JOB PURPOSE
Under the direction of the Director, Customer Service, the Customer Service Monitoring & Evaluation Officer, is responsible for the coordination and implementation of the RHA’s Customer Service Monitoring & Evaluation Programme. Primarily, the Customer Service M&E Officer will be responsible for monitoring and evaluating the value chain elements of: Service & Operational Planning, Service Awareness, Service Delivery Operations as well as general Customer Service Satisfaction. The Customer Service M&E Officer is also responsible for providing support and assistance in the collection and analysis of data and the preparation of relevant reports for monitoring and evaluation of the Customer Service Programme.
KEY OUTPUTS
- Monitoring & Evaluation data collected
- Monitoring & Evaluation data analyzed
- Monitoring & Evaluation database updated
- Monitoring & Evaluation reports collated
- Survey tools distributed
KEY PERFORMANCE STANDARDS
- Customer Service Evaluation Framework developed and implemented
- Mystery Shopper Programme implemented
- Customer Service Balanced Scorecard monitored
- Help desk services monitored
- Customer Service Improvement Plan monitored
- Customer feedback collected and collated
- Research on Customer Service Programmes conducted
- Customer Service Training & Sensitization Programme evaluated Help Desks Services evaluated
- Internal Customer Satisfaction Surveys conducted
- External Customer Service Surveys developed and conducted Customer Service M&E Reports developed
KEY RESPONSIBILITIES
Technical/Professional Responsibilities
- Develops and implements the Customer Service Evaluation Programme in collaboration with the Director, Customer Service of the Regional Health Authority;
- Monitor and evaluate overall progress on achievement of results based on the Customer Service Balanced Scorecard;
- Collects data, analyses and report on feedback from the Regional Health Authority’s Mystery Shopper Programme;
- Conducts evaluation of the Customer Service Training/Sensitization Sessions (Head Office and Outstations), in collaboration with the Human Resource Development Unit;
- Create and utilize a mix of feedback strategies to collect data on departmental services, the library services, website, YouTube, inclusive of the use of surveys, and focus group discussions;
- Conducts evaluation of the quality of service offerings of the Regional Health Authority, its outstations;
- Evaluates internal Help Desk Services of Regional Health Authority;
- Develops and executes internal and external Customer Service Surveys to determine customer satisfaction and analyse and report on findings on a regular basis;
- Recommends strategies to the Director, Customer Service for improving efficiency and effectiveness by identifying bottlenecks to minimize or eliminate such bottlenecks;
- Supports the Stakeholder Analysis through periodic analysis of the interests and expectations of the customers.
- Prepares and submits Research Papers on Customer Service Programmes
- Assists the M&E Officer to collect data, analyse and report on feedback from the MDA’s Mystery Shopper Programme
- Update the Customer Service M&E database with relevant data as new information becomes available
- Collates reports to support the Director, Customer Service with preparation of the Customer Service M&E reports on a monthly, quarterly, half-yearly and annual basis.
- Support the Director, Customer Service with the printing, binding and distribution of relevant tools to assist with the collection of data
- Provides support to the Director, Customer Service with the development and execution of relevant customer service research
- Assists with the set-up and logistics of focus groups meetings, gatherings and other sessions to garner feedback from relevant customers.
Other Responsibilities
- Performs other related duties that may be assigned from time to time.
AUTHORITY
- Nil
REQUIRED KNOWLEDGE, SKILLS AND COMPETENCIES
Core Competencies
- Oral Communication Skills
- Written Communication Skills
- Customer & Quality Focus
- Teamwork and Cooperation Skills
- Initiative
- Managing the client interface
- Methodical
Technical Competencies
- Data Entry Skills
- Report Writing skills
- Proficiency in relevant software applications
- Knowledge of GOJ Customer Service Policies & Procedures
MINIMUM REQUIRED QUALIFICATION AND EXPERIENCE
- Asc. Degree in Management Studies or Public Administration or related subject;
- At least three 3 years’ experience in supporting data collection and analysis and/or work in a research environment
- Familiarity in using databases. Familiarity with statistical tools is an asset.
We thank all applicants for their expressions of interest however, only those shortlisted will be contacted.
