Manager, Customer Management for SkillsFuture Level-Up Programme (WPD)
Core
Manage customer management processes, public feedback, enquiries, and appeals for government skills programmes, serving as the link between citizens and the division.
Role type
Manager, Customer Operations & Appeals
Builds
Customer service processes, appeals framework, reporting dashboards, and policy documentation
Domain
Public Sector / Government / Skills Development
Deliverable
dashboards & analysis
Required skills
Appeals management, public feedback handling, stakeholder liaison, data reporting, SOP development, staff training, policy interpretation
Preferred skills
None stated
Technologies
Excel
Responsibilities
Review and implement the Appeals Framework; manage public enquiries and feedback; coordinate with teams for complex queries; prepare data reports and visualizations; update customer management documents and SOPs; conduct staff training on appeals management
Seniority
Manager, operational leadership