Public Service Division
Manager, Corporate Communications & Service Quality
How your CV stacks up
Upload your CV to see how well it fits this job role
?%
What the role is
This officer will manage HSA's customer service operations through these key areas:
- 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
What you will be working on
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
Reasons to use Rodeo
Start with a chat, not a search bar
Grad scheme, placement, apprenticeship? Not sure what you want yet — that's fine. Your agent talks it through with you and turns "I have no idea" into a shortlist.
It searches the market for you
Every day your agent scans the market matching roles against what actually matters to you, not just keywords on a CV.
Only hits
No noise. No "maybe this fits." Just roles with a clear explanation of why they're right — and where to focus when applying.
Process Review and Implementation
- Drive the review and implementation of new customer service processes to improve operational efficiency, including centralisation initiatives
- Develop standardised processes, response templates, and training materials for potential service delivery enhancements
- Explore and implement the use of data/text analytics on feedback received to improve trend and forecasting analysis
Lead Customer Service Initiatives
- Provide support for customer service initiatives and activities across HSA, ensuring alignment with organisational objectives and service excellence
- Organise the annual HSA Outstanding Customer Service Awards nominations and award presentation, fostering a service culture of recognition and excellence
- Oversee and manage the nomination process for other customer service awards across HSA
Get help with your application
Your very own career expert that helps elevate your application to the next level.
What we are looking for
The officer should have 4 to 6 years’ experience in customer service operations. He or she should also possess the following skills and qualities:
- Excellent written and verbal communication skills
- Effective stakeholder management capabilities, with ability to engage across all organisational levels, including C-suite executives and external partners
- Strong project management skills with ability to multi-task to deliver high-quality outcomes under tight deadlines
- Analytical skills for data interpretation and report production
- Familiar with customer service technologies and AI tools
- Team player who can complement and support the team’s efforts, and also work independently on projects.
Relevant experience in regulatory affairs or health product oversight, with strong project management background would be advantageous.
“It took my CV and asked me questions relevant to understanding what kind of jobs to suggest for me. Suggestions were almost perfect. Jobs were exactly what I’ve been looking for.”
Jessica, London
Skills