Customer Care Officer (Kingston, Jamaica) - Ministry of Science, Energy & Telecommunications & Transport

 

Acts as a liaison between Divisions/Units and customers, handling requests, directing inquiries, resolving complaints, maintaining portfolios, databases, and customer records, aiming to enhance overall service efficiency.

Location: Kingston, Jamaica

Salary & Benefits: $1,984,305 - $2,668,670 per annum

Job Purpose

Under the general direction of the Manager, Customer Care, the Customer Care Assistant is responsible for assisting the general public in all aspects of their interaction with the Ministry with the objective of achieving the mandate of the Ministry. The incumbent will also manage customer inquiries and complaints and interact with customers to provide and process information.

Key Responsibilities

Technical/Professional:

• Serves as Liaison between Divisions/Units and the customers;
• Responds to customer requests/enquiries;
• Directs requests/enquiries to appropriate staff;
• Deals with customer enquiries or complaints by phone, post, email or direct interaction;
• Follows-up on customer enquiries not immediately resolved;
• Provides customers with product and service information;
• Maintains portfolio of the MDA’s products and services;
• Maintains portfolio of the business processes of all services of the MDA and its Agencies;
• Maintains database on key customers of the MDA and tracks customers interface with the MDA;
• Foresees possible delays or complications and plans strategies to avoid or minimize them;
• Analyzes situations to determine the best use of resources;
• Records details of issues and action taken;
• Updates relevant Notice Boards and the Libraries with information relevant to the customers in collaboration with the Corporate Communication and Public Relations Unit;
• Identifies, researches and resolves customer issues using the computer system;
• Recommends new systems, procedures or working practices to improve Customer Service efficiency;
• Recognizes documents and alerts the relevant staff of trends in customer calls;
• Completes call logs and reports;
• Collates information and prepares monthly/quarterly and annual reports;
• Maintains a log of customers complaints and queries;
• Communicates with internal divisions on Customer Service issues;
• Maintains the right style and matches customer pace;
• Participates in Quarterly Meetings of the Intra-Ministerial Customer Service Team and prepares relevant Minutes and reports;
• Performs any other related duties that may be assigned from time to time.

Required Knowledge, Skills and Competencies

Core:

• Good oral and written communication skills;
• Good interpersonal skills;
• Customer and quality focus skills;
• Good planning and organising skills;
• Teamwork and co-operation skills;
• Tact and Diplomacy;
• Managing the client interface.

Technical:

• Database entry skills;
• Report Writing skills;
• Proficiency in relevant software applications;
• Knowledge of the MDA’s policies and procedures;
• Knowledge of GOJ Customer Service policies and procedures.

Applications should be emailed to hr@mtw.gov.jm to the attention of:

Director, Human Resource Management and Development,

Ministry of Science, Energy, Telecommunications and Transport,

PCJ Building, 36 Trafalgar Road,

Kingston 10.

Secretary (Kingston, Jamaica) - Min. of Science, Energy, Telecommunications and Transport

 JOB PURPOSE

Under the general direction of the Senior Technology Officer/Office Manager, provides administrative, secretarial, programmatic and clerical support to staff of the secretariat and to maintain a functional office environment while performing a variety of non-complex duties.

KEY OUTPUTS

• Maintenance of Executive Director’s calendar/electronic diary;
• Coordination and scheduling of meetings;
• Management of travel arrangements;
• Maintained and secured filing system;
• Recorded and dispatched incoming and outgoing correspondence;
• Attendance at meetings, notes and minutes;
• Efficient customer service;
• Reports;
• Meetings arranged;
• Attend board meeting.

KEY RESPONSIBILITY AREAS
Administrative/Secretarial/Clerical

• Organizes meetings for the Commission as necessary;
• Maintains shared electronic folders containing calendar and contacts in the Microsoft Outlook program to ensure co-ordination;
• Handles routine correspondence on behalf of the Executive Director and other members of the Commission by retrieving and sending correspondence from intranet and internet;
• Receives and disseminates information on behalf of the Director and other members of the Division;
• Maintains the Executive Director’s diary electronically by recording appointments, meetings visit etc. on a day-to-day basis and confirms, cancels and reschedules appointment on the Executive Director’s behalf;
• Addresses matters relating to the general maintenance of the Commission;
• Liaises with internal and external customers;
• Attends meetings as required, makes notes and produces minutes for dissemination and followup action;
• Sorts, files and maintains alphabetical, numerical, and subject filing systems;
• Types forms, memoranda, reports and other copy material;
• Checks and compares data for accuracy and completeness;
• Gathers specified information and compiles routine reports;
• Develops and enters data into computer system, and in Excel sheets;
• Answers incoming calls phones according to agreed procedures and transfer to the appropriate staff;
• Records and relays detail information correctly from telephone calls to appropriate staff;
• Takes and distribute accurate messages;
• Greets the public and clients and directs them to the relevant officer;
• Receives, logs, sorts, distributes incoming and outgoing mail;
• Monitors incoming emails and respond or forward as required;
• Fax, scan and photocopy documents;
• Updates and maintains databases such as mailing lists, contact lists and client information;
• Retrieves information as requested;
• Co-ordinates and maintains staff administrative records such as staff parking, staff phones and payments;
• Types documents, reports and correspondence;
• Assists with event planning and implementation of programmes;
• Assists with updating and maintaining internet website as directed;
• Establishes, maintains and updates Facebook page for NCST to keep the public updated of our activities and programs;
• Monitors and maintains office supplies.

Other

• Performs any other related duties assigned from time to time by the

PERFORMANCE STANDARDS

• Assignments are of a high quality and completed within the agreed timeframe;
• Customers are treated promptly and courteously;
• Confidentiality and integrity are maintained;
• Board meetings arranged according to established guidelines;
• Meeting minutes recorded and produced according to establish guidelines and within agreed time frame;
• Diary maintained according to established standards;
• Payment of stipend coordinated according to establish standards. 

REQUIRED COMPETENCIES
The Performance Management and Appraisal System: Guideline System and Reference Manual –
Competency Framework informed the following with grade ‘1’ being the lowest and ‘3’ or ‘4’ the
highest
Core                             Level                         Functional                                                    Level
Oral communication         2                             Initiative                                                         1
Written communication     2             Use of technology (relevant computer                           1
                                                    applications – Microsoft Word, Mail Merge,
                                                PowerPoint, Excel, Publisher, Outlook etc.)

Customer and quality focus 2          Problem solving and decision making                     1

Team work and                  2 Planning and organizing (able to plan own work             2
and task)
cooperation

Interpersonal skills             2                 Technical Skills                                                        2
Compliance                       1

Quality of output               -                     •
Integrity                            4                     • Require limited supervision

                                                                • Work management and prioritizing skills
                                                                • Attention to detail
                                                                • Accuracy
                                                                • Flexibility
                                                                • Reliability
                                                                • Typing and minute taking ability
                                                                • Internet skills including use of e-mails,

                                                                  group messaging and data collection          

MINIMUM REQUIRED QUALIFICATION AND EXPERIENCE

• Four (4) CXC or GCE ‘O’ Level subjects inclusive of English Language and a numeric subject;
• Successful completion of the prescribed course of study at the Management Institute for National Development (MIND) or Diploma/Certificate from an accredited secretarial school or successful completion of Certified Professional Secretary Course;
• Proficiency in typewriting at a speed of 50 -55 words per minute and shorthand at a speed of 100 – 120 words per minute;
• Training in the use of Microsoft office and other relevant computer applications;
• Four (4) to five (5) years of relevant experience.

CONDITIONS ASSOCIATED WITH THE JOB

• May be required to work beyond normal working hours to meet critical deadlines;
• Prolonged use of computer.

AUTHORITY

• Signs specified correspondents on behalf of Supervisor.

Applications should be submitted no later than September 29, 2023 at 4:00 p.m. to:

Principal Director,

Corporate Services Division,

Ministry of Science, Energy, Telecommunications and Transport,

PCJ Building, 2nd Floor,

36 Trafalgar Road,

Kingston 10.

Applications should include the names and positions of two (2) senior persons who can provide a character and work-related reference.

Applications may also be forwarded to the email address: careers@mset.gov.jm

Additional details may be found on the Ministry's website: www.mset.gov.jm 

We thank all applicants for expressing an interest; however, only shortlisted candidates will be contacted.

Researcher/Analyst, etc (Kingston, Jamaica) - Ministry of Science, Energy and Technology (MSET)

 

Ministry of Science, Energy and Technology (MSET)

Career Opportunities

The Ministry of Science, Energy and Technology (MSET) invites applications from suitably qualified persons to fill the following posts:

• Cyber Analyst/Researcher (MIS/IT 7) Salary range: $2,622,489.00 - $3,117,316.00 per annum and any allowance(s) attached to the post.
• Director, Organizational Development and Performance Management Officer (GMG/SEG 3) Salary range: $2,551,250.00 - $3,032,364.00 per annum and any allowance(s) attached to the post,
• Director, Corporate Planning and Performance Management (GMG/SEG 4) Salary Range: $3,154,073.00 - $3,749,202.00 per annum and any allowance(s) attached to the post.

Submission of Applications:

Applications should be submitted to the address below no later than July 1, 2022 at 5:00 p.m. to the:

Director,

Human Resource Management and Development,

Ministry of Science, Energy and Technology,

PCJ Building, 1st Floor,

36 Trafalgar Road,

Kingston 10 .

Applications should include the names and positions of two (2) senior persons who can provide a character and work-related reference.

Applications may also be forwarded to the email address: careers@mset.gov.jm

Additional details may be viewed on the Ministry's website: www.mset.gov.jm

We thank all applicants for expressing an interest; however, only shortlisted candidates will be contacted.

Senior Compliance Officer (Kingston, Jamaica) - Ministry of Science, Energy & Technology

 CIVIL SERVICE OF JAMAICA

MINISTRY OF SCIENCE, ENERGY AND TECHNOLOGY

Job Description and Specification

GOVERNMENT ELECTRICAL REGULATOR (GER)

Date received in Human Resource Division

JOB TITLE: Senior Compliance Officer

GRADE: GMG/SEG 3

POST #s: 72118

DIVISION: Technical Audits, Reviews & Investigations

REPORTS TO: Chief Compliance Officer

MANAGES: Compliance Officer

JOB SUMMARY

Reporting to the Chief Compliance Officer, the Senior Compliance Officer has responsibility

for leading the review and investigation activities and ensuring the completeness, accuracy and

objectivity of all reviews carried out by the teams in the Department.

KEY OUTPUTS

• Operational plan developed;
• Department budget developed;
• Policies and procedures implemented;
• Reports prepared;
• Review programmes developed;
• Sample of inspections selected;
• Reviews and investigations conducted;
• Quality assurance review;
• Recommendations made based on audits;
• Evidence coordinated;
• Electronic system updated;
• Technical advice provided;
• Work plans prepared;
• Staff appraisals conducted.

KEY RESPONSIBILITY AREAS

Management / Administrative Responsibilities

• Participates in the preparation of the annual operational plan for the department to
• support the achievement of the Regulator’s strategic objectives;
• Provides input into the preparation of the annual budget for the Department to support
• the achievement of the Department’s strategic objectives;
• Takes corrective action where necessary to improve performance;
• Supports the implementation of operational policies for the Department in keeping
• with the strategic objectives of the Regulator;
• Implements modifications in work procedures and strategies to improve the overall
• efficiency and productivity of the Department;
• Provides guidance to staff to ensure efficiency and effectiveness;
• Prepares and reviews reports as required;
• Represents the organization, as appropriate, at various local, regional and

international conferences, workshops and meetings on policy or regulatory matters.

Technical/Professional Responsibilities

• Develops programmes for reviews 0f work carried out by inspectors ensuring that
• standards as stipulated by the Electricity Act are adhered to;
• Ensures a representative sample size of inspections to be reviewed is selected for
• review;
• Leads teams in investigations of problems encountered during the execution of
• reviews;
• Investigates complaints made by the public against inspectors deemed to have acted in
• contravention of the Electricity Act and Regulations; monitors the progress of
• investigations and reviews and signs off on investigation reports produced by
• inspectors;
• Provides appropriate levels of supervision and quality assurance review to ensure that
• reviews performed by the teams are competently performed and meet established
• standards for documentation, thoroughness and accuracy;
• Prepares reports and makes recommendations for appropriate action as necessary;
• assists with the drafting recommendations for suspension or revocation of a license;
• Gathers evidence and information related to cases under investigation for Appeal
• Hearing/review meetings;
• Monitors and coordinates work activities ensuring the electronic system is updated
• with all matters related to reviews and investigations;
• Keeps abreast of trends in the industry and makes recommendations for improving the
• review and investigation process;
• Provides technical advice to the Chief Compliance Officer on matters related to
• reviews and investigations.

Human Resource Responsibilities

• Provides leadership and guidance through effective planning, delegation,
• communication, training, mentoring, coaching and discipline;
• Coordinates the development of individual work plans and recommends performance
• targets for the staff assigned;
• Evaluates and monitors the performance of direct reports and implements appropriate
• strategies;
• Recommends transfer, promotion and approves leave in accordance with established
• Human Resource Policies and Procedures;
• Monitors the performance of staff and facilitates the timely and accurate completion
• of the staff annual performance appraisals and other periodic reviews;
• Effects disciplinary measures in keeping with established guidelines/practices.

Other Duties

• Performs any other related duties consistent with the category, nature, functions and

objectives of the job.

PERFORMANCE STANDARDS

• Operations plans and budgets are produced and delivered on time;
• Review programmes developed within the required timeframe taking into
• consideration appropriate sample size of inspections for review;
• Reviews and investigations conducted with a high level of integrity and in a manner
• that is consistent with established policies, processes, procedures, and the Electricity
• Act;
• Policies and procedures implemented in accordance with established standards;
• Quality assurance review is comprehensive and done in accordance with established
• standards and procedures;
• Reports produced are error free and submitted on time and in established format;
• Electronic system updated within the required timeframe and system required are
• adhered to;
• Technical advice and recommendations provided are sound and supported by
• appropriate data;
• Work plans conform to established procedures and implemented according to
• established rules;
• Staff welfare and development matters are responded in a timely manner;
• Performance appraisals are completed within the required timeframe.

CONTACTS

Internal Contacts

• Department Heads;
• Committee of Examiners;
• Parent Ministry.

External Contacts

• Electrical Inspectors;
• Complainants;
• Jamaican Courts if applicable;
• Industry Stakeholders.

REQUIRED COMPETENCIES

Core

• Excellent oral and written communication skills;
• Excellent Customer Service skills;
• Excellent inter-personal skills;
• Ability to work well in a team as well as alone;
• Results oriented.

Technical

• Sound knowledge of the Electricity Act and Regulations and any other related policies
• Sound knowledge of Electrical Technology;
• Excellent stakeholder management and relationship building skills;
• In depth understanding of safety codes and regulations and safety management
• principles;
• Good project management skills;
• Excellent analytical and investigative skills;
• Good problem solving and decision-making skills;
• Ability to prepare reports, formulate positions on issues, articulate opinions concisely
• conveying necessary information and make and defend recommendations;
• Excellent planning and organization skills;
• Proficiency in the use of relevant computer applications;
• Excellent People Management skills.

MINIMUM REQUIRED QUALIFICATIONS AND EXPERIENCE

• Bachelors degree in Electrical Engineering, or related discipline;
• Must be a Registered Electrician;
• Experience in carrying out Electrical Inspections;
• Experience in carrying out High Voltage Inspections;
• At least 3 years’ relevant experience.

SPECIAL CONDITIONS ASSOCIATED WITH THE JOB

• The job holder may be required to travel island wide.

AUTHORITY

• Recommends strategies to improve the audit and investigation processes;
• Recommends hiring, transfer, promotion, termination, discipline and dismissal of staff
• in compliance with stated human resource policies and procedures;
• Recommends training and development for staff;
• Approves expenditure according to the prevailing limits and observing the allowable

budget.

Submission of Applications:

Applications should be submitted to the address below no later than January 28, 2022 to the:

Director, Human Resource Management & Development

Ministry of Science, Energy and Technology

PCJ Building, 1st Floor

36 Trafalgar Road Kingston 10

Applications should include the names and positions of two (2) senior persons who can provide a character and work-related reference.

Applications may also be forwarded to email address: careers@mset.gov.jm

We thank all applicants for expressing an interest; however, only shortlisted candidates will be contacted.