Senior Officer/Executive, Service Excellence Office

National Library Board

Fixed Terms

Closing on 13 Oct 2025

What the role is

The National Library Board (NLB) nurtures Readers for Life, Learning Communities and a Knowledgeable Nation by promoting reading, learning and history through our network of 28 libraries across Singapore, the National Library and the National Archives of Singapore.

At NLB, you can look forward to a flexible, hybrid work environment with rewarding, impactful deliverables that improve the lives of the community. With caring colleagues, you will be in an ideal environment for professional development, innovation and impact.
We can offer you:
• A chance to Impact the Community, bridge gaps and empower everyone with the opportunity for learning and discovery.
• An opportunity to Innovate and Push Boundaries. We value ideas, curiosity and a passion for innovation to transform our libraries and archives.
• An organisation that Cares for your Growth and Wellbeing through investment in staff development and wellbeing in a supportive and collaborative environment.

The Service Excellence Office is part of the larger Partnership & Strategy Group at NLB. The candidate will be part of the Service Excellence Office handling customer queries, to ensure an efficient, customised service consistent with the service vision and commitment of NLB.
In addition to managing customer queries on various NLB services, the candidate would also be involved in projects, both within and across the division.

What you will be working on

To respond promptly and manage all customer queries (received through all channels and in particular, via emails) with accurate and proactive replies.
To keep up-to-date with NLB's e-services and take the initiative to educate customers on these services.
To be able to handle queries related to the eResources such as accessing the eBooks and assisting users on issues they encounter in accessing the eBooks.
To coordinate with service owners on resolution of cases within service standards.
To prepare any statistics required for divisional reporting and adhoc requests.
To work on any other administrative duties assigned to the staff.

What we are looking for

Staff should have a positive attitude, initiative and passion to learn and be able to work cohesively within a team and across NLB.
Be meticulous and have attention for details.
Possess strong interpersonal and communication skills especially in handling customer queries.
Have an interest and awareness of technological trends and be comfortable to adapting to them, for example, use of AI tools.

The successful candidate will be appointed on a 2-year contract at the first instance.

About National Library Board

To each reader, the library is a window to a vibrant imagination and exciting possibilities. For families, the library experience occupies a special in their hearts and of memories collected over generations. Libraries hold a special and familiar place in each of our hearts. NLB seeks to provide a trusted, accessible and globally-connected library and information service so as to promote a knowledgeable and engaged society. If you share our passion to create memorable library experiences for all our readers, we invite you to join the NLB family.

About your application process

This job is closing on 13 Oct 2025.

If you do not hear from us within 4 weeks of the job ad closing date, we seek your understanding that it is likely that we are not moving forward with your application for this role. We thank you for your interest and would like to assure you that this does not affect your other job applications with the Public Service. We encourage you to explore and apply for other roles within National Library Board or the wider Public Service.