Customer Service Manager - Customer Service Branch

Summary

Reporting to the Director, Corporate Services, the Customer Service Manager is responsible for the co-ordination and implementation of the Ministry’s Customer Service Outreach Programme. The Customer Service Manager is responsible for co-ordinating and facilitating the value chain elements of Service Expectation Identification; Service Awareness Creation; Direct Customer Interface; Complaints Management and Service Delivery Operations

Responsibilities

• • Develops the Unit’s Operational Plans to be incorporated in the Corporate Services Division’s Operational Plan;
• • Develops the Unit’s Annual Budget and manages expenditure within approved Budget ceilings;
• • Develops and submits the Unit’s monthly, quarterly, half-yearly and Annual Reports for relevant internal and external stakeholders of the Ministry;
• • 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 the planning, development and implementation of Customer Service initiatives;
• • Participates in quarterly meetings of the Intra-Ministerial Customer Service Team and prepares relevant Minutes and reports.
• • Develops and reviews Customer Service policies and procedures to guide the operations of front desk personnel stationed at Headquarters and the overseas Missions;
• • Optimizes customer service performance by maintaining Help-Desk Database Tracking System and analyses reports generated, as requested;
• • Makes recommendations to improve service quality;
• • Provides technical advice, resolves customer problems in a timely manner, and disseminates advisories/updates on new techniques, as necessary;
• • Maintains a database of Customer Service best practices and establishes benchmarks for service delivery in the Ministry;
• • Develops, recommends and implements new systems, procedures or working practices to improve customer service efficiency;
• • Develops, collates and distributes Customer Service publications and articles to maintain awareness of standards and customer expectations;
• • Monitors the Complaints Management System to resolve customer complaints promptly;
• • Monitors Service Level Standards focused on response times and issues resolution;
• • Assists with the design and delivery of Customer Service Training and Sensitization Workshops for the Ministry’s staff (Headquarters and 19 overseas Missions);
• • Develops and administers customer satisfaction surveys to obtain feedback from the Ministry’s stakeholders regarding the quality of services provided;
• • Analyzes the findings and makes recommendations to improve service delivery;
• • Conducts operational audits and evaluations to ensure that procedures and standards are being adhered to, including the Ministry’s Citizens’ Charter.
• • Supervises the daily operations of the Unit; ensures staff welfare and training needs are addressed;
• • Provides oversight of the front desk personnel at the Ministry’s Headquarters including Telephone Operators and Receptionists;
• • Monitors and evaluates the performance of direct reports; prepares Performance Appraisal Reports for review by the Director, Corporate Services;
• • Provides leadership and guidance to direct reports through effective planning, delegation, communication, training, mentoring and coaching;
• • Establishes and maintains a system that fosters a culture of teamwork, employee empowerment and commitment to the Unit’s/Division’s goals;
• • Performs any other related duties that may be assigned from time to time.

Desired Traits and Characteristics

• • Excellent oral and written communication skills;
• • Good people management skills;
• • Excellent social and interpersonal skills;
• • Must be customer and quality focused;
• • Strong time management, planning and organizing skills;
• • Excellent leadership, networking and relationship building skills;
• • Sound judgement, decision-making and problem-solving skills;
• • Integrity and confidentiality.

Qualifications

• • Strong customer service orientation;
• • Help desk management skills;
• • Knowledge of research methods and data analysis skills;
• • Training and facilitation skills;
• • Good research and analytical skills;
• • Knowledge of the Ministry’s policies and procedures;
• • Knowledge of GOJ Customer Service policies and procedures;
• • Knowledge of the Ministry’s Vision and Mission Statements;
• • Proficient in Microsoft Office Suite (Word, Excel, Outlook and PowerPoint).
• • Bachelor’s Degree in Business Administration or Management or related field;
• • Two (2) years’ experience in Customer Service;
• • Experience with call centres and help desk environments would be an asset.

Additional Information and Instructions

🗓️ Application Deadline: Applications accompanied by résumés should be submitted no later than Friday, 13th December, 2024 to: Senior Director Human Resource Management and Development Ministry of Foreign Affairs and Foreign Trade 2 Port Royal Street Kingston 📧 Email: recruitment@mfaft.gov.jm 👤 Subject: Customer Service Manager (GMG/SEG 2) - Customer Service Branch 🔑 Please include the job title in the subject line of your email. ⚠️ Note: Only shortlisted applicants will be contacted. 📌 Reminder: Please ensure a copy of this circular is placed in a prominent location on the Notice Board of the Ministry/Department/Agency and brought to the attention of all eligible officers.

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