Job: Customer Service Manager – Level 7

Title Customer Service Manager – Level 7
Categories Customer Service Manager – Level 7
Salary [Salary Scale: $2,653,991 – $3,184,790 p.a.]
Start Date 05/11/2018
End Date 16/11/2018
Location Kingston
Job Information


Manage the customer experience throughout the value chain by implementing the Agency’s Customer Experience Strategy, monitoring customer service quality to include responsibilities for the Contact Centre.


  • Agency service ratings improved
  • Quantitative and qualitative tracking measures are in place
  • Customer service initiatives/projects completed within budget
  • Customer Service programme targets achieved
  • Customer complaints resolved
  • Stakeholder analyses documented
  • Customer Service training material upgraded as required
  • Staff appraised
  • Reports submitted according to schedule


  • Support the Agency in the management of complaints and processing of technical queries by implementing effective systems and procedures for timely resolution of issue
  • Manages the Agency’s Contact Centre operations
  • Implement mechanisms for maintaining call quality and resolution of queries/challenges, within established standards and facilitate maintenance of brand image
  • Review existing procedures regularly against the background of business intelligence and customer insight; identify the ‘root cause’ of customer service issue and complaints and introduce appropriate operational and tactical measures.
  • Monitor customer service quality through the use of various data gathering tools, activities and techniques including customer satisfaction surveys, media watch, mystery shopper, Agency-wide Business Unit customer service audits, quarterly reviews, one-on-one interviews; with a view to identify and resolve obstacles to the achievement of targets
  • Assist in the conduct of annual stakeholder analyses with a view to establish and maintain Service Level Agreements in line with the strategic imperatives of the Agency.
  • Support the HR department in the development of training material and courses in customer service principles, standards and the “PICA” methodology. Assist in delivery as required
  • Submit ad-hoc, project status, review and monthly reports as required
  • Perform any other related duties as assigned from time to time


KEY COMPETENCIES: The post holder needs to demonstrate the following competencies

  • Sound knowledge of laws and regulations governing Immigration, Citizenship and Passports in Jamaica
  • Sound knowledge of relevant computer applications and systems including word processing and spread-sheet applications
  • Sound project management capabilities
  • Sound interpersonal, presentation, and communication skills
  • Sound time management and ability to prioritise competing goals and activities
  • Sound judgment, analytical, planning and problem solving skills
  • Excellent and demonstrated creativity with respect to idea generation and solution implementation
  • Ability to influence, facilitate, negotiate and manage stakeholders with a variety of sometimes conflicting interests
  • Ability to bring creative and workable solutions to influence change, motivate staff and manage change
  • High level of flexibility and ability to see the big picture

QUALIFICATIONS – Education and Experience:

  • BSc in Business Administration, Entrepreneurship, Mass-Communication or equivalent qualifications
  • 5 years related experience at the managerial level

Aleta Bartley (Ms.)
Director, Human Resources, Assigned
If you believe you possess the above qualities and a strong desire to help the Agency fulfill its mandate, you are invited to visit our website for details. Submission of applications accompanied by detailed resume including the names of two (2) references should be submitted via the web to:Director, Human Resources
Passport Immigration & Citizenship Agency; 8 Waterloo Road, Kingston 10

No hand delivered application will be accepted
We appreciate your interest in these positions; however only shortlisted applicants will be contacted.

FRIDAY, NOVEMBER 16, 2018 @4:00pm
No hand delivered application will be accepted

We appreciate your interest in these positions; however only shortlisted applicants will be contacted.

Apply Now