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Senior Executive/Executive (Quality Service) - Ministry of Law Services Centre

Careers@Gov
Agency: Ministry of Law
Job no.: 529805
Work type: Permanent/Contract
Location: Singapore
Categories:Administration Support, Customer Service, Organisation Development, Public Relations/Corporate Communications/Psychology, Training and Development

In Singapore, having the rule of law and advancing people’s access to justice are not just lofty ideals but the backbone of a functioning and a progressive society. At the Ministry of Law, not only do we contribute to developing the legal frameworks and policies that uphold our way of life, but also to providing community legal services that Singaporeans benefit from. The key policies we oversee include Singapore’s legal and intellectual property infrastructure, the civil and criminal justice systems as well as land resources.

Our officers are experts from different fields, and enjoy an excellent and challenging career in a fast-paced environment with plenty of opportunity to grow. If you share our vision of shaping the future of Singapore, you will definitely fit right in here at MinLaw.

Responsibilities:

- Monitors feedback and enquiries received that are related to the quality of the departments’ service delivery, and ensures timely follow up with the respective departments and the writers of the feedback/enquiries. You may also be expected to deal with the members of the public in the course of your work.

- Assists the Assistant Quality Service Manager (AQSM) to identify process/competency gaps, suggests areas to improve and oversees the departments on the execution of new service excellence initiatives to enhance the overall quality of service delivery when the public interact with the Ministry’s operational departments at various touch-points (eg, calls, counters, written correspondences). 

- Handles the bi-annual Minimum Service Standards Audits (MSSA) and internal annual surveys that are related to improving customer satisfaction.  

- Assist AQSM to look into all IT system-related issues that affect MSC’s service delivery.

- Secretariat for the Service Excellence Committee Meeting (SECM) and prepares the QSM report on the statistics and analysis on public feedback to be tabled at SECM.

Requirements:

- Academic training in Mass Communications/Marketing/Business Management

- Excellent command of written and spoken English and one other language. Ability to speak one of the dialects will also be an asset

- At least 2 – 3 years of working experience in customer service, such as handling customer

- Experience in projects management and driving service excellence in an organisation will be an asset

- Strong knowledge in statistics and trend analysis

- Demonstrates strong leadership and has been an effective change agent

- Highly driven and adaptable, as well as able to handle multiple projects/multi-task

- Proficient in Microsoft Office Applications

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