Manager (VM/NCA)

[What the role is]

[What you will be working on]

 Duties

• Process and close cases within service standards, which includes:
• Appeal against enforcement – Reviewing enforcement actions taken, the appellant’s track record and mitigating grounds, and making recommendation to reject or accede to appeals
• Feedback – Verifying reports and information provided by the investigating team, reviewing feedback providers’ concerns, and drafting or revising replies
• Help oversee management of appeal cases within the team and ensure cases are processed correctly
• Track service standards performance for the team and provide data analysis on case and performance trends
• Undertake periodic reviews of replies issued by division to members of public
• Undertake periodic business process reviews within the division to improve case management
• Work with relevant parties to devise engagement strategies
• Represent teams at internal and external meetings

[What we are looking for]

Qualifications

• A tertiary degree in any discipline, preferably in Communications, Public Administration, or a related field

Other Requirements

• Preferably 2-4 years of relevant experience in managing written public feedback or customer service in a public or private organisation
• Training in public and written communications (certificates of attainment to be provided)
• Proficient in spoken and written English and one other mother tongue language
• Experience managing difficult customer situations would be advantageous
• Ability in data science and analysis is advantageous
• Strong written and verbal communication skills
• Good team player with well-rounded interpersonal skills to work with stakeholders across the public and private sector

 Work Location

• SFA HQ at JEM Office