Senior Customer Care Officer (GMG/AM4)

Summary

Under the direction of the Coordinator Customer Care (GMG/SEGl) the Senior Customer Care Officer (GMG/ AM 4), is responsible for:- Assisting with the coordination and implementation of the Hospital's MDA's Customer Service Programme; Assisting with the coordinating and facilitating the value chain elements of: Service Expectation Identification, Service Awareness Creation, Direct Customer Interface, Complaints Management and Service Delivery Operations.

Responsibilities

• Key Outputs:

  • • Customer Service Awareness & Promotion Programmes developed and implemented
  • • Outreach Programmes developed and implemented
  • • Customer Service articles and publications developed and distributed
  • • Customer Service Training & Sensitization Programme implemented
  • • Help Desks Services monitored and reports submitted
  • • Complaints Management System implemented
  • • Work plans developed and submitted
  • • Staff evaluated and monitored

• Key Performance Standards:

  • • Implementation Reports on Customer Service Awareness & Promotion Programme submitted within stipulated timelines
  • • Progress Reports on Outreach Programme submitted within agreed timeline
  • • Reports on updates to the Customer Service Database submitted within stipulated timelines
  • • Customer Service Training & Sensitization Plans submitted within stipulated timelines
  • • Implementation Reports on Customer Service Training/Sensitization submitted within stipulated timelines
  • • Progress Report on distribution of Customer Service publications and articles submitted within stipulated timelines
  • • Monthly, Quarterly, Half-Yearly and Annual Customer Service Reports submitted within stipulated timelines.

• Management/Administrative:

  • • Assists to develop the Unit's Annual Operational Plans to be incorporated within the Branch's Operational Plan.
  • • Assists to develop the Unit's Annual Budget and manages expenditure within budget ceilings
  • • 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 Customer Service Team and prepares relevant minutes and reports

• Human Resource Management:

  • • Assist with Coordinating and monitoring the outreach work of the Branch.
  • • Participates in the recruitment of staff for the Unit
  • • Ensures the welfare and development needs of staff in the unit 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 branch's goals.
  • • Maintains, monitors Attendance Reports for all relevant members of staff

• Technical/Professional:

  • • Maximizes customer operational performance by monitoring help desk resources and technical advice; resolving problems; disseminating advisories, warnings, and new techniques;
  • • Develops, recommends and implements new systems, procedures or working practices to improve customer service efficiency
  • • Assists with the development of the Ministry's Mystery Shopper Programme and implements it in accordance with guidelines
  • • Develops, collates and distributes Customer Service publications and articles.
  • • Ensures timely updates of the hospital's initiatives and highlights on the Customers' Notice Board
  • • Monitors the Complaints Management System to resolve customer complaints promptly
  • • Monitors service level standards focused on response times and issue resolution.
  • • Conducts and/ or facilitate Customer Service Training & sensitization (Head Office, Outstations, Departments and Agencies).
  • • Supports determination of customer service requirements by maintaining contact with customers; visiting operational environments; forming focus groups; analysing information and applications.
  • • Supports promotion and awareness of the customers to the Ministry's products and services
  • • Supports the Stakeholder Analysis through periodic analysis of the interests and expectations of the customers.
  • • In collaboration with the Communication & Public Relations Unit, conduct relevant campaigns, expositions to increased awareness and promotion of the goods and services of the ministry and its agencies/ departments.

• Other:

  • • Performs other related duties that may be assigned from time to time.

• Authority:

  • • Recommends leave
  • • Certifies overtime and subsistence claims

Required Skills

• Core Competencies:

  • • Oral Communication Skills
  • • Written Communication Skills
  • • People Management Skills
  • • Interpersonal Skills
  • • Customer & Quality Focus
  • • Planning & Organizing
  • • Problem Solving & Decision Making
  • • Integrity

• Technical Competencies:

  • • Customer Service Outreach
  • • Help Desk Management
  • • Research Methods & Data Analysis
  • • Training & Facilitation Skills
  • • Knowledge of the Ministry's Policies & Procedures
  • • Knowledge of GOJ Customer Service Policies & Procedures
  • • Knowledge of the MICAF's Citizens' Charter

Qualifications

• • Bachelor's Degree in Business Administration or Management or related field
• • At least one (1) year's experience in Customer Service.
• • Experience in outreach work
• • Experience with call centres and help desk environments
• • Experience in conducting research and analysing information
• • Strong training & facilitation skills.
OR
• • Associate's Degree in Business Administration or Management or related field
• • At least three (3) years' experience in Customer Service.

Additional Information and Instructions

• Special Conditions Associated with the Job:

  • • Typical Office Conditions
  • • Working extended hours

Applications with curricula vitae are to be submitted to: South East Regional Health Authority The Director Human Resource Management & Industrial Relations South East Regional Health Authority The Towers, 2nd Floor 25 Dominica Drive Kingston 5​ All applications should be submitted via email to employment@serha.gov.jm or recruitmentserha2023@gmail.com. The deadline for submission is Friday, April 11, 2025. ​​​🔑 Please include the job title in the subject line of your email. We thank all applicants for their interest. However, only those shortlisted will be contacted.

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