Consultant/Senior Consultant, Service Excellence

  • Job Category
    Information Technology, Public / Civil Service
  • Contract type

Job Description

Purpose of job:

The Manager/ Senior Manager (Service Excellence) supports The Collaboratory’s vision of making STB more agile, innovative and user-centric. Through the Service Excellence department, we aim to make every customer an ambassador of Singapore by providing effortless and hyper-personalised customer support in the following ways:

1) Understand our customers: Leveraging 360-data from our managed channels, and conducting primary user research to gain richer customer insights to guide our service strategies;

2) Drive STB's service quality plan: Collaborating with internal and external stakeholders to continuously fine-tune service delivery, through constant review and implementation of enhanced service policies and standards, processes and people skills; and

3) Champion thought leadership in service innovation: Exploring new service technologies that would enhance customer experience and engagement, while achieving greater frontline productivity (e.g. through Zero Contact Resolution/ self-service options). We're looking for a highly motivated individual who possesses a customer-centric mind and is passionate about customer service. If you have a deep understanding of customer service operations, well-versed in handling challenging customer situations, and have a proven track record in implementing continuous improvement to deliver unbelievable customer service, we'll love to meet you!

Main Responsibilities:

Overseeing STB's Contact Centre operations and Quality Service Manager (QSM) functions, you are the driver of excellent service for STB's customers. You will:

1.      Develop a culture of service excellence within STB, by designing the service charter and ensuring organisation-wide support for successful implementation

2.      Facilitate knowledge sharing to enable accurate and timely dissemination of information from STB to our customers, and likewise surface feedback from our customers to STB line units/ Management for service improvements

3.      Create targets for excellent service delivery that will enhance customer satisfaction and advocacy

4.      Monitor the service processes and performance of STB's service channels using feedback and customer insights data, and drive operational effectiveness for both internal and external stakeholders to deliver exemplary customer experience

5.      Collaborate with various agencies to enhance WOG service delivery

6.      Oversee STB's Contact Centre operations (currently comprising Facebook Messengers, emails, helplines and online feedback forms):

·        Ensure adherence to Service Level Agreements (SLAs), Standard Operating Procedures and business continuity plans, surfacing gaps and incidences timely

·        Maintain the contracts and physical assets to operate the service centre

·        Ensure that the frontline staff are equipped with the relevant resources, incentives and skills to perform productively

·        Work closely with STB line units to resolve escalated queries timely

·        Leverage tech and data to improve customer experience and efficiency in frontline operations

Job Requirements:

·        3-5 years’ experience as a Quality Service Manager or with relevant experience in service operations

·        Experience in public and/or private sectors are welcome

·        Outstanding communication and interpersonal skills, including the ability to present a case with confidence, communicate with stakeholders effectively, and balancing needs to manage tricky customer issues

·        Ability to respond effectively under pressure and to support the team navigate crisis situations.

·        Able to think systemically, and prepare for contingencies to ensure business continuity

·        Highly organised, detail-oriented and results driven to ensure operational efficiency

·        Knowledge of lean or operational excellence

·        Keen interest in service technologies and with the tourism and hospitality sectors, to identify the applicability of new solutions for customer service

·        Ability to analyse data for rich customer/ user insights

·        An added advantage for candidates who are familiar with the Instruction Manual for public communications and quality service (IM7)


We regret only shortlisted candidates will be notified.


Closing on 21 May 2021