1. Plan and implement strategies and programmes; set weekly, monthly and quarterly targets to ensure that the goals and objectives of the Customer Service Care Centre are completed.

2. Provide advice and guidance to the Customer Service team on addressing customer concerns and queries to deliver exceptional customer service.

3. Monitor and evaluate the performance of the Customer Service team to ensure enhanced performance and the achievement of targets, goals and objectives that will bring sustainable business growth.

4. Manage the Centre’s activities on SeeClickFix, Government Appointment Systems and all other mediums of customer communication to ensure that customer needs and queries are being addressed efficiently and in a timely manner.

5. Prepare weekly and monthly reports on customer concerns and queries and report out to the relevant stakeholders to ensure regular communication.

6. Build a strong team by keeping staff motivated through positive communication and feedback, and shape staff behaviour to accomplish desired results.

7. Coordinate and provide regular learning and information sessions to educate and inform the team of changes in services, policies and procedures to ensure their continued development and preparation.

8. Provide guidance to the Customer Service team through difficult calls or issues, diffusing angry customers, or handling issues that cannot be fielded by the Senior Customer Service Specialist or Customer Service Specialists.

9. Develops Customer Service Care systems by developing customer interaction and voice response systems, and voice networks; designing user interfaces.

10. Maintains professional and technical knowledge by tracking emerging trends in customer service operations management; attending educational workshops; reviewing professional publications; establishing personal networks; benchmarking state-of-the-art practices; participating in professional societies.

11. Schedule meetings, seminars and conferences to ensure that the Customer Service team stay informed of industry shifts, changes in policies, procedures or services to ensure the effective functioning of the Centre.

12. Prepare weekly, monthly, quarterly and annual reports on the Centre’s progress.

13. Perform any other related duties as required by Permanent Secretary or any senior officer in order to contribute to the effectiveness and efficiency of the Department.

1. Manage your own resources and professional development

2. Provide leadership in area of responsibility

3. Develop the trust and support of colleagues, stakeholders and line managers

4. Lead, plan and implement change

5. Obtain information for decision making

6. Provide information and advice to others

7. Assess and develop the performance of team and individuals

8. Ensure health and safety requirements are met in the area