Manager / Service Quality

Role In Communications & Community Engagement Division

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.

Responsibilities

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.