WebsiteMinistry of Finance and the Public Service
Development Through Excellent Service
The Ministry of Finance & the Public Service is seeking suitably qualified candidates to apply to fill the following position:
Manager Customer Care (GMG/SEG 2)
Job Summary
Under the general direction of the Director, Customer Service, the Manager, Customer Care is responsible for the coordination and implementation of the Ministry of Finance and the Public Service’s Customer Service Programme. Primarily, the Manager, Customer Care will be responsible for coordinating and facilitating the value chain elements of Service Expectation Identification, Service Awareness Creation, Direct Customer Interface, Complaints Management and Service Delivery Operations.
Key Responsibility Areas
Execute the Ministry’s Customer Service Improvement Plan in keeping with the mandate from the Office of the Cabinet (OoC);
Lead in the institutionalizing of service excellence as dictated by the National Customer Service Policy;
Strive to ensure accountability, transparency and attention to the core values of the Ministry2;
Work closely with all stakeholders in delivery of the Branch’s mandate;
Lead and manage the position in the achievement of the above strategic objectives.
Required Knowledge, Skills and Competencies
Technical
Maximize customer operational performance by monitoring help desk resources and technical advice; resolving problems; disseminating advisories, warnings and new techniques;
Develop and implements new systems, procedures or working practices to improve customer service efficiency;
Assists with the development and implementation of the Ministry’s Mystery Shopper Programme;
Develop, collates and distributes Customer Service publications and articles;
Provides timely updates of the Ministry’s initiatives and highlights on the Customers’ Notice Board;
Monitor and evaluates the Complaints Management System to resolve customer complaints promptly;
Monitor service level standards focused on response times and issue resolutions;
Conducts and/or facilitate Customer Service training and sensitization;
Human Resource Responsibilities
Coordinate and monitor the outreach work of the Branch;
Evaluate and monitor the performance of direct reports, prepares performance appraisals and recommend training in attaining established personal and organizational goals;
Provide leadership and guidance to direct reports through effective planning, delegation, communication, training, mentoring and coaching;
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 meets expectations;
Prepares quarterly and/or annually Customer Service reports in accordance with established standards.
Specific Knowledge
Knowledge of Customer Service principles, processes and best practices
Knowledge and understanding of Customer Service tools and instruments in the delivery of business objectives
Technical Competencies
Knowledge of Help Desk Management
Proficient in Research Methods & Data Analysis
Training and facilitation skills
Knowledge of the Ministry’s policies and procedures
Knowledge of GOJ Customer Service policies and procedures
Knowledge of the Ministry’s Citizen’s Charter
Core
Excellent interpersonal and team management skills
Excellent communication (oral and written and including listening) skills
Excellent analytical and problem solving skills
Excellent leadership skills
Excellent customer and quality focus skills
Excellent planning and organizing skills
Excellent judgement and decision making skills
Integrity
Proficiency in the use of relevant computer applications
Minimum Qualifications and Experience
BSc. Degree in Management Studies/ Business Administration or equivalent qualifications
Specialized Training in Customer Service
Experience in Call Centers and Help Desk environments
Two (2) years’ related work experience
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