Senior Customer Care Officer (GMG/AM4), Spanish Town Hospital

JOB PURPOSE

Under the direction of the Coordinator Customer Care (GMG/SEG1), the Senior Customer Care Officer (GMG/AM 4) is responsible for:  

• Assisting with the coordination and implementation of the Hospital’s MDA’s Customer Service Programme;  
• Assisting with coordinating and facilitating the value chain elements of: Service Expectation Identification, Service Awareness Creation, Direct Customer Interface, Complaints Management, and Service Delivery Operations.  

KEY OUTPUTS

• Customer Service Awareness & Promotion Programmes developed and implemented  
• Outreach Programmes developed and implemented  
• Customer Service articles and publications developed and distributed  
• Customer Service Training & Sensitization Programme implemented  
• Help Desks Services monitored and reports submitted  
• Complaints Management System implemented  
• Work plans developed and submitted  
• Staff evaluated and monitored  

KEY PERFORMANCE STANDARDS

• Implementation Reports on Customer Service Awareness & Promotion Programme submitted within stipulated timelines  
• Progress Reports on Outreach Programme submitted within agreed timeline  
• Reports on updates to the Customer Service Database submitted within stipulated timelines  
• Customer Service Training & Sensitization Plans submitted within stipulated timelines  
• Implementation Reports on Customer Service Training/Sensitization submitted within stipulated timelines  
• Progress Report on distribution of Customer Service publications and articles submitted within stipulated timelines  
• Monthly, Quarterly, Half-Yearly, and Annual Customer Service Reports submitted within stipulated timelines.  

KEY RESPONSIBILITIES

Management/Administrative Responsibilities:  

• Assists to develop the Unit’s Annual Operational Plans to be incorporated within the Branch’s Operational Plan.  
• Assists to develop the Unit’s Annual Budget and manages expenditure within budget ceilings.  
• Represents the Division at meetings, seminars, workshops, conferences, and other fora.  
• Liaises with the Cabinet Office and any other entity, public or private, involved in Customer Service initiatives.  
• Participates in quarterly meetings of the Customer Service Team and prepares relevant minutes and reports.  

Human Resource Management Responsibilities:  

• Assists with coordinating and monitoring the outreach work of the Branch.  
• Participates in the recruitment of staff for the Unit.  
• Ensures the welfare and development needs of staff are identified and addressed.  
• Establishes a system fostering teamwork, employee empowerment, and commitment to goals.  
• Maintains and monitors Attendance Reports for staff.  

Technical/Professional Responsibilities:  

• Maximizes customer operational performance by monitoring help desk resources, resolving problems, and disseminating advisories.  
• Develops and implements new systems/procedures to improve customer service efficiency.  
• Assists with the development and implementation of the Ministry’s Mystery Shopper Programme.  
• Develops, collates, and distributes Customer Service publications and articles.  
• Ensures timely updates of hospital initiatives on the Customers’ Notice Board.  
• Monitors the Complaints Management System for prompt resolution.  
• Conducts Customer Service Training & sensitization sessions.  
• Supports stakeholder analysis and awareness campaigns with the Communication & Public Relations Unit.  

Other Responsibilities:  

• Performs other related duties as assigned.  

AUTHORITY:

• Recommends leave.  
• Certifies overtime and subsistence claims.  

REQUIRED KNOWLEDGE, SKILLS AND COMPETENCIES

Core Competencies:  

• Oral and Written Communication Skills  
• People Management and Interpersonal Skills  
• Customer & Quality Focus  
• Planning & Organizing  
• Problem Solving & Decision Making  
• Integrity  

Technical Competencies:  

• Customer Service Outreach  
• Help Desk Management  
• Research Methods & Data Analysis  
• Training & Facilitation Skills  
• Knowledge of Ministry’s Policies & Procedures  
• Knowledge of GOJ Customer Service Policies & Procedures  
• Knowledge of the MICAP’s Citizens’ Charter  

MINIMUM REQUIRED QUALIFICATION AND EXPERIENCE

• Option 1: Bachelor’s Degree in Business Administration/Management or related field + 1 year experience in Customer Service.  
• Option 2: Associate’s Degree in Business Administration/Management or related field + 3 years’ experience in Customer Service.  

Additional Requirements:  

•   Experience in outreach work, call centres, and help desk environments.  
•   Research, data analysis, and training facilitation skills.  

SPECIAL CONDITIONS ASSOCIATED WITH THE JOB

• Typical office conditions.  
• Working extended hours.