Job vacancy Senior Customer Care Officer - Kingston & St. Andrew Health Department

Kingston

OrganisationSouth East Regional Health Authority ReferenceVAC-51471Contract TypeFull-TimeIndustriesCustomer Service & Call CentreLocationKingstonSalary & Benefits Date Posted25/07/2024Expiry Date09/08/2024The Manager, Customer Service leads and manages the region's customer service portfolio, developing and implementing policies and programs, driving modernization, and maintaining ISO and stakeholder linkages for improved service delivery.

 

JOB PURPOSE

Under the direction of the Regional Director, the Manager, Customer Service is responsible for coordination, leadership and management of the Customer Service portfolio of the region. Specifically, the Manager is responsible for the development, monitoring and implementation of the portfolio policies, programmes, projects, standards 

and related activities, for driving the modernization of the Customer Service Programme across the region. 

The incumbent maintains linkages with the ISO Quality Systems Branch at the Ministry of Industry, Investment & Commerce, and other key stakeholders (such as the Corporate/Strategic Planner) in support of ISO Certification on Quality Management Systems and improved service delivery across the region, in accordance with the Government of Jamaica Public Sector Modernization Vision & Strategy as well as the entity’s Citizens’ Charter. 

 

KEY OUTPUTS

• Customer Service Improvement Plan implemented and monitored Customer Service Strategies, Programmes, Draft Policies developed and implemented 
• ISO (9001:2015) Certification of the ENTITY supported 
• Service delivery monitored 
• Citizens’ Charter developed, implemented and monitored Mystery Shopper Programme designed and developed Customer Service Training Programmes designed and developed Complaints Management System developed 
• Customer Service Team Meetings conducted 
• Business Processes designed and re-engineered 
• Reports prepared and submitted 
• Budget prepared and expenditure monitored 
• Work plans developed and submitted 
• Staff evaluated and monitored 

 

KEY RESPONSIBILITIES

Management/Administrative Responsibilities 

• Develops the Division’s Annual Operational Plans to be incorporated within the Directorate’s Operational Plan. 
• Develops the Division’s Annual Budget and manages expenditure within budget ceilings
• Develops and submits the Division’s Monthly, Quarterly, Half-Yearly and Annual Reports for relevant internal and external stakeholders of the Ministry 
• Develops and implements relevant policies and procedures towards achievement of the Unit’s objectives 
• 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 
• Convenes quarterly meetings of the Customer Service Team and prepare relevant minutes and reports 

Human Resource Management Responsibilities 

• Coordinates and monitors the work of the Branch. 
• Monitors and evaluates the performance of direct reports, prepares performance appraisal and recommend and/or attaining established personal and/or regional 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 Unit and recommends transfer, promotion, termination and leave in accordance with established human resource policies and procedures 
• Ensures the welfare and development needs of staff in the division are clearly identified and addressed 
• Establishes and maintains a system that fosters a culture of teamwork, employee empowerment and commitment to the Division’s and region’s goals. 
• Allocates and schedules work; allocates monthly mileage to travelling officers 
• Maintains, monitors and submits Attendance Reports for all relevant members of staff 

Technical/Professional Responsibilities 

• Meets customer service objectives by integrating customer service information and recommendations to strategic plans and reviews; preparing and completing action plans; implementing productivity, quality, and customer-service standards; resolving problems; completing audits; identifying customer service trends; determining system improvements; implementing change. 
• Maximizes customer operational performance by providing help desk resources and technical advice; resolving problems; disseminating advisories, warnings, and new techniques; 
• Ensures robust Complaints Management System is in place to resolve customer complaints promptly 
• Improves customer service quality results by reviewing, evaluating, and re-designing business processes; establishing and communicating service metrics; implementing changes. 
• Recommends, maintains and implements customer service policies, procedures, and guidelines 
• Develops and implements service level standards focused on response times and issue resolution. 
• Develops and implements Customer Service strategies and specific objectives 
• Facilitates customer service financial objectives by forecasting requirements; preparing an annual budget; scheduling expenditures; analysing variances; initiating corrective actions. 
• Periodically facilitates employees’ training and development in Customer Service across the ministry 
• Reviews and documents business processes aligned to the key services of the Ministry and its portfolio agencies and departments. Develops, implements the Customer Service Improvement Plan Develops and monitors the Customer Service Balanced Scorecard Develops and monitors the Complaints Management System Leads the Customer Service Monitoring & Evaluation Team Leads the development and implementation and maintenance of the Citizens’ Charter 
• Supports the certification of ENTITY in ISO 9001:2015 
• Determines customer service requirements by maintaining contact with customers; visiting operational environments; conducting surveys; forming focus groups; benchmarking best practices; analysing information and applications. 
• Facilitates 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 Director, Communication & Public Relations, conduct relevant campaigns, expositions to increased awareness and promotion of the goods and services of the ministry and its agencies/departments. 

Other Responsibilities 

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

 

PERFORMANCE STANDARDS

• Customer Service Strategies and Initiatives submitted within stipulated timeline 
• Customer Service Draft policies submitted within agreed timeline Customer Service Improvement Implementation Plan submitted within agreed timeline 
• Progress Report on Customer Service Balanced Scorecard submitted within agreed timeline 
• Reports and Minutes of the Customer Service Team submitted within stipulated timeline 
• Progress Reports on the Quality Management Systems submitted within agreed timeline 
• Mystery Shopper Framework submitted within agreed timeline Progress Report on the Implementation of ENTITY’s Citizens’ Charter submitted within stipulated timeline 
• Satisfaction Reports on Service Delivery submitted within stipulated timeline 
• Branch’s Operational Plan submitted within stipulated timeline Branch’s Budget & Procurement Plan submitted within stipulated timeline 
• Monthly, Quarterly, Half-Yearly and Annual Customer Service Reports submitted within stipulated timeline 
• Progress Reports on customer complaints submitted within stipulated timeline 
• Reports on Re-engineered Business Processes submitted within stipulated timeline 

 

AUTHORITY

• Approves expenditure 
• Authorizes leave 
• Authorizes travelling claims 
• Recommends transfer and or redeployment of staff 
• Certifies overtime and subsistence claims 

 

REQUIRED KNOWLEDGE, SKILLS AND COMPETENCIES

Core Competencies

• Oral communication Skills 
• Written Communication Skills
• People Management Skills 
• Interpersonal Skills
• Customer & Quality Focus
• Planning & Organizing
• Problem Solving & Decision making
• Managing the client interface 

Technical Competencies

• Customer Care & Relations 
• Business Process Re-engineering 
• Research Methods & Data Analysis 
• Developing Standards 
• Knowledge of the ENTITY’s Policies & Procedures 
• Knowledge of the ENTITY’s Citizens’ Charter 
• Knowledge of GOJ’s Customer Service Policy Papers 

 

MINIMUM REQUIRED EDUCATION AND EXPERIENCE

• Bachelor’s Degree in Business Administration or Management or related field 
• At least three (3) years’ experience in Customer Service at a supervisory level. 
• Experience with call centres and help desk environments
• Knowledge of ISO on Quality Management Systems 
• Knowledge of research methods and analysing data 
• Knowledge of GOJ’s Customer Service Policy Papers 
• Knowledge of GOJ’s Policies & Procedures

 

 

SPECIAL CONDITIONS ASSOCIATED WITH THE JOB

• Typical office conditions 
• Working extended hours 
• Some amount of travelling

 

 

We thank all applicants for their expressions of interest however, only those shortlisted will be contacted.

 

26 Oct, 2024 (48 days left)