Manager Customer Service

Customer Service Manager

To manage the core operations of the Agency through the delivery of quality customer service inclusive of timely and accurate registration services, the development of appropriate written plans and policies and the creation and maintenance of a responsive customer friendly environment that facilitates the speedy resolution of customer complaints, and the maintenance of the agency’s Quality Management system(ISO 9001:2015)

• Registration of documents.
• Validation of accurate documents
• Accurate and up to date information
• Trained and competent staff
• Certified copies produced
• Daily, monthly and quarterly reports prepared.
• Quality standards for reportees
• Development of policies and plans to improve service delivery.
• Creation and maintenance of customer friendly environment.

• Work volume, targets and daily, weekly and monthly deadlines are met.
• The usefulness of reports in contributing to organisational decision-making
• Proposals for changes are practical and effective
• Accuracy and completeness of reports produced
• Accuracy of and timeliness of information provided
• Courtesy and efficiency with which customers are dealt with.
• Registered documents conforms with legislative and Agency requirements
• The cost efficiency of the registration process
• The effectiveness of internal quality standards in reducing errors in registration
• Staff appropriately trained.
• The extent to which customers are satisfied with Agency deliverables.
• The timely implementation, monitoring and execution of policy and procedural changes
• Service Quality Standards  achieved consistent with Agency objectives
• The efficiency of complaints resolution

Normal Working Hours                       Monday to Thursday                 8:30 – 5:00

                                                                     Friday                             8:30 – 4:00

Work Environment                               Normal office conditions and required to travel

May be required to work beyond normal working hours.

Internally: Executives, Managers, Supervisors and other internal stakeholders

Externally: Tax Administration Jamaica

                      NIS Jamaica

                      Attorneys, Chartered Secretaries, Accountants and other customers

                      Customers

• Oversees customer service activities to ensure the delivery of quality service inclusive of the resolution of customer issues and complaints.
• Recommends in consultation with Quality Control, quality standards and implements measures to ensure compliance with existing regulations.
• Monitors and evaluates operations, programs, processes and/or practices for quality and effectiveness; makes recommendations for improvement.
• Ensures that corrective and preventative action is taken through process reviews, training and/or disciplinary measures on review of audit and/or quality reports.
• Prepares the corporate plan component for the unit and participates in the development of the corporate plan and budget to ensure that measures are put in place to achieve departmental targets.
• Reviews performance indicators and directs changes to rectify problems and ensure quality products and services.
• Ensure the efficient acceptance  of documents for the registration process
• Arranges for the examination of files to facilitate the preparation and issuance of status letters (for eg.letters of good standing.)
• Examines signs letters on behalf of the registrar.
• Examine and sign certified copies.
• Arranges for the preparation of weekly, monthly and quarterly performance reports and analyses same to detect areas of strengths and weaknesses and develops remedies/solutions to improve the delivery of quality service.
• Undertakes administration and personnel activities for department personnel in accordance with the Agency’s HR policies and procedures.
• Coordinates and conducts meetings with key customers in consultation to address customer service issues.( for example: focus groups)
• Handles difficult customers and resolves unique situations and complaints as is appropriate so as to improve the levels of customer satisfaction and departmental efficiency.
• Preparation of Witness statements to stakeholder groups ( including the police and various arms of government)
• Provide evidence in court matters relating to information on register of companies and business names.
• Analyze and report on information from customer satisfaction surveys and implement solutions for  improvement
• Monitors and coordinates the effective operations of the Call Centre
• Ensure adequate public education material relating to the registration process and tthene agency’s service is available to customers.
• Monitor and save guard valuables associated with in coming transactions.( Mailed Documents)
• Analyze and Report on Customer Complaints
• Coordinate activities related to the  Quality Management System (QMS) and all of its related compliance – managing quality policies, procedures, processes, internal quality audit programs, evaluates the performance of the Internal Quality Auditors, conducts training in the Quality management system and practices, scheduling of QMS external Reviews to assure the Agency of continuous improvement, conformance and effectiveness, monitors Agency performance by collating and analyzing performance data and charts against defined parameters and producing statistical reports for use by senior management in evaluating where continual improvements of the QMS can be made
• Performs other related duties as is assigned from time to time.

• Implement approved policies
• Recommend policy and procedural changes
• Recommend & implement quality standards in the delivery of customer service
• Authorise registration of all documents
• Contribute to the corporate plan
• Conduct training sessions with internal and external customers
• Take disciplinary action in accordance with the Agency’s policies and procedures

• Strong knowledge of the Acts governing the registering of businesses in Jamaica and those applicable to the agency’s processes and services( SIPP Act etc.)
• Sound knowledge of the Agencies business processes and procedures
• Knowledge of the principles, theory and practice of quality management
• Exceptional human relations and communication skills
• Sound analytical and decision-making skills
• Good time management and organisational skills
• Above average team building and coaching skills
• Skilled in the use of the Agency’s software and working knowledge of computer applications.

• Bachelors Degree in Business Administration, Law, Management, Public Administration or equivalent qualification.
• At least 5 years’ related working experience with at least 3 years experience at the management level.