Senior Community Relations & Mediation Lead

Jalan Besar Town Council; Singapore; On-site; SGD 72,000 - 96,000; Full time

Job summary

Jalan Besar Town Council is seeking a Senior Resident Relationship Officer to act as a key liaison between the Council, residents, grassroots partners, and public agencies. You will lead resolution of complex resident feedback, oversee estate-level outreach, and drive proactive engagement across public housing estates.

You will manage sensitive social assistance cases, support governance walkabouts, mentor junior officers, and ensure high standards of service.

Qualifications

• Diploma or degree in Mass Communication, PR, BA, Social Work, or related fields.
• 3–5 years of frontline customer service or resident relations experience.
• Proven mediation and conflict-management skills with empathy and tact.
• Excellent written and spoken English; second local language is a plus.
• Familiar with Town Council By-Laws, HDB practices, and local social networks.
• Proficient in Microsoft Office, CRM systems, and digital feedback tools.
• Willing to attend evening or weekend community events.

Responsibilities

• Resolve resident feedback and conflicts; de-escalate disputes and provide updates.
• Engage Grassroots Organisations, Citizens' Consultative Committees, Residents' Networks and government agencies.
• Plan educational campaigns, town halls, and community events.
• Assess financial hardship for Service & Conservancy Charges and route referrals; arrange payment plans.
• Lead and mentor junior officers; monitor trends and propose preventive strategies.

Skills

Customer service

Resident relations

Community engagement

Mediation

Education

Diploma or Degree in Mass Communication, Public Relations, Business Administration, Social Work, or related fields.

Tools

Microsoft Office

CRM systems

OneService portal

Job description

Jalan Besar Town Council is seeking a Senior Resident Relationship Officer to act as a key liaison between the Council, residents, grassroots partners, and public agencies. You will lead resolution of complex resident feedback, oversee estate-level outreach, and drive proactive engagement across public housing estates.

You will manage sensitive social assistance cases, support governance walkabouts, mentor junior officers, and ensure high standards of service.