Sr Mger/Asst Director [Service Quality Mgement - Netwk Services], WSN Dept

The incumbent's responsibilities include but are not limited to:

Customer Feedback Analytics & Management: • Oversee collection, management, and comprehensive review of customer feedback and queries using advanced data analytics tools • Conduct trend analysis and generate actionable insights through systematic data interpretation and reporting • Maintain and enhance customer feedback management systems, workflows, processes, and databases Stakeholder Coordination & Case Management: • Coordinate public and inter-agency feedback alongside service-related enquiries • Manage, monitor, and facilitate resolution of feedback and queries with internal and external stakeholders • Ensure timely case closure and maintain high service standards throughout the resolution process Continuous Improvement & Quality Assurance: • Lead cross-departmental improvement initiatives to address service delivery gaps • Support the Quality Service Manager in monitoring departmental case management performance • Manage service-related awards and funding schemes pertaining to municipal issues

Education & Experience: • Degree • Minimum 5 years of relevant experience in customer service or feedback management • Experience with customer feedback management systems preferred Core Competencies: • Strong analytical, organisational, and strategic planning abilities • Excellent written and verbal communication skills with active listening capabilities • Proven team collaboration skills with strong interpersonal abilities • Self-motivated with ability to multitask and work independently • Proficiency in Microsoft Excel and data management software for processing and analysing datasets Work Location Woodleigh Complex/non-shift