Customer Service Jobs – Supervisor Service Quality – National Social Security Fund (NSSF)

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Job Title:      Supervisor Service Quality
Organization: 
Duty Station: Kampala,
Uganda
Reports to: Customer
Experience Manager
About US:
The National Social Security Fund (NSSF) is positioning itself to be
the Social Security Provider of Choice in Uganda. Our belief at the Fund is
that each employee contributes directly to the growth and success of the
business and each employee is expected to take pride in being a member of the
team.
Job Summary: The Supervisor Service Quality will
work closely with staff throughout the organization to ensure that NSSF
consistently provides a superior quality of service to our customers, both internal
and external. This means creating a distinct customer experience by generating
customer experience data, insights and analysis which can be used in the
formulation, development and implementation of the overall strategy for
promoting, enhancing and sustaining long term positive customer experience.
Key Duties and Responsibilities:
·        
Establishes
focus for the Service Quality section by developing and communicating goals and
an approved plan to help fulfil NSSFs vision and mission, and then executing
this plan.
·        
Develops
and manages service quality metrics for performance improvement of
teams, company-wide. Demonstrates familiarity with the tools, concepts and
methodologies of quality management
·        
Works
closely with various departments, particularly those that are customer-facing,
to ensure processes are documented, and to implement ongoing quality
improvements to these processes
·        
Responsible
for the Service Quality team’s performance – communicates performance
standards, provides timely, specific and constructive feedback, and takes
appropriate corrective action to address performance and conduct issues.
·        
The
jobholder understands the needs of our customers, both internal and external,
and delivers high quality, innovative services to meet their needs.
·        
Finds
ways to measure and track customer satisfaction for both internal and
external customers  
·        
Develop
mechanism to follow up and track the resolution of customer queries.
·        
Prepare
daily, weekly and monthly management information reports using data
representation methods to show the trend of customers served, and recommendations
and submit this to Customer Service Manager. This also includes seeking new
ideas and strategies to improve performance. Plan and participate in Customer connect week and CSR activity to
increase public awareness of the fund.
·        
Carry
out coaching sessions with staff to ensure consistency in application of
assessment standards
·        
Works
with service quality CSOs to ensure that customers are surveyed regularly and
their feedback channeled correctly. Ensures that customer feedback generated is
actioned on.
·        
Guide the development of customer insights
reports specifications, analysis of customer data across all touch points.
·        
Develop
standard customer service surveys when needed and reporting formats
·        
Build
and manage relationships with key customer impacting business units for service
efficiency



Qualifications, Skills and
Experience:
·        
The ideal candidate for the NSSF Supervisor Service Quality career
opportunity must hold a graduate
degree in business studies, social works and social administration, social
sciences or Hospitality.
·        
A
minimum of three years of related working experience working in a busy
commercial customer service environment.
·        
Excellent oral and written communication
·        
High
business acumen
·        
Customer
Service and Customer Focus
·        
Objectivity,
Dependability, Multi-tasking
·        
Good leadership and managerial skills
·        
Good
planning and organising skills
·        
Knowledge
of more than one language
·        
Team
work
·        
Good
problem solving skills
·        
Analytical
skills
·        
Good
presentation skills
·        
Product
Knowledge
·        
IT
skills- MS Word, Excel, PowerPoint
·        
Excellent
interpersonal skills
How to Apply:
All suitably qualified and interested candidates should send copies of
application letters, detailed CVs and academic credentials addressed to the
Head of Human Resources & Administration, and delivered to the Registry on
13th Floor Workers House for registration and onward transmission.
NB: Please note that
canvassing or lobbying will lead to automatic disqualification of the
candidate.
Deadline: 17th
November 2017
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