Quality Service Manager (East, 5.25 days) - #1165546

About the Role:

• Manage all inbound emails and feedback received through the Authority’s official channels (approximately 250 emails per month).

• Handle enquiries relating to facilities, services, events, programmes, fault reporting, complaints, booking requests, and general municipal matters. Ensure all incoming emails receive an automated acknowledgement upon receipt.

• Perform First Email Resolution for enquiries that can be addressed directly, ensuring replies are courteous, accurate, empathetic, and issued within 3 working days, in accordance with service standards.

• Log all cases in the approved tracking system and maintain accurate, up‑to‑date records of status, actions taken, escalation, and closure.

• Escalate emails that cannot be resolved by QSM to the relevant department or officer within 0.5 working day or by end of the working day, whichever is earlier. Provide interim replies for complex cases requiring more than three (3) working days, keeping the sender informed of progress.

• Track escalated cases closely and follow up to ensure timely responses and closure within the committed service timelines. Escalate unresolved or high‑risk cases to the Authority where required.

• Route feedback and enquiries under the purview of other government agencies or statutory boards to the appropriate organization, in accordance with the approved escalation plan, and acknowledge the sender accordingly.

• Where necessary, contact members of the public via phone to ensure issues are fully understood and resolved.

• Develop, maintain, and comply with SOPs for email handling, escalation workflows, and business contingencies. Submit proposed SOPs (including escalation flowcharts) within the stipulated timeline after contract award and update them as required.

• Prepare and submit monthly tracking and performance reports to the Authority in the approved format. Monitor service performance metrics, identify recurring issues or trends, and support service improvement initiatives when requested by the Authority.

• Ensure strict compliance with data protection and confidentiality requirements, including secure handling of personal data, and sign the required Letter of Undertaking upon contract award.

• At manager’s discretion, Executive may be assigned to assist his peer on other duties.
  

About You:

• Minimum two (2) years of experience in a contact centre, customer service, or feedback management role.

• Strong proficiency in written English with the ability to craft clear, professional, and empathetic responses.

• Knowledge of customer service operations, escalation handling, and service recovery principles.

• Experience working with multiple stakeholders and contractors.

• Computer literate and proficient in Microsoft Office applications (Word, Excel, Outlook).

• Experience in public sector, facilities management, or municipal environments is an advantage.
  

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