Customer Service Officer v (8.00) [Suva]

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Job Description

The iTaukei Land Trust Board (TLTB), formerly known as Native Land Trust Board (NLTB) derives its existence from the Native Land Trust Act of 1940. Its core mandate is to manage iTaukei Lands with its Vision “To Excel in Land Services and the Economic Empowerment of our Landowners” TLTB Core Business is Sustainable Land Development to enrich the lives and livelihoods of our landowners. Our organizational Values are – Trust & Transparency, Accountability, United. Knowledgeable, Effectiveness & Efficiency and Integrity & Inclusivity.

The Customer Service Officer coordinates and manages the enquires and complaints procedure of TLTB. The officer will ensure that all enquires and complaints received by TLTB are fully investigated in line with the complaints procedure and feedback provided to customers. The officer will act as a first point of contact for all enquires and complaints received and actively promote best practices by using feedback from customer for process and service improvement.

Outcomes

Organisational Stakeholders
1. Customer Management
All customer complaints received are recorded in Customer Management System Processing of all complaints monitored and resolved in a timely, fair and transparent manner Management informed on issues of concern Monthly monitoring of complaints ensured including performance statistics, response time, trends and recurring issues Assist in resolving queries or complaints; and complaint chronologies and supporting evidence compiled and maintained Accurate and comprehensive records of complaint allegations and subsequent investigations maintained and progress reports provided as necessary Policies and procedures relating to customer complaints followed, adhered to and documented;
2. New Developments & Innovation
·      New developments and innovation in the field of complaints researched and appropriate recommendations for amendments/improvements to existing procedures submitted and sustained on an ongoing basis
3. Customer Service
·      Quality and efficient customer service to all internal and external clients of the Board maintained
4. Demonstrate TLTB image and values standards at all times:
Integrity of information maintained Confidentiality of information ensured Professional and ethical standards sustained An efficient, safe, healthy, motivated and environmentally-aware workplace
5. Continuous Learning
·         Continuous learning and development of own skills and knowledge base is ensured.
6. Any other assigned work
·         Efficient and effective delivery of any other assigned work

Responsibilities - Critical Competencies

Competence	Description
Business
Risk Management	Analyse and manage risk.
Planning	Deliver results by developing, reviewing or following a work plan, action plan or operational plan.
Systems and Procedures	Develop and/or apply procedures to assist the organisation achieve its goals.
Information Analysis	Make informed decisions by collecting and interpreting data and information
People
Innovation	Use original and creative thinking to make improvements and/or develop and initiate new approaches.

Qualifications

Qualification	Discipline	Notes
Preferred
Diploma	Management Studies, Land Management	or related field

Work Knowledge and Experience

1. 4 years of relevant experience in a specific area of work requiring specialized training
2. Understanding of and appreciation of the Fiji land tenure system and associated legislation and key stakeholder requirements
3. Experience in land management and leasing services (desirable but not essential)
4. High level communication and interpersonal skills, and the ability to communicate effectively and sensitively with complainants
5. Demonstrated ability to exercise initiative and judgement, establish work priorities, meet deadlines and manage time effectively in line with organizational goals and requirements
6. Demonstrated ability to maintain confidential information systems and databases, with appropriate security, and to generate routine reports
7. Evidence of self-motivation, initiative and well-developed analytical skills
8. Demonstrated commitment to quality customer service
9. Evidence of commitment to team work
10. Establishes high personal standards and serves as an effective role model
11. Advanced IT skills in work and excel and knowledge of Landsoft is desirable
12. Ability to manage change and handle a wide variety of stakeholders

Requirements

Language Proficiency
Excellent command of English
Regulatory Compliance Requirements
Driver’s License

Interactions

Interaction	Comments
Internal
All staff
External
General Public
Landowners
Tenants
Stakeholders

Attributes

Attribute	Definition
Behavioural Styles
Detail oriented	Attends to the small elements of a task/activity, ensuring completeness and accuracy.
Integrity	Adherence to moral and ethical principles; soundness of moral character; honesty.
Interpersonal Styles
Customer/Client Focused	Focused on client and customer satisfaction and ensuring high levels of service are maintained at all times
Objective	Impartial and honest in dealings with others, eliminating own feelings and view to reach a balanced judgement.
Thinking Styles
Analytic	Able to separate things into their constituent elements in order to study or examine them, draw conclusions, or solve problems.
Holistic thinker	Considers issues/situations as a whole rather than analysing or dissecting the parts.
Well organised	Controls tasks in a well thought out and critical manner.

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