Director, Customer Service (GMG/SEG 3)

Job Purpose

Under the direction of the Chief Technical Director, Corporate Services, the Director, Customer Service is responsible for co-ordination, leadership and management of the Customer Service portfolio of the Ministry, and oversight for the Ministry’s Agencies. Specifically, the Director is responsible for the development, monitoring and implementation of the portfolio policies, programmes, projects, standards and related activities, for driving the modernization of the Customer Service Programme across the Ministry and its portfolio Agencies. 

The incumbent maintains linkages with the ISO Division and other key stakeholders in support of ISO Certification on Quality Management Systems and improved service delivery across the Ministry and its portfolio Agencies. 

Key Responsibilities

Management/Administrative: 

• Develops the Branch’s Annual Operational Plans to be incorporated within the Directorate’s Operational Plan; 
• Develops the Branch’s Annual Budget and manages expenditure within budget ceilings;
• Develops and submits the Branch’s monthly, quarterly, half-yearly and annual reports for relevant internal and external stakeholders of the Ministry; 
• Develops and implements relevant policies and procedures towards achievement of the Branch’s objectives; 
• Represents the Ministry at meetings, seminars, workshops, conferences and other fora;
• Liaises with the Cabinet Office and any other entity, Public or Private, involved in the planning, development and implementation of Customer Service initiatives;
• Convenes quarterly meetings of the Intra-Ministerial Customer Service Team and prepares relevant minutes and reports. 

Technical/Professional: 

• Meets customer service objectives by integrating customer service information and recommendations into strategic plans and reviews; preparing and completing action plans; implementing productivity, quality and customer-service standards; resolving problems; completing audits; identifying customer service trends; determining system improvements; implementing change; 
• Maximizes customer operational performance by providing Help Desk resources and technical advice; resolving problems; disseminating advisories, warnings and new techniques; 
• Ensures a robust Complaints Management System is in place to resolve customer complaints promptly; 
• Improves customer service quality results by reviewing, evaluating and re-designing business processes; establishing and communicating service metrics; implementing changes; 
• Recommends, maintains and implements customer service policies, procedures and guidelines 
• Develops and implements service-level standards focused on response times and issues resolution; 
• Develops and implements Customer Service strategies and specific objectives;
• Facilitates customer service financial objectives by forecasting requirements; preparing an annual budget; scheduling expenditures; analysing variances; initiating corrective actions; 
• Facilitates employees’ training and development in Customer Service across the Ministry;
• Reviews and documents business processes aligned to the key services of the Ministry and its portfolio Agencies and Departments 
• Develops and implements the Customer Service Improvement Plan; 
• Develops and monitors the Customer Service Balanced Scorecard; 
• Develops and monitors the Complaints Management System; 
• Leads the Intra-Ministerial Customer Service Monitoring and Evaluation Team;
• Leads the development, implementation, and maintenance of the Citizens’ Charter;
• Supports the certification of MSETT in ISO 9001:2015;
• Ascertains customer service needs by maintaining contact with customers; visiting operational environments; conducting surveys; forming focus groups; benchmarking best practices; analyzing information and applications; 
• Supports the Stakeholder Analysis through periodic analysis of the interests and expectations of the customers; 
• Collaborates with the Senior Director, Corporate Communication and Public Relations, to conduct relevant campaigns and expositions to increase awareness and promotion of the goods and services of the Ministry, and its Agencies and Departments. 

Human Resource Management: 

• Co-ordinates and monitors the work of the Branch; 
• Monitors and evaluates the performance of direct reports, prepares performance appraisals and recommends and/or initiates corrective action, where necessary, to improve performance and/or attain 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 and recommends transfer, promotion, termination and leave in accordance with established human resource policies and procedures; 
• Ensures the welfare and development needs of staff in the Division are clearly identified and addressed; 
• Establishes and maintains a system that fosters a culture of teamwork, employee empowerment and commitment to the Division’s and Organization’s goals;
• Allocates and schedules work; allocates monthly mileage to travelling officers; Maintains, monitors and submits Attendance Reports for all relevant members of staff;
• Performs any other related duties that may be assigned from time to time. 

Required Knowledge, Skills and Competencies

Core: 

• Excellent oral and written communication skills 
• People management skills 
• Good interpersonal skills 
• Customer and quality focus 
• Good planning and organizing skills
• Good problem-solving and decision-making skills 
• Managing the client interface 

Technical: 

• Customer care and relations 
• Business process re-engineering 
• Research methods and data analysis 
• Developing standards 
• Knowledge of the Ministry’s Policies and Procedures 
• Knowledge of MSETT’s Citizens’ Charter 
• Knowledge of GOJ’s Customer Service Policy papers 
• Knowledge of ISO on Quality Management Systems 
• Knowledge of research methods and analysing data 
• Knowledge of GOJ’s Customer Service Policy Papers 
• Knowledge of GOJ’s Policies and Procedures 

Minimum Required Qualification and Experience

• Bachelor’s Degree in Business Administration, Management or related field;
• Three (3) years’ experience in Customer Service at a supervisory level;
• Experience with Call Centres and Help Desk environments. 

Special Conditions Associated with the Job

• Extended working hours; 
• May be required to travel locally and overseas to attend conferences, seminars and meetings.

Please note that only shortlisted applicants will be contacted.