Customer Service Supervisor (Level 5) - Temporary (PORTLAND)
Passport, Immigration and Citizenship Agency (PICA)
- Portland / St. Ann / St. Thomas
- Not disclosed
- Temporary full-time
- Updated 16/09/2024
To supervise the operations of the location, liaising with relevant operational and corporate services units to effect the delivery of services to customers
Key Outputs
- Agency image ratings improved
- Information provided to customers
- Files transferred to relevant Units for action
- Low error rate for the location
- Documents issued to customers
- Work schedules in place
- Accurate statistics and analyses
- Staff appraised
- Reports submitted
- Sensitization/training sessions facilitated
- Team meetings held
- Lodgments and receipts performed
Key Responsibility Areas
Administrative Responsibilities:
- Working through the Customer Service Manager, keeps abreast of events, schedules, promotions, initiatives, current affairs, change efforts and strategies involving the Agency and disseminate appropriate and accurate information to Staff under his/her supervision daily.
- Administers the daily operations of the location including:
- organizing staffing, including shift patterns and the number of staff required to meet forecasted demand;
- monitoring the customer flow and implements protocols for speedy service delivery
- ensuring adequate tools and resources are available to carry-out daily functions and that office and customer facilities are clean and in good working order
- Monitors staffing levels and ensures adequate coverage of front line positions at all times
- Ensures adherence to the procedures governing the receipt and reviewing of applications and accompanying documents by customers and customer service staff
- Ensures that customer service records are maintained and prepares performance reports on a daily, weekly and monthly basis
- Monitors the document management function and ensures that accurate records are maintained for incoming and outgoing documents; ensures timely transfer of files and documents to headquarters.
- Ensures that the location’s performance in respect of error rate and service quality is maintained within target
- Supervises and signs off on the unloading of the Drop box applications, ensures that information and documents received are verified and entered into the relevant database for production.
- Follows through to ensure that issues related to non-compliant applications are resolved; ensures customer is contacted immediately to provide supporting information or documents where necessary
- Periodically participates in mobiles and other off-site services provided to increase awareness and revenue for the Agency
- Reviews and signs off on the applications processed, funds collected and certificates/travel documents in hand, dispatch through approved courier services
- Ensures that standard operating procedures are followed in the issuing of completed documents to customers
Technical/Professional:
- Forecasts and analyzes data against baseline figures monthly. Prepares monthly variance reports accordingly.
- Assists in the development of protocols and standards for handling and resolving client issues. Document best practices and standard operating procedures for review accordingly.
- Implements customer service standards and assist in their testing and revision for improvement of service quality to internal and external clients.
- Handles the most complex customer complaints or enquiries by:
- Provide training and sensitization to the Customer Service staff in the Agency’s systems and other changes affecting their work, allocating such tasks and respective resources as appropriate
- Guides staff to assist in the conduct of client satisfaction, marketing and other surveys and assist in the collation and reporting on findings for decision-making.
- answering questions and recommending corrective services to address customer complaints;
- liaising with Unit Heads, CSA’s and third parties to gather information and resolve issues;
- flagging and escalating complaints likely to require legal redress to the Branch Operations Manager;
- refers customers to relevant sections at the HQ best suited to address their needs
Supervisory Management:
- Perform administrative duties in respect of staff supervised. This includes review the performance of staff, identifying training needs and planning training sessions.
- Maintain a harmonious and productive work team through coaching, motivating and retaining staff and by recommending qualified persons for reward and recognition.
- Assesses staff training requirements on an on-going basis and ensures provision of structured training programs and on-the-job coaching to develop required skills and knowledge
- Plan and host coaching and sensitization sessions to remedy identified areas for improvement and new guidelines
- Performs any other related duties as assigned from time to time.
Key Competencies
The post holder needs to demonstrate the following competencies:
# | Functional / Technical Competencies |
1 | Sound knowledge of laws and regulations governing Immigration, Citizenship and Passports in Jamaica |
2 | Sound knowledge of relevant computer applications and systems including word processing and spread-sheet applications |
3 | Working knowledge of Operations, managing customer flow and forecasting customer volumes |
4 | Ability to use Microsoft Office suite (including Word, Excel and Powerpoint) to create reports |
5 | Sound knowledge of Customer Relationship Management Systems |
|
|
# | Core Competencies |
1 | Excellent attention to detail |
2 | Sound customer orientation |
3 | Sound interpersonal, presentation, and communication skills |
4 | Sound time management and organisational ability |
5 | Sound judgment, analytical, planning and problem solving skills |
6 | Team builder with ability to manage conflict |
7 | Demonstrated ability to handle manage multiple tasks simultaneously |
8 | Demonstrated flexibility to work in alternative roles and working hours |
9 | Ability to use policies, procedures and laws to make intake decisions |
10 | Demonstrated resilience in working with difficult customers |
11 | Ability to work on own initiative within the parameters of policies, procedures and regulations |
12 | Personal alignment with agency core values of Professionalism, Integrity, Customer focused and Accountability |
Authority
Authority to:
- Account for monies collected for services rendered
- Recommend use of new technology, processes or systems
- Escalate complaints for resolution at the highest level
- Schedule staff for work on shifts as appropriate duties
- Take disciplinary action against staff in accordance with the disciplinary guidelines
- Recommend reward and recognition for staff
- Recommend hiring, termination and suspension of staff supervised in accordance with established Human Resource policies and procedures
Decisions referred to immediate supervisor:
- Request for information under the Access to information Act
- Constraints in scheduling of staff 24hrs in advance of work
- Recommendations for the purchase of equipment
- Recommend cases of suspected breaches to be escalated for investigation
- Request for additional staffing to support operations
- Recommendation for the repair or replacement of equipment
- Identified breaches/infractions that necessitates written reprimand or stricter penalties
Performance Standards
- Deliverables are produced within agreed timeframes and to required standards
- Confidentiality and integrity are observed
- Staff appraisals and work plans are submitted on time
- On the job coaching, mentoring and counseling provided for staff development and retention
- Surveys conducted and statistical reports with analyses and recommendations are submitted on time.
Contacts
- Internal
All staff
External
Government Agencies, Ministries and Departments
Customers
Special Conditions Associated with the Job
- Occasional long hours to complete assignments, beyond normal working hours
- Consistent exposure to glare of computer screens
- Normal office environment
- Occasionally required to support access to information and service to undereducated customers
- Occasionally required to work on weekends
- Occasionally required to perform customer recovery with irate customers
