Customer Service Manager (GMG/SEG 2)

Summary

Under the direction of the Director Customer Service, the Customer Care Manager is responsible for coordination, leadership and management of the Customer Service portfolio of the Ministry. Specifically, the Manager is responsible for the development, monitoring and implementation of the portfolio policies, programmes, projects, standards and related activities, for driving the modernization of the Customer Service Programme across the Ministry and its portfolio agencies. 💰Salary: $4,266,270 - $5,737,658 JMD per annum

Responsibilities

• Key Outputs:

  • • Customer Service Improvement Plan implemented and monitored.
  • • Customer Service Strategies, Programmes, and Draft Policies developed and implemented.
  • • ISO (9001;2015) Certification of the Ministry and its agencies supported.
  • • Service delivery monitored.
  • • Citizens’ Charter implemented and monitored.
  • • Mystery Shopper Programme designed and developed.
  • • Customer Service Training Programmes designed and developed.
  • • Complaints Management System developed.
  • • Intra-Ministerial Customer Service Team Meetings conducted.
  • • Business Processes re-engineered.
  • • Reports prepared and submitted.
  • • Budget prepared and expenditure monitored.
  • • Work plans developed and budget prepared.
  • • Staff appraisals conducted.

• Technical/Professional Responsibilities:

  • • Ensures protocols for greeting and welcoming visitors to the Ministry are in place and staff are trained.
  • • Maintains, monitors, and submits Attendance Reports for all relevant members of staff.
  • • Meets customer service objectives by integrating customer service information and recommendations into strategic plans and reviews; preparing and completing action plans; implementing productivity, quality, and customer-service standards; resolving problems; completing audits; identifying customer service trends; determining system improvements; and implementing change.
  • • Maximizes customer operational performance by providing help desk resources and technical advice; resolving problems; and disseminating advisories, warnings, and new techniques.
  • • Ensures a robust Complaints Management System is in place to resolve customer complaints promptly.
  • • Improves customer service quality results by reviewing, evaluating, and re-designing business processes; establishing and communicating service metrics; and implementing changes.
  • • Recommends, maintains, and implements customer service policies, procedures, and guidelines.
  • • Develops and implements service level standards focused on response times and issue resolution.
  • • 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.
  • • Develops and implements the Customer Service Improvement Plan.
  • • Develops and monitors the Customer Service Balanced Scorecard.
  • • Develops and monitors the Complaints Management System.
  • • Leads the Intra-Ministerial Customer Service Monitoring & Evaluation Team.
  • • Leads the development, implementation, and maintenance of the Citizens’ Charter.
  • • Supports the certification of the Ministry and Agencies in ISO 9001;2015.
  • • Determines customer service requirements by maintaining contact with customers; visiting operational environments; conducting surveys; forming focus groups; benchmarking best practices; and analyzing information and applications.
  • • Facilitates promotion and awareness of the Ministry’s products and services to customers.
  • • Supports Stakeholder Analysis through periodic analysis of the interests and expectations of customers.
  • • In collaboration with the Director, Communication & Public Relations, conducts relevant campaigns and expositions to increase awareness and promotion of the goods and services of the Ministry and its agencies/departments.

• Management/Administrative Responsibilities:

  • • Develops the Unit’s Annual Operational Plans to be incorporated within the Directorate’s Operational Plan.
  • • Develops the Unit’s Annual Budget and manages expenditure within budget ceilings.
  • • Develops and submits the Division’s Monthly, Quarterly, Half-Yearly, and Annual Reports for relevant internal and external stakeholders of the Ministry.
  • • Develops and implements relevant policies and procedures towards achievement of the Unit’s objectives.
  • • Represents the Unit at meetings, seminars, workshops, conferences, and other fora.
  • • Liaises with the Cabinet Office and any other entity, public or private, involved in the planning, development, and implementation of Customer Service initiatives.
  • • Convenes quarterly meetings of the Intra-Ministerial Customer Service Team and prepares relevant minutes and reports.
  • • Coordinates and monitors the work of the Unit.
  • • Provides leadership and guidance to direct reports through effective planning, delegation, communication, training, mentoring, and coaching.
  • • Facilitates customer service financial objectives by forecasting requirements; preparing an annual budget; scheduling expenditures; analyzing variances; and initiating corrective actions.

• HR Responsibilities:

  • • Monitors and evaluates the performance of direct reports, prepares performance appraisals, and recommends and/or attains established personal and/or organizational goals.
  • • Participates in the recruitment of staff for the Unit and recommends transfer, promotion, termination, and leave in accordance with established human resource policies and procedures.
  • • Ensures the welfare and development needs of staff in the division are clearly identified and addressed.
  • • Establishes and maintains a system that fosters a culture of teamwork, employee empowerment, and commitment to the Unit’s and organization’s goals.
  • • Allocates and schedules work; allocates monthly mileage to traveling officers.
  • • Periodically facilitates employees’ training and development in Customer Service across the Ministry.

• Other:

  • • Performs any other related duties, which may be assigned from time to time.

• Performance Standards:

  • • Customer Service Strategies and Initiatives submitted within the stipulated timeline.
  • • Customer Service Draft policies submitted within the agreed timeline.
  • • Customer Service Improvement Implementation Plan submitted within the agreed timeline.
  • • Progress Report on Customer Service Balanced Scorecard submitted within the agreed timeline.
  • • Reports and Minutes of the Intra-Ministerial Customer Service Team submitted within the stipulated timeline.
  • • Progress Reports on the Quality Management Systems submitted within the agreed timeline.
  • • Mystery Shopper Framework submitted within the agreed timeline.
  • • Progress Report on the Implementation of the Ministry’s Citizens’ Charter submitted within the stipulated timeline.
  • • Satisfaction Reports on Service Delivery submitted within the stipulated timeline.
  • • Branch’s Operational Plan submitted within the stipulated timeline.
  • • Branch’s Budget & Procurement Plan submitted within the stipulated timeline.
  • • Monthly, Quarterly, Half-Yearly, and Annual Customer Service Reports submitted within the stipulated timeline.
  • • Progress Reports on customer complaints submitted within the stipulated timeline.
  • • Reports on Re-engineered Business Processes submitted within the stipulated timeline.

Required Skills

• Core:

  • • Oral Communication Skills
  • • Written Communication Skills
  • • People Management Skills
  • • Interpersonal Skills
  • • Customer & Quality Focus
  • • Planning & Organizing
  • • Problem Solving & Decision Making
  • • Managing the Client Interface

• Technical:

  • • Customer Care & Relations
  • • Business Process Re-engineering
  • • Research Methods & Data Analysis
  • • Developing Standards
  • • Knowledge of the Ministry’s Policies & Procedures
  • • Knowledge of the Ministry’s Citizens’ Charter
  • • Knowledge of GOJ’s (Government of Jamaica) Customer Service Policy Papers
  • • Knowledge of ISO on Quality Management Systems
  • • Knowledge of research methods and analyzing data
  • • Knowledge of GOJ’s Customer Service Policy Papers
  • • Knowledge of GOJ’s Policies & Procedures

Qualifications

• • Bachelor’s Degree in Business Administration, Management, or a related field;
• • At least three (3) years’ experience in Customer Service at a supervisory level;
• • Experience with call centers and help desk environments would be an asset.

Additional Information and Instructions

• Authority To:

  • • Approve expenditure
  • • Authorize leave
  • • Authorize traveling claims
  • • Recommend transfer and/or redeployment of staff
  • • Certify overtime and subsistence claims

• Special Conditions Associated With The Job:

  • • Normal office environment
  • • Required to work extended hours
  • • Required to travel
  • • Required to possess a valid Driver’s License and a reliable motor vehicle

For Further Information, Please Contact The Senior Human Resource Officer At Ext. 5945 Interested Persons Are Invited To Submit Applications With RéSuméS No Later Than Friday, April 4, 2025 To The Address Presented Below. Director, Human Resource Management Ministry of Education, Skills, Youth and Information 2-4 National Heroes Circle Kingston 4 📧 Email: jobapplications@moey.gov.jm 📜 N.B. Please include the job title in the subject line of your email. Please note that only shortlisted applicants will be contacted.

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