Join our team in a diverse role spanning customer service operations, healthcare regulatory transition, and corporate support work in the Corporate Communications and Service Quality (CCSQ) department within HSA. The successful candidate will manage daily customer service operations including feedback management and case handling, support critical healthcare regulatory transition activities with stakeholder engagement, and contribute to customer service initiatives and corporate gift administration within CCSQ.
Health Sciences Authority
Assistant Manager/ Manager, Service Quality
Fixed Terms
Closing on 26 Mar 2026What the role is
What you will be working on
Customer Service Operations :
- Manage daily feedback management and case handling across HSA functions
- Triage and respond to public feedback queries and complaints
- Liaise with external agencies (e.g. on complex cross-agency complaints and no-wrong-door related queries)
- Draft public replies and manage external communications
- Develop frameworks and processes for complaint handling
- Maintain service quality standards and response timeframes
- Conduct service quality monitoring and checks
Support Work in CCSQ :
- Support service awards management and administration
- Corporate gifts administration and coordination
- Implement customer service initiatives and improvement projects
- Assist with centralisation of feedback management across HPRG functions
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.
- Candidates should demonstrate analytical thinking, problem-solving abilities, strong attention to detail, interpersonal skills, adaptability, and initiative for process improvement.
About your application process
This job is closing on 26 Mar 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