[What the role is]

Working in a dynamic environment supporting the customer management process for programmes that the Division oversees. You will be the link between citizens and SSG for key programmes targeted at Individuals by managing and addressing public feedback, enquiries and appeals. You will provide insights from your engagements with citizens to help inform policy formulation and review to ensure programmes objectives are met.

[What you will be working on]

As a Manager/Senior Manager, you will be responsible for:

• Reviewing and implementing the Appeals Framework for key programmes including SFC and TA

• Managing and addressing public enquiries and feedback adhering to policy guidelines and established protocols within stipulated timeframe

• Being the key point of liaising and coordinating with team members and relevant divisions for query resolution in handling complex stakeholder queries and escalatio...