Quality Service Manager - Expression of Interest

​​About the Role

• Manage all inbound emails and feedback received through the Authority’s official channels (approximately 250 emails per month).

• Handle enquiries relating to facilities, services, events,programmes, fault reporting, complaints, booking requests, and general municipal matters.Ensure all incoming emails receive an automated acknowledgement upon receipt.

• Perform First Email Resolution for enquiries that can be addressed directly, ensuring replies are courteous,accurate, empathetic, and issued within 3 working days,in accordance withservice standards.

• Log all cases in the approved tracking system andmaintainaccurate,up‑to‑daterecords of status, actions taken, escalation, and closure.

• Escalate emails that cannot be resolved by QSM to the relevant department or officer within 0.5 working day or by end of the working day, whichever is earlier.Provide interim replies for complex cases requiring more than three (3) working days, keeping the sender informed of progress.

• Track escalated cases closely and follow up to ensuretimelyresponses and closure within the committed service timelines.Escalate unresolved orhigh‑riskcases to the Authority whererequired.

• Route feedback and enquiries under the purview of other government agencies or statutory boards to theappropriateorganization,in accordance withthe approved escalation plan, and acknowledge the sender accordingly.

• Where necessary, contact members of the public via phone to ensure issues are fully understood and resolved.

• Develop,maintain, andcomply withSOPs for email handling,escalationworkflows, and business contingencies.Submit proposed SOPs (including escalation flowcharts) within the stipulated timeline after contract award and update them asrequired.

• Prepare andsubmitmonthly tracking and performance reports to the Authority in the approved format.Monitor service performance metrics,identifyrecurring issues or trends, and support service improvement initiatives when requested by the Authority.

• Ensure strict compliance with data protection and confidentiality requirements, including secure handling of personal data, and sign the required Letter of Undertaking upon contract award.

• Atmanager’sdiscretion, Executive may be assigned toassisthis peer on other duties.