Customer Experience & Appeals Manager

Skills and Workforce Development Agency; Singapore; On-site; SGD 70,000 - 110,000; Full time

Job summary

Skills and Workforce Development Agency in Singapore seeks an experienced Manager to lead customer management for national programmes. You will bridge citizens and SWDA, handling feedback, enquiries and appeals, and translating insights into policy and programme improvements.

You will drive data reporting, knowledge management, and staff training to ensure consistent service delivery and timely policy updates across divisions. Strong communication and analytical skills are essential.

Qualifications

• Minimum 5 years of experience in service delivery operations and customer service.
• Excellent written and verbal communication.
• Strong analytical and problem-solving skills.
• Proficiency in Excel for data entry and reporting.
• Meticulous and detail-oriented with ability to handle difficult customers.
• Candidate with relevant experience but lacking formal qualifications will be considered.

Responsibilities

• Review and implement Appeals Framework for key programmes.
• Manage public enquiries and feedback within policy guidelines.
• Coordinate with teams for complex stakeholder queries and escalations.
• Prepare reports and visualise data for meetings.
• Update knowledge articles, SOPs and templated responses.
• Conduct staff training on appeals handling.

Skills

Customer service

Interpersonal skills

Written and verbal communication

Analytical thinking

Excel proficiency

Stakeholder management

Education

Bachelor's degree in relevant field

Tools

MS Excel

Job description

Skills and Workforce Development Agency in Singapore seeks an experienced Manager to lead customer management for national programmes. You will bridge citizens and SWDA, handling feedback, enquiries and appeals, and translating insights into policy and programme improvements.

You will drive data reporting, knowledge management, and staff training to ensure consistent service delivery and timely policy updates across divisions. Strong communication and analytical skills are essential.