Job Objectives

Oversee the development of a customer care system that ensures the delivery of exceptional government services according to best practices and enhances the customer experience while increasing satisfaction through quality service improvement and effective complaint and suggestion management.

Responsibilities and Supervisory Duties

Strategic Affairs

·Prepare short- and medium-term operational plans and objectives for the Customer Care department and align them with management and sector plans.

·Participate in developing policies and procedures for the department and ensure their implementation in operations while working on necessary improvements.

Financial Affairs

·Prepare the annual budget for the Customer Care department, obtain the necessary approvals, and monitor budget implementation to ensure optimal use in accordance with financial policies.

Development

·Instill leadership, manage and motivate employees, set goals for them, and track performance indicators, review employee performance, recommend appropriate training programs, and provide advice on resource management for the Customer Care department to achieve the overall objectives of the administration and authority.

Operational Responsibilities and Duties

1. Participate with the relevant service ownership departments to inventory services, update their data, review service requirements and procedures, approve the final version, and disseminate it through official channels to achieve clarity and transparency in the services provided and improve the customer experience.

   
   

2. Supervise the preparation and updating of Service Level Agreements (SLAs) with relevant departments, ensuring their alignment with the authority's directives and best practices to establish clear and binding expectations for service levels and quality between departments, ensuring clarity of roles and responsibilities.

   
   

3. Develop plans for field visits and periodic evaluations of service centers, supervise their implementation, and use checklists to measure compliance and raise reports with observations and develop corrective plans to ensure service delivery according to approved standards and achieve consistency among service centers.

   
   

4. Follow up on analyzing the results of customer satisfaction surveys and extract strengths and weaknesses, then hold workshops with relevant departments to discuss the results and prepare and implement improvement plans and follow up on their impact to enhance service quality based on customer feedback and real evaluations.

   
   

5. Develop a unified system for receiving and classifying complaints and suggestions and thank-you messages received through various channels, set timeframes for processing complaints by type, and follow up on closure while ensuring customer satisfaction with the solution to enhance customer trust through effective and timely responses to their complaints.

   
   

6. Manage the suggestions system by launching multiple channels to receive suggestions and follow up on their evaluation with relevant departments, working to close them to encourage innovation and benefit from the ideas of customers and employees in developing services.

   
   

7. Supervise the training and awareness of complaint and suggestion coordinators and follow up on the implementation of periodic training workshops and courses to ensure the unification of practices and raise the efficiency of dealing with complaints and suggestions.

   
   

8. Establish frameworks for preparing and implementing communication plans with customers that include initiatives and activities, and work on organizing councils and workshops for customers to gather observations, analyze them, and link them to improvement plans to enhance partnership with customers and improve interaction levels.

   
   

9. Enhance performance efficiency and achieve excellence in service delivery in service centers and contact centers by participating in setting clear evaluation criteria (such as: service time, service quality, customer satisfaction) and conducting periodic evaluations (field and electronic) and then following up on the preparation of comprehensive performance reports with improvement recommendations.

   
   

10. Establish an effective governance framework that ensures performance measurement against service level agreements, analyzes deviations, activates corrective actions, and institutional accountability, ensuring accountability of the relevant parties according to objective and transparent criteria.

    
    

11. Support decision-making by providing accurate data and in-depth analyses of service performance and customer experience, monitoring trends, challenges, and improvement opportunities in customer satisfaction, complaints, and suggestions, measuring the achievement of performance indicators, and linking results to the strategic goals of the entity.

    
    

12. Enhance the customer experience through digital channels and increase the usage rate of smart services by analyzing user behavior and ensuring ease of use in collaboration with digital transformation management and future technologies.

    
    

13. Prepare proactive scenarios and test and improve readiness periodically to ensure continuity of service delivery under various circumstances.

    
    

14. Identify potential risks in service delivery and prepare proactive response and mitigation plans to ensure risk reduction that affects service quality and customer satisfaction..

    
    

15. Contribute to the development oftools and various channels to identify needsand requirements of customers and work on renewing improvement opportunities related to customer engagements.

    
    

16. Supervise the preparation of performance indicators related to processing engagements and review reports and results to identify and analyze performance gaps, prepare developmental and training plans for employees, raise performance levels, and raise recommendations for improvement.

    
    

17. Establish frameworks and procedures for engagement systems and follow up on resolving them and supervise the provision of feedback on engagement systems and follow up on corrective actions.

    
    

18. Supervise the preparation of training programs to train employees at the management level and follow up on training and periodic evaluation to raise performance levels.

    
    

19. Build and enhance partnerships and coordination with relevant entities to ensure effective engagement with customer engagements and inquiries according to best practices and approved quality standards, supporting the improvement of customer experience and raising their satisfaction levels.

    
    

20. Prepare periodic reports on the workflow and achievements and the extent of achieving targets and performance indicators, presenting challenges and raising corrective proposals.

    
    

21. Comply with the information security policies and procedures adopted by the authority and work to comply with the controls to ensure the confidentiality of information.

    
    

22. Any other tasks or responsibilities within the scope of the job responsibilities.

    
    

Educational Requirements

·Bachelor's degree in Business Administration or Quality and Institutional Excellence or equivalent

·Proficiency in both Arabic and English (Speaking and Writing).

Experience Requirements

·Years of experience: 10 or more in a related field, including 3 years of supervisory experience

·8 years or more if holding higher degrees such as a Master's or Doctorate or relevant professional certifications.