Salary range $3,501,526 – $4,709,163 per annum

  • Reporting to the Director, Customer Relations, the Customer Relations Supervisor ensures that the AGD meets or exceeds the information and related needs of the Treasury’s customers while providing quality customer service to all internal and external customers.

Primary Duties:

  • Monitors and co-ordinates the operations of the Information/Customer Service Desk(s) and Contact/Call Center
  • Provides relevant information to the Public Relations Officer for public education
  • Conducts informative sessions on the operation of the Department and on pension  related and other matters, as required by the Public Relations Officer;
  • Participates in the development/update, implementation and monitoring of a Customer Service Charter;
  • Maintains effective procedures for the investigation of complaints from customers, in accordance with the Customer Service Charter;
  • Reviews and/or responds to enquiries or complaints or assigns to staff as necessary;
  • Responds to letters or other provided documented information that may be required by customers;
  • Acknowledges receipt of all enquiries/complaints in keeping with the Customer Service Charter;
  • Follows up with corrective action as soon as is practical and informs the customer of the outcome;
  • Investigates and deals with emergency cases;
  • Visits pensioners to verify their status, in order to maintain accurate and consistent payment, as may be necessary from time to time;
  • Participates in the development and implementation of a comprehensive training programme for staff as it relates to customer service in collaboration with the Training and Development Manager  (to include use of web based customer service database, the Treasury and it’s services, relevant statutes and regulations such as, but not limited to Access to Information, Pensions Acts, FAA Act, etc.)
  • Reviews on a continuous basis the Customer Service operations with a view to improve Customer Service and relations, including conducting customer feedback surveys, analyzing results and recommending relevant action;
  • Prepares monthly and quarterly reports along with any other reports or information that may be required with  respect to Customer Service

Qualification and Experience

  • A Bachelor’s Degree in Public Administration or Management Studies from a recognized tertiary institution, OR equivalent

Essential Experience and Knowledge:

  • At least five (5) years’ experience in customer service or related field, with at least two (2) of those at a supervisory level
  • Experience working with web based Customer Service database
  • Working knowledge of Government Accounting
  • Knowledge of the Finance Administration and Audit Act (FAA Act), the Pensions Acts, Regulations, Access to Information Act and other relevant statutes and regulations governing the activities of a Treasury
  • Knowledge of public Treasury operations
  • Working knowledge of banking operations

Required Competencies

  • Interpersonal skills: The ability to display sensitivity towards others, interact collaboratively with colleagues, to build long term internal and external relationships, and gain support to achieve desired objectives
  • Customer and Quality Focus: The ability to continuously ensure high standards of quality and service delivery to meet customers’ expectations
  • Managing the Customer Interface : Ability to work effectively with others, both internal and external to the Department, to deliver acceptable, customer-oriented and high quality service
  • Oral and Written Communication: The ability to communicate proficiently orally, in writing, and in one- on- ones face- to- face, with excellent public speaking skills
  • Use of Technology: The ability to accept and implement information technology in work activities to enhance organisational performance;
  • Collaboration and Team Work: The ability to be a collaborative business leader, and an inspiring professional who shows a genuine intention to participate and work co-operatively with others in pursuit of team goals
  • Change Management: The ability to maintain effectiveness in a changing environment and the willingness to respond quickly and positively to change, and to lead others through change and manage their concerns
  • Strategic Vision: The ability to develop a clear vision of the desired future state of the Department, demonstrate awareness of and or anticipate changing environmental trends, industry opportunities and threats/risks
  • Strategic Planning: The ability to develop effective plans in keeping with the Department’s objectives, including to effectively review policy issues, determine priorities, and set medium and long term goals
  • Performance Management: The ability to align resources, systems, standards and activities to effectively, efficiently and consistently meet the goals and strategic objectives of the Department are met in a consistent, effective and efficient manner
  • Analytical Thinking, Decision Making, and Problem Solving: The capacity to analyze problems promptly, choose between alternatives, and effect meaningful solutions
  • Leadership and Team Building: The ability to provide vision, direction, allocate responsibilities, delegate and motivate staff in one’s team, to include leading by example
  • Emotional Intelligence: Possession of  self-awareness, self-management, social awareness, and social skills – The ability to display behaviors appropriate to the AGD’s business and social environment
  • Integrity: The ability to consistently demonstrate sound ethical standards, observe the codes of conduct for employees and codes of professional practice, and show consistency between established values and behaviors, in order to build trust and credibility
  • Ability to work effectively under pressure

Applications accompanied by résumés should be submitted no later than, 7th February , 2025 to:

Director Human Resource Management & Development

Accountant General’s Department

21 Dominica Drive

Kingston 5

OR

Email: careers@treasury.gov.jm

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