Customer Relations Supervisor (GMG/SEG 1)

Summary

Reporting to the Director, Customer Service, the Customer Relations Supervisor ensures that the AGD meets or exceeds the information and related needs of the Treasury’s customers, while providing quality customer service to all internal and external customers. Summary of the broad purpose of the position in relation to Government’s goals and strategies: ✓To provide relevant, accurate and timely information to customers in accordance with the access to Information Act ✓To provide quality customer service to the Treasury’s internal and external customers ✓To elevate and maintain service consciousness in the Department’s organizational culture ✓To develop, establish, and monitor service standards ✓To obtain, analyze and address Customer feedback to ensure the AGD maintains responsiveness to customer and stakeholder needs 💰Basic Salary: $3,501,526 - $4,709,163 JMD per annum.

Responsibilities

• Technical Responsibilities:

  • • Monitor and coordinate the operations of the Information/Customer Service Desk(s) and Contact/Call Center.
  • • Provide relevant information to the Public Relations Officer for public education.
  • • Conduct informative sessions on department operations, pensions, and other matters as required by the Public Relations Officer.
  • • Participate in the development, update, implementation, and monitoring of a Customer Service Charter.
  • • Maintain effective procedures for investigating customer complaints in accordance with the Customer Service Charter.
  • • Review and/or respond to inquiries or complaints or assign them to staff, as necessary.
  • • Respond to letters or other documented information requested by customers.
  • • Acknowledge receipt of all inquiries/complaints in keeping with the Customer Service Charter.
  • • Follow up with corrective actions and inform customers of outcomes.
  • • Investigate and address emergency cases.
  • • Visit pensioners to verify their status for accurate payment maintenance, as necessary.
  • • Collaborate with the Training and Development Manager to develop and implement a comprehensive training program for customer service staff.
  • • Review Customer Service operations continuously, conduct customer feedback surveys, analyze results, and recommend relevant actions.
  • • Prepare monthly, quarterly, and other required reports regarding Customer Service.

• Strategic Leadership:

  • • Implement and enforce organizational policies and procedures to improve unit and AGD operations.
  • • Conduct research and recommend policy, procedural, and system changes to enhance unit functionality.
  • • Establish systems for reporting work completed against stated Work Plans.
  • • Assist in establishing internal control processes to manage and grow the Division.
  • • Meet or exceed performance targets.
  • • Act as a deputy for the Director of Communications and Customer Service when required.

• Human Resource Management:

  • • Plan, organize, and direct staff work by overseeing the development of performance targets aligned with the Unit Plan.
  • • Ensure staff have sufficient and appropriate physical resources to perform duties efficiently and effectively.
  • • Provide leadership and guidance through planning, delegation, communication, training, mentoring, coaching, and disciplinary actions.
  • • Participate in staff recruitment processes.
  • • Recommend staff transfers, promotions, terminations, and leave in line with established HR Policies and Procedures.
  • • Identify skills gaps and collaborate with the Training and Development Manager to develop and implement Staff Development and Succession Plans.
  • • Monitor job-specific and environmental factors and promote health and safety policies to mitigate workplace hazards.
  • • Monitor staff performance, ensuring effective and objective performance management through timely appraisals and periodic reviews.
  • • Address welfare issues affecting Unit staff.
  • • Perform other related duties as assigned.

Required Skills

• Interpersonal Skills:

  • • Display sensitivity towards others.
  • • Interact collaboratively with colleagues.
  • • Build long-term internal and external relationships.
  • • Gain support to achieve desired objectives.

• Customer and Quality Focus:

  • • Continuously ensure high standards of quality and service delivery.
  • • Meet customers' expectations.

• Managing the Customer Interface:

  • • Work effectively with internal and external stakeholders.
  • • Deliver customer-oriented, high-quality service.

• Oral and Written Communication:

  • • Communicate proficiently orally and in writing.
  • • Demonstrate excellent public speaking skills.
  • • Effectively interact one-on-one and in group settings.

• Use of Technology:

  • • Implement information technology in work activities.
  • • Enhance organizational performance through technology.

• Collaboration and Team Work:

  • • Participate and work cooperatively with others in pursuit of team goals.
  • • Demonstrate collaborative business leadership.

• Change Management:

  • • Maintain effectiveness in a changing environment.
  • • Respond positively to change and lead others through it.
  • • Manage concerns related to change.

• Strategic Vision:

  • • Develop a clear vision of the desired future state.
  • • Anticipate changing environmental trends, opportunities, and risks.

• Strategic Planning:

  • • Develop effective plans aligned with departmental objectives.
  • • Review policy issues, determine priorities, and set medium- and long-term goals.

• Performance Management:

  • • Align resources, systems, standards, and activities to meet goals and objectives.
  • • Ensure consistent, effective, and efficient achievement of departmental goals.

• Analytical Thinking, Decision Making, and Problem Solving:

  • • Analyze problems promptly and choose between alternatives.
  • • Effect meaningful solutions.

• Leadership and Team Building:

  • • Provide vision, direction, and allocate responsibilities.
  • • Delegate and motivate staff, lead by example.

• Emotional Intelligence:

  • • Display self-awareness and self-management.
  • • Demonstrate social awareness and social skills.
  • • Adapt behavior to the business and social environment.

• Integrity:

  • • Demonstrate sound ethical standards.
  • • Observe codes of conduct and professional practice.
  • • Build trust and credibility through consistency between values and behaviors.
• • Ability to Work Under Pressure

• Knowledge Requirements:

  • • Working knowledge of Government Accounting.
  • • Knowledge of the Finance Administration and Audit Act (FAA Act), Pensions Acts, Access to Information Act, and other relevant statutes.
  • • Knowledge of Public Treasury operations.
  • • Working knowledge of banking operations.

Qualifications

• • Bachelor’s Degree in Public Administration or Management Studies from a recognized tertiary institution, or equivalent;
• • Five (5) years’ experience in customer service or related field, with at least two (2) of those at a supervisory level;
• • Experience working with web-based Customer Service database;

Additional Information and Instructions

• Special Condition Associated with the Job:

  • • Working under pressure with numerous critical deadlines.

Applications accompanied by résumés should be submitted no later than Friday, 7th February, 2025 to: Director Human Resource Management and Development Accountant General's Department 21 Dominica Drive Kingston 5 📧 Email: careers@treasury.gov.jm ℹ️ Subject: Customer Relations Supervisor (GMG/SEG 1) 🔑 Important Notes: Only shortlisted applicants will be contacted.

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