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 with service standards.

Log all cases in the approved tracking system and maintain accurate, up‑to‑date records 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. Pr...