Public Appeals & Customer Insights Lead

skills and workforce development agency; Singapore; Presencial; SGD 90 000 - 120 000; Tempo integral

Resumo da oferta

The skills and workforce development agency is seeking a Manager to support the customer management process for programmes overseen by the Division. You will link citizens with SWDA by handling public feedback, enquiries, and appeals and provide insights to inform policy formulation.

As a Manager, you will review and implement the Appeals Framework, coordinate with teams for complex queries, prepare reports with data visuals for meetings, update SOPs and templated responses, and conduct staff

Qualificações

• At least 5 years of relevant work experience in service delivery operations and customer service.
• Effective interpersonal and customer engagement skills.
• Excellent written and verbal communication skills.
• Strong analytical and problem-solving skills that translate analysis into in-depth case assessment and strong ability to handle exceptional cases.
• Proficiency in Excel for data entry, tracking, and generating reports.
• Self- motivated and resilient to be able to handle difficult customers.
• Meticulous and attentive to details.

Responsabilidades

• Reviewing and implementing the Appeals Framework for key programmes.
• Managing and addressing public enquiries and feedback adhering to policy guidelines and established protocols within stipulated timeframe.
• Being the key point of liaising and coordinating with team members and relevant divisions for query resolution in handling complex stakeholder queries and escalations.
• Driving the preparation of reports by collating and tracking data/ information / statistics for regular reporting and using data visualisations to present findings in appropriate formats in key meetings.
• Driving the review and updating key customer management documents such as knowledge articles, SOPs, templated responses to enhance efficiency, quality and performance consistency, and communicating changes and updates to policy and SOP to key stakeholders timely and effectively.
• Conducting training for staff to equip them to manage appeals.

Conhecimentos

Interpersonal and customer engagement

Written and verbal communication

Analytical and problem-solving

Self-motivation

Resilience

Attention to detail

Ferramentas

Excel

Descrição da oferta de emprego

The skills and workforce development agency is seeking a Manager to support the customer management process for programmes overseen by the Division. You will link citizens with SWDA by handling public feedback, enquiries, and appeals and provide insights to inform policy formulation.

As a Manager, you will review and implement the Appeals Framework, coordinate with teams for complex queries, prepare reports with data visuals for meetings, update SOPs and templated responses, and conduct staff