Senior Surveyor (Level 7)

Summary

The incumbent has the responsibility to assist with planning and executing the Agency’s Customer Service Strategy, ensuring adherence to the organization’s procedures and policies; managing the complaints response system, and interface with the Agency’s revenue generation points. 💰Basic Salary: $2,803,771 JMD per annum.

Responsibilities

• • Coordinates and executes the Agency’s Customer Service portfolio, including feedback and response processes.
• • Serves as a point of contact between the Agency’s Divisions, Branches, Units, and external customers in the resolution of a variety of customer service-related matters.
• • Assists with designing and reviewing procedures and mechanisms to ensure that customer feedback is easy, easily understood, accessible, and being used.
• • Provides excellent customer service by ensuring prompt, timely, and efficient resolutions of needs and ensuring satisfaction.
• • Assists in developing and maintaining customer service best practices and establishes benchmarks for service delivery and other related activities.
• • Assists with the design and delivery of customer service training programs and the dissemination of customer service information to create and maintain awareness of standards and customer expectations.
• • Acts with integrity to maintain confidentiality and respect in dealing with clients and staff.
• • Conducts research, provides information, and supports the development of relevant knowledge products.
• • Conducts surveys among customers to assess the quality of service provided and to develop recommendations for improvement in service delivery where necessary.
• • Contributes to the formulation of policies and standards of service to facilitate the delivery of excellent customer service.
• • Provides reports/updates to the relevant officer on the status of inquiries and the action taken as required.
• • Supports improved awareness of the customer service-related policies, procedures, and guidelines applicable to the Agency.
• • Performs any other related duties that may be assigned

Required Skills

• • Excellent team player;
• • Works well under pressure;
• • Exceptional analytical skills;
• • Ability to exercise sound judgement;
• • Exceptional customer service skills;
• • Good written and verbal communication skills;
• • Well-developed social and interpersonal skills;
• • Ability to work and collaborate well with others;
• • Effective prioritization and time management skills;
• • Ability to handle challenges and difficult situations effectively;
• • Working knowledge of relevant computer applications and systems;
• • Sound knowledge of the Government’s customer service policies and principles;
• • Ability to resolve problems or issues in an objective manner while remaining focused on outcomes and preserving positive working relationships;

Qualifications

• • Undergraduate degree in Management Studies, Public Relations, Marketing, Business Administration or related discipline;
• • Customer Service certification;
• • Plus at least 3 years’ related experience;
OR
• • Associate degree/diploma in Management Studies, Public Relations, Marketing, Business Administration or related discipline;
• • Plus at least 5 years’ related experience
• • Mediation and conflict resolution training/competence would be an asset

Additional Information and Instructions

• Special conditions associated with the job:

  • • Office environment;
  • • All island travel (as required);
  • • Occasionally in forest environments;
  • • Challenging interpersonal situations.

Applications along with résumés should be submitted no later than Friday, May 16, 2025 to: Senior Director, Human Resource Management & Development Forestry Department 173 Constant Spring Road Kingston 8 ✉️ Email: hrmd.fd@gmail.com 📜 N.B. Please include the job title in the subject line of your email. ⚠️ Please note: Only shortlisted applicants will be contacted.

Share This Job