Senior Assistant Executive/ Assistant Executive, Public Comms, Comms Div

An overview of what the branch/section handles• The CNB Public Communications Unit is responsible for managing the Bureau’s communications and media relations activities. Our strategic aim is to create public awareness of CNB’s programmes, policies and enforcement efforts with a view of gaining public support in our enforcement, preventive drug education as well as in Singapore’s zero-tolerance stance towards drugs.• The Public Communications Unit’s work ranges from media relations (e.g. news releases, publicity features), social media outreach (including the communications strategy, content development and production/commissioning of media content in infographic, visual or video format), publications, to internal communications matters such as conceptualising and disseminating CNB-wide corporate communications messages.• The Public Communications Unit is also responsible for the CNB Feedback Unit which manages feedback from members of the public. The CNB Feedback Unit supports the CNB Quality Service Manager in driving the organisation’s service quality and standards.

Jobscope• The jobholder primarily supports the CNB Feedback Unit in the area of Feedback Management and reports to the Manager/Senior Manager (Public Communications). The jobholder manages and provides timely resolution to enquiries, requests, feedback and appeals from the public on CNB, drug-related information, or preventive drug education-related matters. He/she will work with relevant internal stakeholders, and with external stakeholders if necessary, to ensure timely responses to public feedback.• He/she will also support the Public Communications Unit and Communications Division in the areas of media (daily media monitoring, media publicity), corporate communications (content creation, publications), administrative and logistical support (including procurement, inventory management, visitor management, secretariat/coordination work). He/she may be called upon to support the Communications Division in event management.Responsibilities:Feedback management (primary responsibility)• Manage public feedback via e-services feedback form and correspondence (email, letter).• Handle feedback in a timely manner, and with professionalism, courtesy, efficiency, effectiveness and empathy, according to service standards.• Maintain and update public feedback received into a customer-relationship management system (CRMS) for case-assignment, case-management and records/knowledge management. The CRMS will be used to track and follow-up on each interaction and resolution.• Work with internal stakeholders, and with external stakeholders if necessary, and ensure that the responses to public feedback are robust, relevant, and timely. Monitor and follow up with internal stakeholders on outstanding feedback issues, ensuring proper closure and reply are provided to feedback providers within the stipulated response time.• Draft formal replies as necessary, and manage the escalation of cases as necessary to supervisors and CNB Quality Service Manager.• Analyse feedback statistics and prepare regular statistical reports for Senior Management, and other ad-hoc reports and analysis as required.• Undertake a proactive role in providing operational insights to identify improvements to policies and processes.• Serve as a resource-person for internal stakeholders on service-quality management, and maintain positive working relationship with internal and external stakeholders.Media and corporate communications• Media monitoring and analysis:On a daily basis (weekdays), assist to read and summarise news as assigned, collate inputs from fellow team members and prepare a daily (weekdays) broadcast of news of interest to CNB officers and management.• Media comms support:To support and augment the Public Communications team in the organising of press conferences and media visits, and assist to disseminate approved news releases (including uploading onto the CNB website, and via internal broadcasts) in a timely manner.• Corporate communications and website management:The officer may be called upon to assist the Public Communications team with content creation, simple design work and publications (for both external and internal communications) and to support website management (including enhancements and content migration).Administrative and logistical support• Resource planning and procurement:To support the operational needs of the Public Communications team, the officer will be involved in budget planning and resource planning. The officer will assist in the procurement of goods, services, equipment required for media content and operations.• Management of fixed assets and inventory:To provide administrative and logistical support in the management of corporate gift inventory, fixed assets and publicity collaterals.• Secretariat support, event support and welfare management:The jobholder may be called upon to support the Communications Division in secretariat support for meetings (e.g. visitor management), and in the running of public events (e.g. annual DrugFreeSG Light-Up, book launch, appreciation events). He/she will work with team members to coordinate welfare activities for the Communications Division.Other responsibilities• Perform any other duties that may be assigned from time to time by supervisor.

Job Requirements:• Good writing skills; proficient in written and spoken English.• Good team player, highly committed and full of initiative.• Good communication and project management skills.• Strong interpersonal skills in order to work with different stakeholders.• Some experience in feedback management, marketing, public affairs or corporate communications would be an asset.• Able to multi-task and work well under tight deadlines.We regret that only shortlisted candidates will be notified for the interview.

Central Narcotics Bureau keeps Singapore safe from drug abuse through: enforcement action against drug traffickers and abusers, leading and co-ordinating preventive drug education, assisting and forging a national consensus of zero tolerance towards drug abuse and identifying and recommending new legislative and other measures.