Manage public feedback, while assisting with other departmental initiatives such as administering corporate gifts policy.
Improve existing guidelines and documentation for public enquiries management to strengthen service delivery capabilities and support future team expansion (RTR).
Health Sciences Authority
Executive (Service Quality), Corporate Comms & Service Quality Dept (Temp 1 yr)
Contract
Closing on 09 Jan 2026What the role is
What you will be working on
Process Enhancement & Documentation
• Review and update the routing guides for public enquiries
• Document standard procedures for handling various feedback categories
• Develop templates and workflow documentation for case handling
Feedback Management
• Process and route public feedback through FMS system, including no-wrong-door cases
• Track case resolution timelines and coordinate with departments for prompt closure
• Liaise with FMS Support team to resolve system-related matters
Corporate Gifts Programme
• Support the procurement process and maintain systematic records
• Facilitate gift requests and coordinate distribution across departments
• Monitor stock levels and prepare replenishment requests
Project Support & Administrative Initiatives
• Support the publicity of compliments on SPICE platform
• Coordinate with MDDI on anti-scam messaging in public communications
• Contribute to departmental projects, events and audit preparations
• Process Goods Receipt verification for departmental purchases
What we are looking for
Minimum 3 years of relevant working experience with good customer service skills, preferably in both frontline customer service and administrative function.
Candidates who have handled feedback and complaint cases via a customer feedback management system and has Call-Centre experience will be advantageous.
About your application process
This job is closing on 09 Jan 2026.
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 Health Sciences Authority or the wider Public Service.
About Health Sciences Authority
The Health Sciences Authority (HSA) applies medical, pharmaceutical and scientific expertise through its three professional groups, Health Products Regulation, Blood Services and Applied Sciences, to protect and advance national health and safety. HSA is a multidisciplinary authority. It serves as the national regulator for health products, ensuring they are wisely regulated to meet standards of safety, quality and efficacy. As the national blood service, it is responsible for providing a safe and adequate blood supply. It also applies specialised scientific, forensic, investigative and analytical capabilities in serving the administration of justice.
For more details, visit http://www.hsa.gov.sg/.
For more updates on public health and safety matters, follow us on Twitter at www.twitter.com/HSAsg and LinkedIn at https://sg.linkedin.com/company/health-sciences-authority.
Learn more about Health Sciences Authority