Customer Service Monitoring and Evaluation Officer (GMG/AM 3)

STRATEGIC OBJECTIVES

• To execute the Ministry’s Customer Service Improvement Plan in keeping with the mandate from the Office of the Cabinet (OoC);
• To lead in the institutionalizing of service excellence as dictated by the National Customer Service Policy ; 
• To strive to ensure accountability, transparency and attention to the core values of the Ministry ; 
• To work closely with all stakeholders in delivery of the Branch’s mandate;
• To manage the portfolio in the achievement of the strategic objectives. 

KEY OUTPUTS

• Monitoring and Evaluation data collected; 
• Monitoring and Evaluation data analyzed ; 
• M& E database updated; 
• M&E reports collated; 
• Survey tools distributed; 

FINAL OUTPUT

• The provision of service excellence. 

PERFORMANCE INDICATORS/STANDARDS

• Data collection instruments submitted within agreed timeframe 
• Data collection instruments administered within agreed timeframe 
• Data summary submitted (from database) within agreed timeframe 
• Checklists submitted on M&E Reports collated within agreed timeframe;
• Distribution lists submitted for surveys within agreed timeframe 

JOB DUTIES & RESPONSIBILITIES

TECHNICAL/PROFESSIONAL RESPONSIBILITIES 

• Assists the Manager Customer Service M&E to collect data, analyze and report on feedback from the MOFP&S Mystery Shopper Programme; 
• Assists the Manager Customer Service M&E with the evaluation of the Customer Service Training /Sensitization Sessions, in collaboration with the Human Resource Development Unit;
• Assists the Manager Customer Service M&E with evaluation of the quality of products and services offerings of the Ministry and its portfolio agencies and departments; 
• Assists with the deployment and collection of internal and external customer service surveys to determine customer satisfaction; 
• Assists with the analysis of the data; 
• Updates the Customer Service M&E database with relevant data as new information becomes available; 
• Supports the Manager Customer Service M&E with printing, binding and distribution of relevant tools to assist with collection of data; 
• Provides support to the Manager Customer Service M&E with the development and execution of relevant customer service research; 
• Assists with the coordinating of focus group meetings, gathering and other sessions to garner feedback from relevant customers; 
• Performs other related duties that may be assigned from time to time. 

CUSTOMER SERVICE RESPONSIBILITIES 

• Maintains customer service principles, standards and measurements; 
• Identifies and incorporates the interests and needs of customers in business process design; 
• Ensures critical success factors are identified and meet expectations; 
• Prepares quarterly and /or annually Customer Service reports; 

AUTHORITY

N/A 

RESOURCES MANAGED/PROCUREMENT BUDGET

N/A

MINIMUM REQUIREMENTS TO START

• Diploma in Management Studies/Public Administration or related subject
• At least two (2) years related work experience in supporting data collection and analysis and /or work in a research environment 
• Familiarity in the use of databases 
• Familiarity with statistical tools is an asset 

REQUIRED COMPETENCIES

CORE COMPETENCIES 

• Excellent communication (oral and written and including listening) skills
• Excellent teamwork and cooperation skills 
• Initiative 
• Excellent customer and quality focus skills 
• Managing the client interface 
• Methodical
• Integrity 

TECHNICAL COMPETENCIES 

• Data entry skills 
• Report writing skills 
• Proficiency in relevant software applications 
• Knowledge of the Ministry’s policies and procedures 
• Knowledge of GOJ Customers Service Policies and Procedures 

SPECIAL CONDITIONS OF THE JOB

• Work will be conducted in an office outfitted with standard office equipment and specialized software 
• Meeting tight deadlines which will result in high degrees of pressure 

We thank all applicants for the interest expressed; however, only shortlisted candidates will be contacted.