Customer Service Monitoring and Evaluation Officer (GMG/AM 4)

Under the direct supervision of the Director, Service Excellence and Compassionate Care the Customer Service Monitoring and Evaluation Officer is responsible for the coordination and implementation of the Regional Health Authority’s Customer Service Monitoring & Evaluation Programme. The incumbent will be expected to:



CORE RESPONSIBILITIES:

• Develop and implement the Customer Service Evaluation Programme in collaboration with the Director, Customer Service Management of the Regional Health Authority.
• Monitor and evaluate overall progress on achievement of results based on the customer Service Scoreboard.
• Collect data, analyze and report on feedback from the Regional Health Authority’s Mystery Shopping Programme.
• Conduct 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 and YouTube inclusive of the use of surveys and focus group discussions.
• Evaluate internal Help Desk Services of the Regional Health Authority.
• Recommend strategies to the Director, Customer Service for improving efficiency and effectiveness by identifying bottlenecks to minimize or eliminate.
• Support the Stakeholder Analysis through periodic analysis of the interests and expectations of the customers.
• Support the Director, Customer Service with the printing, binding and distribution of relevant tools to assist with the collection of data.
• Provide support to the Director, Customer Service with the development and execution of relevant customer service research.
• Assist with the set-up and logistic of focus group meetings, gatherings and other sessions to garner feedback from relevant customers.
• Perform other related duties that may be assigned from time to time.

SPECIFIC  KNOWLEDGE/SKILLS  REQUIRED

• Excellent written and oral communication skills.
• Excellent teamwork and cooperation skills.
• Proactive work attitude and the ability to work on own initiative.
• Excellent Report Writing skills.
• Excellent Data Entry skills.
• Proficiency in relevant software applications.
• Knowledge of GOJ Customer Service Policies and Procedures.

QUALIFICATION & EXPERIENCE:

• Bachelor of Science Degree in Management Studies or Public Administration or related field.
• A minimum of three (3) years work experience in Customer Service.
• Familiarity with using databases.
• Familiarity with statistical tools is an asset.