[LTA-QSC2] DEPUTY/ASSISTANT MGR, CUSTOMER COMMUNICATIONS & SERVICE CULTURE

Public Service Division; Singapore; On-site; SGD 20,000 - 60,000; Full time

Job summary

A public-sector organization in Singapore is looking for a professional to drive service delivery improvements and customer communications. The role involves understanding customer needs, coordinating training for staff, and liaising with stakeholders to enhance service quality. Candidates with a background in English or Communications and experience in public service are preferred.

Qualifications

• Ability to present, write, and communicate well.
• Experience in service delivery and customer insights is preferred.
• Seniority will commensurate with experience.

Responsibilities

• Understand customer needs and review public-facing collaterals.
• Work with divisions to improve customer communications.
• Lead training for staff with low satisfaction scores.
• Liaise with stakeholders to facilitate training.
• Support Pro-Business related workstream analyses.

Skills

Communication skills

Customer experience

Service delivery

Education

Background in English or Communications

Job description

What the role is

You will join the Customer Communications and Service Culture (CCSC) Division and be part of the team to drive initiatives to improve our service delivery to the public. The Division is incharge of monitoring LTA service performance and also oversee initiatives to improve the service culture. Additionally, the division reviews public facing website and collaterals and letters and serve internal LTA divisions to ensure our public facing information is clear and easily understandable by members of public from different customer segments.

What you will be working on

The workscope will include:

1. Working with different LTA divisions to better understand customers’ needs and review the public facing collaterals such as information on LTA website, Onemotoring, as well as our letters or notices to the public is clear
2. Understand painpoint from survey and feedback data and work with divisions to leverage on various ICT tools to improve customer communications.
3. Lead and coordinate training for divisions staff with low satisfaction scores to help improve service delivery.
4. Liaise with internal or external stakeholders to facilitate training Support division service initiatives such positive service recognition initiatives such as Service awards, events like Townhall, workplan.
5. Support Pro-Business related workstream and analysis.

What we are looking for

• Background in English or Communications, with the ability to present, write and communicate well.
• Experience in service delivery, customer insights, customer experience, corporate communications, quality service management in public service preferred.
• Seniority will commensurate with experience.

As part of the shortlisting process for the role, you may be required to complete a medical declaration and /or undergo further assessment.