Client Engagement Executive (JSS-OR)

New Hope Community Services; Singapore; On-site; SGD 47,000 - 62,000; Full time

Job summary

New Hope Community Services Limited is seeking a Client Engagement Executive to oversee shelter operations and ensure resident safety and well-being. You will collaborate with cross-functional teams, partners, and stakeholders to drive operational excellence and be a beacon of hope for the displaced and disadvantaged.

The role requires coordinating admissions, handling inquiries and payments, managing incidents, and supporting volunteers and maintenance activities.

Qualifications

• Minimum Degree or Diploma in relevant disciplines.
• At least 2 years of relevant working experience in similar sectors.
• Willing to work shift hours (including weekends) and be operationally ready for emergencies.

Responsibilities

• Oversee the operational functions of the shelter ensuring safety and well-being of residents.
• Schedule admissions and manage resident enquiries, complaints, and feedback.
• Lead dispute mediation and document mediations between residents.
• Coordinate with external agencies and stakeholders for shelter operations.
• Manage unit maintenance, procurement, and admin tasks.
• Engage volunteers and support shelter activities.

Skills

Communication

Leadership

Collaboration

Analytical thinking

Independent work

Education

Degree or Diploma

Tools

Microsoft Office Suite

IT Systems

Job description

Job Summary

As theClient EngagementExecutive at New Hope Community Services Limited, you will be an integral part of our mission to bring change into the lives of the displaced and disadvantaged in the community. This positionis responsible foroverseeing theoperational functions of our shelter and ensuring that the safety and well-being of the residents are taken care of.You’llhelp to improve decision-making processes and implement strategies to enhance operational excellence within the shelter.TheClient Engagement Executiveworks collaboratively with our dedicatedcross-functional teams, community partners, and stakeholders to be a Beacon of New Hope to the displaced and disadvantaged in the community.

Key Responsibilities

Client Supervision

• Schedule admissions of new residents referred by HDB.
• Attend to and record residents’ enquiries, complaints, or feedback and channel accordingly.
• Contact residents for any matters.
• Engage residents to pay their rental fees or to settle any arrears they may have.

Conflict Management

• Organise mediation session(s) with residents with dispute.
• Document mediations between residents.
• If any disputes occur between residents, check in with residents individually.
• Create and issue Warning Letters and Reminder Letters.
• Follow up with investigations on any matters arising from resident complaints.

Workplace Safety and Health

• Schedule and conduct inspections of units.
• Document investigations conducted andcreateincident reports for any incidents that occur.
• Stay up to date on any new SMM protocols and ensure SMM protocols are kept within the office and units.
• Liaisewith external agencies (e.g., Police,Government Agencies, etc.) on anyunlawfulissuesfound.

Stakeholder / Vendor Management

• Liaise withvendors to rectify any issues within the units.
• Liaise with the Finance Department to ensure payment ofvendors.
• Support external contractors to rectify any facilities issues.
• Support pest control for any pest-related matters.

Unit Maintenance / Logistics

• Discuss withtheProgramme / TeamLead and assign units to new admissions.
• Ensure assigned units are up to standard.
• Schedule unit checks upon resident discharge (2 days in advance byClient EngagementOfficers).
• Procurement of stationery and cleaning products/equipment for the shelter offices.

Administration

• Issue receipts to residents upon rental fee collection.
• Document rental collection on the Weekly Collection Report accurately.
• Manage Rental Fee Payment Tracker.
• Create Weekly,Monthly, and Ad-HocReports for HDB.
• Record any residents’ enquiries, complaints, or feedback accurately on Occurrence Log.
• Record any residents' complaints or requests on unit maintenance ontheRepair & Requests Log.
• Update and follow up on any assigned pending matters on Occurrence Log and Repair & Requests Log.
• Create incident reports for any incidents that occur.
• Ensure inventory records aremaintainedaccurately.

Volunteer Activity

• Manage volunteer activities at the JSS-OR.
• Liaise with volunteers to carry out activities at the shelter.
• Liaise with the Volunteer Management team and Donations team to coordinate rations / donations to the shelter.
• Assistin the procurement of items for any volunteer activities.
• Support any retreats organised by Kampung Siglap.

Others

• EngageClient EngagementOfficers to understand any issues faced and provide guidance withClient EngagementLead.
• Contribute to team discussions actively. Share new, useful ideas to improve the workflow and to improve the team’s efficiency.
• Any other related duties in New Hope CS as assigned by Reporting Officer.

Accountability

• Reports to SeniorClient Engagement Executive/ProgrammeLead

Competency Requirements

Core Competencies

• Communication:Excellent interpersonal and communication skills for effectivecommunication withresidents,team, community partners, and stakeholders.
• Leadership:Excellent team playerwith strong leadership and responsibility skills.
• Collaboration:Willing to work with the homeless and destitute. Able to handle shelter residents politely yet firmly.
• Good analytical and problem-solving skills.
• Self-motivated individual with the ability to work independently.

Technical Competencies

• Proficiencyin IT Systems and Microsoft Office Suite (e.g., Microsoft Word, Excel, PowerPoint, etc.).

Education and Experience

• Minimum Degree or Diploma in relevant disciplines
• At least 2 years of relevant working experience in similar sectors
• Willing to work shift hours (including weekends, and overnight shifts) and be operationally ready for emergency deployment onoff-days.
  

The intent of this job description is to provide a representative summary of the major duties and responsibilities of the position. You maybe requiredto perform job-related tasks other than those specifically presented in this description. This job descriptiondoes not constitutea contract of employment.