About this role
[What the role is]
You will be part of the Communications & Community Engagement division, Service Quality Branch. You will work closely with internal and external stakeholders to develop, implement, and monitor service quality strategies within the organisation to enhance service delivery standards and drive continuous improvement.[What you will be working on]
Your responsibilities will include
1. Feedback case management
Advising Operations teams on how to manage feedback cases, including applying appropriate frameworks and crafting quality replies
Developing training materials and conducting regular evaluations to equip contact centre personnel with the knowledge and tools to competently carry out their responsibilities
2. Data analysis
Analysing feedback trends to identify areas of concern and suitable action plans to address issues
Preparing and presenting regular reports on quality service performance, trends, and improvement initiatives to senior management
3. Systems management and enhancements
Working with relevant stakeholders (internal and external) on systems enhancements, ensuring that systems can help manage public feedback effectively
4. Corporate website management
Approving content edits, evaluating requests for new modules, updating standard operating procedures, and managing regular website enhancements to improve user experience
5. Organisational and inter-agency service improvement initiatives
Driving organisational initiatives to streamline processes, track performance and identify improvement opportunities to raise service standards in NParks
Collaborating with internal stakeholders and external agencies on inter-agency projects to enhance coordination and better service through integrated, resident-centric approaches
[What we are looking for]
Experience in service transformation initiatives, systems management, data analytics, quality service management, user experience management, stakeholder engagement, or change management
Strategic thinking, analytical and problem-solving skills, with a rational, evidence-based approach to decision making
Interpersonal and communication skills, including ability to influence and collaborate across different organisational levels, with excellent command of English
Service-oriented, with emotional intelligence, empathy and understanding of public expectations and citizen needs
Able to work independently and manage multiple projects effectively in a fast-paced and dynamic working environment with competing priorities
On the job training will be provided.
Only shortlisted candidates will be notified.
Other facts
About Public Service Division
The Government Technology Agency of Singapore (GovTech) is the lead agency driving Singapore's Smart Nation initiative and public sector digital transformation. We harness the power of technology to make lives better for citizens, businesses, international audiences and the public service sector.
Our mission: Engineering Digital Government, Making Lives Better.
Our goal is to create a government that is "Digital to the Core, and Serves with Heart". We achieve this by using technology to create services that are easy, seamless and secure for people to use, and placing the needs of citizens and businesses at the centre of everything we do.
As a digital government, our public officers are also able to continually upskill, adapt to new challenges and work more effectively across agencies as well as with citizens and businesses in Singapore.
What you'll do
- You will manage feedback case management, data analysis, systems management, corporate website management, and service improvement initiatives. This role involves collaborating with stakeholders to enhance service delivery standards and drive continuous improvement.
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