Customer Service Supervisor- Mobile Services (Level 5)

Summary

To organize logistics and resources for the operations of the local mobile events, liaising with relevant operational and corporate services units to effect the delivery of services to customers. 💰Salary: $4,266,270 JMD per annum

Responsibilities

• Managerial/Administrative:

  • • Working through the Director of Customer Experience, participates in the preparation of quarterly or semi-annual mobile schedule.
  • • Administers the operations of mobile events including; - Conducting orientation sessions for the mobile team in advance of each mobile event. Monitoring the customer flow at mobile events and implementing protocols for speedy service delivery. Preparing and submitting resource requirements prior to each mobile event to ensure adequate tools and resources are available to carry out mobile functions. Preparing and submitting requests for security assessment to be administered at an identified mobile venue.
  • • Monitors mobile team during mobile events and coordinates lunch schedules to ensure adequate coverage throughout the day.
  • • Ensures adherence to the procedures governing the receipt and reviewing of applications and accompanying documents by the mobile team at each mobile event.
  • • Ensures that mobile reports are maintained, including mobile checklists and survey reports, and prepares reports two days after each mobile event.
  • • Ensures that the performance in respect of error rate and service quality during mobile events are maintained within target.
  • • Supervises and signs off on the applications received during each mobile event, ensuring that applications are entered into the relevant database for production.
  • • Follows through to ensure that Customer Relations Officers contact and resolve issues related to non-compliant applications processed during mobile events.
  • • Reviews and signs off on the funds collected at the end of each mobile event.
  • • Ensures that standard operating procedures are followed in the collection and receipt of funds.
  • • Coordinates the development and implementation of standard operating procedures, service standards, and adherence to policy directives.
  • • Works closely with internal/external stakeholders to market mobile services and generate traffic to mobile events.
  • • Liaises with the Business Development & Communications Unit for the production of marketing material and advertising drives in support of the market strategy.
  • • Delivers on service targets as agreed in the Unit Plan.
  • • Takes ultimate ownership for risk and compliance for mobile activities.
  • • Directly supervises the mobile team.
  • • Submits ad hoc reports on progress against targets with relevant solutions to challenges as required.
  • • Handles the most complex customer complaints or enquiries during a mobile event by;- Answering questions and recommending corrective services to address customer complaints. Liaising with Unit Heads, CSAs, and third parties to gather information and resolve issues. Flagging and escalating complaints likely to require legal redress to the Director of Customer Experience.
  • • Sensitizes and monitors the mobile team in the Agency’s customer service standards, allocating such tasks and respective resources as appropriate.
  • • Guides staff to assist in the conduct of client satisfaction, marketing, and other surveys and assists in the collation and reporting on findings for decision-making.
  • • Maintains a harmonious and productive work team through coaching and motivation.

• Policy and Strategic Management:

  • • Implements agreed strategies, standards, procedures, and guidelines to ensure efficient and effective management of the mobile efforts.
  • • Contributes to the development and implementation of the Budget for the Mobile initiative.
  • • Assists in the preparation of demand forecasts for each mobile and develops plans informing the Directorate of the likely changes in production so that provisions may be made for resourcing functions.
  • • Assists in the development of protocols and standards for handling and resolving client issues. Documents best practices and standard operating procedures for review accordingly.
  • • Implements customer service standards and assists in their testing and revision for improvement of service quality to internal and external clients.
  • • Conducts Management Audits of the operations of the mobile effort to ensure compliance with policies and procedures.
  • • Performs administrative duties in respect of the team supervised. This includes reviewing the performance of staff during each mobile event and reporting on areas for improvement.
  • • Performs any other related duties as assigned from time to time.

Required Skills

• Technicial:

  • • Expert knowledge of marketing principles, research and practices
  • • Sound knowledge of operations management
  • • Sound knowledge of laws and regulations governing Immigration, Citizenship and Passports in Jamaica
  • • Sound knowledge of relevant computer applications and systems including word processing and spread-sheet applications
  • • Sound knowledge of the policies and procedures for processing applications
  • • Excellent organization and record-keeping skills
  • • Basic report writing skills

• Core:

  • • Excellent attention to detail
  • • Strong understanding of customer and market dynamics and requirements
  • • Sound customer orientation
  • • Sound interpersonal, presentation, and communication skills
  • • Sound time management and organisational ability
  • • Good analytical, critical thinking and decision making skills
  • • Sound interpersonal skills, including handling conflicts, listening globally and interpret appropriately intended messages within the context of language, culture and “noise” in the environment
  • • Demonstrated flexibility to work in alternative roles and working hours
  • • Ability to use policies, procedures and laws to make intake decisions
  • • Demonstrated resilience in working with difficult customers

Qualifications

• • First Degree in Management Studies/Marketing/Entrepreneurship or equivalent qualifications
• • Previous experience in planning events, preferably at the corporate level
• • Five (5) years’ experience at the supervisory level in a similar position

• Specify licensing or certification necessary for the job:

  • • Driver’s license for motor cars

Additional Information and Instructions

• Special Conditions Associated with the Job:

  • • The position will require frequent travel for local mobile events, training sessions or meetings.
  • • Work may involve extended hours during peak periods or special projects.
  • • The environment may be fast-paced and dynamic, requiring adaptability and flexibility in handling various tasks and responsibilities.
  • • Will be required to support front-line operations during peak periods or during staff shortages.
  • • Prolonged periods of sitting at a desk and working on a computer.
  • • Must be able to lift up to 25 pounds at times.
  • • Occasional long hours to complete assignments.
  • • Consistent exposure to glare of computer screens.
  • • Occasionally required to support access to information and service to undereducated customers.
  • • Occasionally required to perform customer recovery with irate customers.
  • • Occasional long hours to complete assignments, beyond normal working hours.
  • • Occasionally required to work on weekends

For all general job applications, kindly send résumés and application letters to 📧 recruitment@pica.gov.jm. If you believe you possess the above qualities and a strong desire to help the Agency fulfill its mandate, you are invited to submit your applications accompanied by detailed resume to: Director, Human Resources (Assigned) Passport Immigration & Citizenship Agency, 8 Waterloo Road, Kingston 10 ℹ️ Click Apply Now for the direct application link 🔗 Please indicate the name of the post that you are applying for in the subject line NO LATER THAN FRIDAY, June 6, 2025 @ 4:00 P.M. No hand delivered application will be accepted

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