Job Description
What the role is
- Respond to public enquiries, monitor and analyse public feedback received
- Implement new processes to enhance operational efficiency and service delivery
- Drive and implement customer service initiatives
- Public Feedback Management and QSM Operations
- Oversee the handling of public queries to ensure timely response, and work with the respective divisions on the responses
- Facilitate the resolution of complex public feedback including appeals and those requiring multi‑agency input
- Uphold service delivery, streamline processes, and identify opportunities to provide greater value to stakeholders
- Conduct sampling checks on public feedback cases to uphold quality standards and identify areas for improvement
- Assist senior management in responding to select public queries
- Process Review and Implementation
- D...