MANAGER / ASSISTANT DIRECTOR
QUALITY SERVICE SECTION
OPERATIONS MANAGEMENT DEPARTMENT
JOINT OPERATIONS DIVISION

Purpose of Job:

• To support SFA’s management of appeals against enforcement and public feedback

Duties:

• Process and close cases within service standards

i) Appeal against enforcement - Involves review of enforcement taken, appellants track record, mitigating grounds, and recommendation to reject or accede to appeal
ii) Feedback - Involves verification on reports/information provided by the investigating team, review of feedback provider’s concerns and review/revision of the reply

• Help oversee management of appeal cases within the team and check that the case is processed correctly
• Track service standards performance for the team and provide data analysis on case and performance trends
• Undertake periodic reviews of replies issued by division to members of public
• Undertake periodic business process reviews within division to improve case management
• Work with relevant parties to devise engagement strategies
• Represent teams at internal and external meetings

Requirements:

• Degree in mass communications, business administration or public relations
• Preferably 2-4 years of relevant experience in managing written public feedback in a public or private organisation. Those who have the same requisite years of experience in customer service for an organisation are welcome to apply
• Training in public and written communications (certificates of attainment to be produced)
• Proficiency in spoken and written English and one other mother tongue language
• Experience in manging difficult customer situations would be advantageous
• Ability in data science and analysis is advantageous

Work Location:

SFA HQ@JEM

We regret that only shortlisted candidates will be notified for the interview.