Citizen Experience Traineeship

Public Service Division; Singapore; On-site; SGD 30,000 - 40,000; Full time

Job summary

A governmental public service agency in Singapore is seeking a front-line service officer for a traineeship position. The role involves delivering comprehensive service to citizens, assisting with various government transactions, and promoting digital literacy. Candidates should possess strong interpersonal skills and effective communication abilities. This entry-level position offers a chance to develop skills in service delivery and public engagement while rotating among different service locations.

Qualifications

• Entry-level position suitable for candidates with strong interpersonal skills.
• Effective communication skills in English and conversational ability in a second language.
• Prior experience in customer service, retail, or hospitality is advantageous but not essential.

Responsibilities

• Provide comprehensive information and attend to enquiries across government schemes.
• Direct citizens to appropriate service channels and promote digital literacy.
• Maintain accurate records and track service statistics.

Skills

Interpersonal skills

Effective communication in English

Customer-oriented approach

Microsoft Office proficiency

Digital literacy

Job description

What the role is

This traineeship position contributes to building a first‑class Public Service through the provision of top‑class service delivery and product expertise which cuts across multiple agencies to citizens, across a network of ServiceSG Centres which serves as a “first stop physical concierge” for citizens who are not able to transact digitally with the Government. Through this traineeship, trainees will build their capabilities in service delivery, policy understanding, stakeholder engagement as well as soft skills in managing diverse citizen interactions.

What you will be working on

You will serve as a front‑line service officer at ServiceSG Centres, operating on a 5‑day rostered shift schedule (including weekends) from 9.00am to 6.00pm at ServiceSG Centres or 10.00am to 6.00pm at ServiceSG@CC locations. You may rotate among different centres based on operational requirements.

Key Responsibilities:

• Citizen Service Delivery: Provide comprehensive information, attend to enquiries, and facilitate both physical and digital transactions across diverse government schemes including financial assistance, application procedures, Singpass authentication, HDB applications (season parking, BTO), digital payments, PAssion card applications, course registrations, facility bookings, and passport applications, whilst ensuring adherence to established service standards and troubleshooting technical issues with government digital platforms.
• Customer Guidance and Education: Direct citizens to appropriate service channels, provide alternative solutions tailored to individual needs, and promote digital literacy by teaching citizens to navigate online government services independently.
• Administrative and Operational Support: Maintain accurate records through CRM system updates, track service statistics and case management, and provide general administrative support to centre operations to ensure smooth daily functioning.

What we are looking for

This is an entry‑level position suitable for candidates who demonstrate strong interpersonal skills and a commitment to public service excellence.

Essential Qualifications and Competencies:

• Ability to engage citizens professionally, maintain high service standards, and demonstrate a customer‑oriented approach with strong interpersonal skills to handle diverse citizen interactions effectively.
• Effective communication skills in English with conversational ability in a second language to serve Singapore's diverse population, along with the capability to explain complex policies and procedures in clear, accessible terms.
• Proficiency in Microsoft Office applications and comfort with digital platforms, coupled with the ability to guide and educate citizens through digital transactions.
• Capacity to work independently with minimal supervision while exercising appropriate discretion in daily tasks, staying current with policy and process changes, and knowing when to escalates complex issues to supervisors.
• Willingness to adapt to rotating work schedules and deployment across different centre locations, while taking initiative and demonstrating reliability in a dynamic service environment.
• Prior experience in customer service, retail, hospitality, or volunteer work involving public interaction would be advantageous but not essential.

About Public Division

The Public Service Division (PSD) stewards a trusted Singapore Public Service for a successful and vibrant Singapore. Our 4 key roles include:

• Developing a flourishing and diverse workforce by supporting our public officers' continual growth of skills and creating meaningful careers.
• Developing a forward‑looking and inspiring community of leaders who are united, resilient, and anchored in public service values and ethos.
• Building future‑ready public sector organisations by steering and supporting transformation of our organisations and catalysing innovations for organisations to work more effectively.
• Driving good governance, values and excellence to safeguard the integrity and reputation of the Public Service and uphold the trust of citizens.

Why Join Us

When you join PSD, you become part of a community that learns together and cares for one another. We look out for your well‑being and partner you in your career growth. Being in the business of developing people and driving transformation makes our work deeply purposeful. What you do will impact our public officers and agencies, and in turn make a difference to Singapore and Singaporeans.

People, Our Pride | Service, Our Pledge | Integrity, Our Core | Excellence, Our Quest |