*Responsibilities* As a member of the frontline team at the MinLaw Services Centre, your primary role will be to assess the applicants’ financial circumstances as part of their eligibility for criminal legal aid. While speaking with the applicants, you will be expected to exercise empathy and be sensitive to the applicants’ situation. From time to time, you may also be redeployed to other customer-related roles such as responding to requests for call-backs, engaging in live chats or related work.

*Key Competencies* • [Customer Service and Case Management] Effectively deliver services, coordinate, and manage service cases, from the start of service requests to their resolution, including resolving service challenges and performing service recovery where needed. • [Service Quality and Standards] Manage, develop, and review the quality of services delivered through establishment of quality assurance standards and conducting quality checks to identify areas of improvement. • [Service Strategy and Policy Planning] Develop and maintain service-related policies, plans, schemes, and activities to achieve outcomes in line with the service vision. • [Service Workforce Capability Development] Develop the skills and knowledge of the service workforce through various methods of learning and good knowledge management practices. *Personal Traits / Work Experience* • Possesses good communication and interpersonal skills; and be citizen oriented. • Possesses good analytical skills, ability, and experience to engage with citizens of different backgrounds and circumstances. • Possesses strong personal drive to excel, and willingness to go the extra mile. • Be an effective team-player. • Must be able to write reasonably well as you are expected to draft responses to public queries. • Be effectively bilingual and articulate in spoken English and a second language when handling members of the public. • Conversant in dialects will be an asset, in view of the demographics of the members of public who MSC assists. • Able to handle projects, multi-task and adaptable. • Proficient in Microsoft Office Applications and IT savvy.

In Singapore, having the rule of law and advancing people’s access to justice are not just lofty ideals but the backbone of a functioning and a progressive society. At the Ministry of Law, not only do we contribute to developing the legal frameworks and policies that uphold our way of life, but also to providing community legal services that Singaporeans benefit from. The key policies we oversee include Singapore’s legal and intellectual property infrastructure, the civil and criminal justice systems as well as land resources. Our officers are experts from different fields, and enjoy an excellent and challenging career in a fast-paced environment with plenty of opportunity to grow. If you share our vision of shaping the future of Singapore, you will definitely fit right in here at MinLaw.