About the role
Job Title
Quality Service Manager - Expression of InterestJob Description Summary
Job Description
About the Role
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. Provide interim replies for complex cases requiring more than three (3) working days, keeping the sender informed of progress.
Track escalated cases closely and follow up to ensure timely responses and closure within the committed service timelines. Escalate unresolved or high‑risk cases to the Authority where required.
Route feedback and enquiries under the purview of other government agencies or statutory boards to the appropriate organization, in accordance with the approved escalation plan, and acknowledge the sender accordingly.
Where necessary, contact members of the public via phone to ensure issues are fully understood and resolved.
Develop, maintain, and comply with SOPs for email handling, escalation workflows, and business contingencies. Submit proposed SOPs (including escalation flowcharts) within the stipulated timeline after contract award and update them as required.
Prepare and submit monthly tracking and performance reports to the Authority in the approved format. Monitor service performance metrics, identify recurring issues or trends, and support service improvement initiatives when requested by the Authority.
Ensure strict compliance with data protection and confidentiality requirements, including secure handling of personal data, and sign the required Letter of Undertaking upon contract award.
At manager’s discretion, Executive may be assigned to assist his peer on other duties.
INCO: “Cushman & Wakefield”
Aplyr's read
Cushman & Wakefield is a powerhouse in commercial real estate services, attracting professionals skilled in property management, leasing, and investment management globally.
What's promising
- •Cushman & Wakefield has a strong global presence, enhancing career opportunities across various regions.
- •The company offers diverse roles, from engineering to finance, catering to a wide range of professional interests.
- •Recent hires indicate a focus on both traditional real estate roles and emerging fields like automation and robotics.
What to watch
- •The real estate market's volatility can impact job stability and growth prospects.
- •Limited public information about employee satisfaction and work-life balance.
- •Global operations may require flexibility in working hours and travel.
Why Cushman & Wakefield
- •Cushman & Wakefield's emphasis on both traditional and innovative roles sets it apart in the real estate sector.
- •The company provides opportunities in niche areas like facilities automation and mechatronics.
- •Its presence in major markets offers exposure to high-profile projects and clients.
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About Cushman & Wakefield
Cushman & Wakefield is a global leader in commercial real estate services, providing a range of services including property management, leasing, and investment management.
