Assistant Manager / Manager, Service Quality

Health Sciences Authority; Singapore; On-site; SGD 20,000 - 60,000; Full time

Job summary

A national health regulatory body in Singapore is seeking a candidate for a diverse role that spans customer service operations and healthcare regulatory transition. The successful candidate will manage daily customer service operations, engage with stakeholders, and contribute to customer service initiatives. With a minimum of 3 years of relevant experience and strong customer service skills, you will ensure high standards in feedback management and support critical health regulations.

Qualifications

• Minimum 3 years of relevant working experience in customer service and administrative functions.
• Experience in handling feedback and complaint cases via a customer feedback management system.
• Call-centre experience is advantageous.

Responsibilities

• Manage daily feedback management and case handling across HSA functions.
• Liaise with external agencies on complex complaints.
• Draft public replies and manage external communications.
• Conduct service quality monitoring and checks.
• Support corporate gifts administration and service awards management.

Skills

Customer service skills

Analytical thinking

Problem-solving abilities

Interpersonal skills

Attention to detail

Initiative for process improvement

Job description

What the role is:

Join our team in a diverse role spanning customer service operations, healthcare regulatory transition, and corporate support work in the Corporate Communications and Service Quality (CCSQ) department within HSA. The successful candidate will manage daily customer service operations including feedback management and case handling, support critical healthcare regulatory transition activities with stakeholder engagement, and contribute to customer service initiatives and corporate gift administration within CCSQ.

What you will be working on:

Customer Service Operations:

• Manage daily feedback management and case handling across HSA functions


• Triage and respond to public feedback queries and complaints


• Liaise with external agencies (e.g. on complex cross-agency complaints and no-wrong-door related queries)


• Draft public replies and manage external communications


• Develop frameworks and processes for complaint handling


• Maintain service quality standards and response timeframes


• Conduct service quality monitoring and checks

Support Work in CCSQ:

• Support service awards management and administration


• Corporate gifts administration and coordination


• Implement customer service initiatives and improvement projects


• Assist with centralisation of feedback management across HPRG functions

What we are looking for:

• Minimum 3 years of relevant working experience with good customer service skills, preferably in both frontline customer service and administrative function.


• Candidates who have handled feedback and complaint cases via a customer feedback management system and has Call-Centre experience will be advantageous.


• Candidates should demonstrate analytical thinking, problem-solving abilities, strong attention to detail, interpersonal skills, adaptability, and initiative for process improvement.

About Health Sciences Authority

The Health Sciences Authority (HSA) applies medical, pharmaceutical and scientific expertise through its three professional groups, Health Products Regulation, Blood Services and Applied Sciences, to protect and advance national health and safety. HSA is a multidisciplinary authority. It serves as the national regulator for health products, ensuring they are wisely regulated to meet standards of safety, quality and efficacy. As the national blood service, it is responsible for providing a safe and adequate blood supply. It also applies specialised scientific, forensic, investigative and analytical capabilities in serving the administration of justice. For more details, visit http://www.hsa.gov.sg/. For more updates on public health and safety matters, follow us on Twitter at www.twitter.com/HSAsg and LinkedIn at https://sg.linkedin.com/company/health-sciences-authority.