Customer Experience & Appeals Manager

Skills and Workforce Development Agency; Singapore; On-site; SGD 56,000 - 89,000; Full time

Job summary

Skills and Workforce Development Agency in Singapore seeks a Manager to support the customer management process for division programmes, acting as the link between citizens and SWDA to handle feedback, enquiries, and appeals. You will gather insights to inform policy and ensure programme objectives are met.

You will lead the Appeals Framework, coordinate with teams for escalation, prepare regular data-driven reports with visualisations, refresh knowledge bases and SOPs, and train staff to manage

Qualifications

• At least 5 years of relevant work experience in service delivery operations.
• Excellent written and verbal communication skills.
• Strong analytical and problem-solving abilities.
• Effective interpersonal and customer engagement skills.
• Proficiency in Excel for data tracking and reporting.

Responsibilities

• Reviewing and implementing the Appeals Framework for key programmes.
• Managing public enquiries and feedback per policy and timelines.
• Coordinate with team members and divisions for complex queries.
• Prepare reports by collating data and presenting findings in meetings.
• Update knowledge articles, SOPs, and templated responses for efficiency.
• Conduct training to equip staff to manage appeals.

Skills

Interpersonal skills

Customer engagement

Written communication

Verbal communication

Analytical thinking

Excel proficiency

Resilience

Attention to detail

Public feedback handling

Tools

Excel

Job description

Skills and Workforce Development Agency in Singapore seeks a Manager to support the customer management process for division programmes, acting as the link between citizens and SWDA to handle feedback, enquiries, and appeals. You will gather insights to inform policy and ensure programme objectives are met.

You will lead the Appeals Framework, coordinate with teams for escalation, prepare regular data-driven reports with visualisations, refresh knowledge bases and SOPs, and train staff to manage