Working in a dynamic environment supporting the customer management process for programmes that the Division oversees. You will be the link between citizens and SSG for key programmes targeted at Individuals by managing and addressing public feedback, enquiries and appeals. You will provide insights from your engagements with citizens to help inform policy formulation and review to ensure programmes objectives are met.

As a Manager, you will be responsible for: • Implement the Appeals Framework for key programmes • Manage and address public enquiries and feedback adhering to policy guidelines and established protocols within stipulated timeframe • Collate and track data/ information/ statistics for regular reporting • Update key customer management documents such as knowledge articles and SOPs to enhance efficiency, quality and performance consistency

• At least 3 years of relevant work experience in service delivery operations and customer service environment • Possess effective interpersonal and customer engagement skills • Excellent written and verbal communication skills • Strong analytical and problem-solving skills that can translate analysis into in-depth case assessment and strong ability to handle exceptional cases • Proficiency in Excel for data entry, tracking, and generating reports • Self- motivated and resilient to be able to handle difficult customers • Meticulous and attentive to details Candidates without the required qualifications but possess the relevant work experience and required skills will also be considered.

SkillsFuture Singapore (SSG) is a statutory board under the Ministry of Education (MOE). It will drive and coordinate the implementation of the national SkillsFuture movement, promote a culture and holistic system of lifelong learning through the pursuit of skills mastery, and strengthen the ecosystem of quality education and training in Singapore. SSG will strengthen the adult training infrastructure by taking on all existing functions of the Committee for Private Education (CPE) and guide the Institute for Adult Learning (IAL) to enhance the capabilities and professionalism of adult educators. SSG will play a key role in the quality assurance for private education institutions and adult training centres. Together with educational institutions and training partners, SSG will ensure that students and working adults have access to high quality, industry-relevant training throughout life. SSG will also bring together synergies in continuing education and training (CET) and pre-employment training (PET), so skills requirements will continue to meet the demands of different sectors of the economy.