Job: Customer Service Operations Supervisor (Level 5)

Title Customer Service Operations Supervisor (Level 5)
Categories Customer Service Operations Supervisor (Level 5)
Salary Salary Scale: $1,581,948 – $1,898,081 p.a. plus allowances
Start Date 07/02/2018
End Date 16/02/2018
Location Kingston
Job Information
  • To supervise the operations of the customer service point and liaise with the Immigration, Citizenships and Passport Services Units, at Head Office and the ICT Services, Finance & Planning and Administration Units to ensure the efficient and effective delivery of service to customers.
  • Information provided to customers
  • Documents scanned
  • Files transferred to Head Office
  • Documents issued to customers
  • Ensures adherence to the procedures governing the receipt and reviewing of applications and accompanying documents by customers, Desk Officers and other customer service staff
  • Resolves customer complaints and queries referred by staff supervised
  • Ensures that customer service records are maintained, including customer service logs 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, and ensures timely transfer of files and documents to headquarters
  • Monitors staffing levels and ensures adequate coverage of front line positions at all times
  • Periodically supervises mobiles and other off-site services provided from time to time to increase awareness and revenue for the Agency
  • Agrees objectives and performance targets with staff supervised and conducts interim and annual performance appraisals
  • Assesses staff training requirements on an on-going basis and ensures provision of structured training programmes and on-the-job coaching to develop skills
  • Prepares relevant monthly and ad-hoc reports as required
  • Performs any other related duties from time to time
KEY COMPETENCIES – The post holder needs to demonstrate the following competencies:
  • Thorough knowledge of laws and regulations governing Immigration, Citizenship and Passports in Jamaica
  • Sound knowledge of relevant computer applications and systems
  • Sound oral and written communication skills
  • Sound interpersonal skills, including handling conflicts and providing coaching and counselling
  • Sound decision-making and problem solving skills
QUALIFICATIONS – Education and Experience:
  • Diploma in Management Studies, or equivalent qualifications
  • Five (5) years related experience
  • On the job training in specialized areas

Toni Spencer (Mrs.)
Director, Human Resources
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

February 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.


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