[What the role is]
What the role is[What you will be working on]
As a Manager, you will be responsible for:
Reviewing and implementing the Appeals Framework for key programmes
Managing and addressing public enquiries and feedback adhering to policy guidelines and established protocols within stipulated timeframe
Being the key point of liaising and coordinating with team members and relevant divisions for query resolution in handling complex stakeholder queries and escalations
Driving the preparation of reports by collating and tracking data/ information / statistics for regular reporting and using data visualisations to present findings in appropriate formats in key meetings
Driving the review and updating key customer management documents such as knowledge articles, SOPs, templated responses to enhance efficiency, quality and performance consistency, and communicating changes and updates to policy and SOP to key stakeholders timely and effectively
Conducting training for staff to equip them to manage appeals
[What we are looking for]
At least 5 years of relevant work experience in service delivery operations and customer service environment
Possess effective interpersonal and customer engagement skills
Excellent written and verbal communication skills
Strong analytical and problem-solving skills that can translate analysis into in-depth case assessment and strong ability to handle exceptional cases
Proficiency in Excel for data entry, tracking, and generating reports
Self- motivated and resilient to be able to handle difficult customers
Meticulous and attentive to details
Successful candidates will be offered a 1-year contract with potential for a 1-year extension and consideration for permanent tenure thereafter
Candidates are encouraged to sign up for a Careers & Skills Passport (CSP) account and include your CSP public profile in your resume. Please check out www.myskillsfuture.gov.sg for details on the CSP.