of the goods and services of the ministry and its Agencies/Departments. 

Human Resources: 

• Co-ordinates and monitors the service excellence outreach work of the Branch;
• Monitors and evaluates the performance of direct reports, prepares performance appraisal and recommends and/or attaining established personal and/or organizational goals;
• Provides leadership and guidance to direct reports through effective planning, delegation, communication, training, mentoring and coaching; 
• Participates in the recruitment of staff for the branch; 
• Ensures the welfare and development needs of staff in the branch are clearly identified and addressed; 
• Establishes and maintains a system that fosters a culture of teamwork, employee empowerment and commitment to the branch’s goals; 
• Maintains and monitors Attendance Reports for all relevant members of staff;
• Performs any other related duties that may be assigned from time to time. 

Required Knowledge, Skills and Competencies

Core: 

• Good oral and written communication skills; 
• People Management skills; 
• Good interpersonal skills;
• Customer and quality focus 
• Good planning and organizing skills; 
• Good problem-solving and decision-making skills. 
• Integrity 

Technical: 

• Customer Service outreach; 
• Help Desk Management; 
• Research methods and data analysis; 
• Training and Facilitation skills; 
• Knowledge of the Ministry’s Policies and Procedures; 
• Knowledge of the Ministry's Citizens’ Charter. 

Minimum Required Qualification and Experience

• Bachelor’s Degree in Business Administration or Management or related field;
• Two (2) years’ experience in Customer Service; 
• Experience in outreach work; 
• Experience with call centres and help desk environments; 
• Experience in conducting research and analysing information; 
• Strong training and facilitation skills. 

Special Conditions Associated with the Job

• May be required to travel to the Public Bodies outside of Kingston; 
• Working extended hours.

Please note that only shortlisted applicants will be contacted.