You will be part of the Communications & Community Engagement division, Service Quality Branch. You will work closely with internal and external stakeholders to develop, implement, and monitor service quality strategies within the organisation to enhance service delivery standards and drive continuous improvement.
National Parks Board
Manager / Service Quality
Fixed Terms
Closing on 21 Jan 2026What the role is
What you will be working on
Your responsibilities will include
1. Feedback case management
Advising Operations teams on how to manage feedback cases, including applying appropriate frameworks and crafting quality replies
Developing training materials and conducting regular evaluations to equip contact centre personnel with the knowledge and tools to competently carry out their responsibilities
2. Data analysis
Analysing feedback trends to identify areas of concern and suitable action plans to address issues
Preparing and presenting regular reports on quality service performance, trends, and improvement initiatives to senior management
3. Systems management and enhancements
Working with relevant stakeholders (internal and external) on systems enhancements, ensuring that systems can help manage public feedback effectively
4. Corporate website management
Approving content edits, evaluating requests for new modules, updating standard operating procedures, and managing regular website enhancements to improve user experience
5. Organisational and inter-agency service improvement initiatives
Driving organisational initiatives to streamline processes, track performance and identify improvement opportunities to raise service standards in NParks
Collaborating with internal stakeholders and external agencies on inter-agency projects to enhance coordination and better service through integrated, resident-centric approaches
What we are looking for
Experience in service transformation initiatives, systems management, data analytics, quality service management, user experience management, stakeholder engagement, or change management
Strategic thinking, analytical and problem-solving skills, with a rational, evidence-based approach to decision making
Interpersonal and communication skills, including ability to influence and collaborate across different organisational levels, with excellent command of English
Service-oriented, with emotional intelligence, empathy and understanding of public expectations and citizen needs
Able to work independently and manage multiple projects effectively in a fast-paced and dynamic working environment with competing priorities
On the job training will be provided.
Only shortlisted candidates will be notified.
About your application process
This job is closing on 21 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 National Parks Board or the wider Public Service.
About National Parks Board
At the National Parks Board (NParks), we take pride in conserving our natural heritage and enhancing green spaces for all to enjoy in our City in Nature. We have a multi-talented and highly passionate team that is driven by the goal to create a unique world-class living environment through excellence in biodiversity conservation, greenery and recreation, and veterinary care in partnership with the community. If you share our love for nature and animals, and our zest for innovation and continuous learning, we have the perfect working environment for you.
Learn more about National Parks Board