Manager, Customer Care (GMG/SEG 2)

Job Purpose

Under the direction of the Director, Customer Service, the Manager, Customer Care, is responsible for the co-ordination and implementation of the Ministry’s Customer Service Outreach Programme. Primarily, the Manager, Customer Care will be responsible for co-ordinating and facilitating the value chain elements of: Service Expectation Identification, Service Awareness Creation, Direct Customer Interface, Complaints Management and Service Delivery Operations. 

The incumbent maintains linkages with relevant key internal and external stakeholders in support of improved service delivery across the Ministry and its portfolio agencies. 

Key Responsibilities

Management/Administrative: 

• Develops the Unit’s Annual Operational Plans to be incorporated within the Branch’s Operational Plan; 
• Develops the Unit’s Annual Budget and manages expenditure within budget ceilings;
• Develops and submits the Unit’s Monthly, Quarterly, Half-Yearly and Annual Reports for relevant internal and external stakeholders of the Ministry; 
• Represents the Ministry at meetings, seminars, workshops, conferences and other fora;
• Liaises with the Office of the Cabinet and any other entity, public or private, involved in the planning, development and implementation of Customer Service initiatives;
• Participates in quarterly meetings of the Intra-Ministerial Customer Service Team and prepare relevant Minutes and reports. 

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 Ministry’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 issues 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, conducts relevant campaigns, expositions, to increase awareness and promotion of the goods and services of the Ministry and its agencies/departments. 

Human Resource Management 

• Co-ordinates and monitors the 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 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;
• Performs other related duties that may be assigned. 

Required Knowledge, Skills and Competencies

Core: 

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

Technical/Functional 

• Knowledge of Customer Service Outreach
• Knowledge of 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 MSETT’s Citizens’ Charter

Minimum Required Qualification and Experience

• Bachelor’s Degree in Business Administration or Management or related field
• At least 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 & facilitation skills. 

Special Condition Associated with the Job

• Islandwide travelling 
• Working extended hours

Please note that only shortlisted applicants will be contacted.