Manager - Customer Service

Summary

Under the direction of the Director, Corporate Services, the Manager, Customer Service is responsible for the co-ordination and implementation of the Ministry’s Customer Service Outreach Programme. Primarily, the Manager, Customer Service will be responsible for co-ordinating and facilitating the value chain elements of Service Expectation Identification, Service Awareness Creation, Direct Customer Interface, Service Delivery Operations and monitoring and evaluation of service improvement initiatives.

Responsibilities

• • Develops the Customer Service Branch’s Annual Operational Plans to be incorporated within the Divisional Operational Plan;
• • Develops the Branch’s Annual Budget and manages expenditure within budget ceilings;
• • Develops and submits the Branch’s Monthly, Quarterly, Half-Yearly and Annual Reports for relevant internal and external stakeholders of the Ministry;
• • Represents the Division/Ministry at meetings, seminars, workshops, conferences and other fora;
• • Liaises with the Office of the Cabinet and any other entities, public or private, involved in the planning, development and implementation of the Service Excellence Programme;
• • Convenes quarterly meetings of the Intra-Ministerial Service Improvement Team, providing relevant advice/recommendations to representatives for the sustainability of the Service Excellence Programme.
• • Reviews, evaluates and re-designs customer service business processes; establishes and communicates service metrics; implementing changes for the Ministry and Public Bodies;
• • 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;
• • Manages the operations of the Ministry’s front desks operations;
• • 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 Ministry’s initiatives and highlights on the Customers’ Notice Board/intranet;
• • Establishes adequate issues/complaints mechanisms and other stakeholder feedback;
• • Develops and monitors the Customer Service Balanced Scorecard;
• • Develops and monitors the Complaints Management System;
• • Monitors the Feedback and Complaints Management System(s) to resolve customer complaints promptly and respond to customer feedback;
• • Monitors and reports on service level standards focused on response times and issue resolution;
• • Conducts and facilitates Customer Service Training & Sensitization at the Ministry and its Public Bodies;
• • Supports determination of customer service requirements by maintaining contact with customers; visiting operational environments; forming focus groups; analysing information and applications;
• • Ascertains customer service needs by maintaining contact with customers; visiting operational environments; conducting surveys; forming focus groups; benchmarking best practices; analyzing information and applications;
• • Supports promotion and awareness of the customers to the Ministry’s products and services;
• • Develops and conducts surveys;
• • Supports the Stakeholder Analysis through periodic analysis of the interests and expectations of the customers;
• • Commemorates national and international days of significance;
• • Collaborates with the Corporate Communications and Public Relations Division, conducts relevant campaigns, expositions to increase awareness and promotion of the goods and services of the ministry and its Agencies/Departments.
• • Co-ordinates and monitors the service excellence outreach work of the Branch;
• • Monitors and evaluates the performance of direct reports, prepares performance appraisal and recommends and/or attaining established personal and/or organizational goals;
• • Provides leadership and guidance to direct reports through effective planning, delegation, communication, training, mentoring and coaching;
• • Participates in the recruitment of staff for the branch;
• • Ensures the welfare and development needs of staff in the branch are clearly identified and addressed;
• • Establishes and maintains a system that fosters a culture of teamwork, employee empowerment and commitment to the branch’s goals;
• • Maintains and monitors Attendance Reports for all relevant members of staff;
• • Performs any other related duties that may be assigned from time to time.

Desired Traits and Characteristics

• • Good oral and written communication skills;
• • People Management skills;
• • Good interpersonal skills;
• • Customer and quality focus
• • Good planning and organizing skills;
• • Good problem-solving and decision-making skills.
• • Integrity
• • Customer Service outreach;
• • Help Desk Management;
• • Research methods and data analysis;
• • Training and Facilitation skills;
• • Knowledge of the Ministry’s Policies and Procedures;
• • Knowledge of the Ministry's Citizens’ Charter.
• • Bachelor’s Degree in Business Administration or Management or related field;
• • Two (2) years’ 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 and facilitation skills.

Qualifications

• • Sound knowledge of international enterprise risk management standards;
• • Good knowledge of the Tourism Industry and its operations and functions;
• • Excellent knowledge of GoJ Enterprise Risk Management policy and requirements;
• • Good knowledge of conducting research;
• • Working knowledge of GoJ Corporate Governance Framework;
• • Knowledge of computer systems and the relevant applications.
• • Bachelor’s Degree in Management Studies, Public Administration, Business Administration or a related discipline;
• • Specialized training in Risk Management;
• • Three (3) years related experience.

Additional Information and Instructions

Special Conditions Associated with the Job: ✈️ May be required to travel to Public Bodies outside of Kingston. ⏰ Working extended hours. 📅 Deadline for Applications: Thursday, December 12th, 2024 📍 Submit to: Director, Human Resource Management & Development Ministry of Tourism 64 Knutsford Boulevard, Kingston 5 📧 Email: hrm@mot.gov.jm ℹ️ Subject: Manager - Customer Service (GMG/SEG 2) 🔑 Please include the job title in the subject line of your email. ⚠️ Note: Only shortlisted applicants will be contacted.

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