September 17, 2024

NEA National Environment Agency

FULL TIME

Assistant Manager/Manager (Quality Service Branch) - Contract

[What the role is]

The Quality Service Branch (QSB), under the Clean Environment Group (CEG), handles cases related to pollution control and wastes management matters. In this role, we are looking for highly motivated, dynamic and service-orientated individual to handle feedback, appeal and enquiries related to pollution control and waste management related issues. In addition, you will perform a wide range of duties focused on monitoring trends, and data analysis on various types of feedback to support ground operations. You will report to the Senior Assistant Director of CEG/QSB.
[What you will be working on]

You will work in partnership with line departments and operations sections within Pollution Control 1 Division, Pollution Control 2 Division, Environmental Monitoring and Modelling Division and Waste Management Division, to ensure effective handling of feedback and appeal cases received from members of the public and stakeholders. You will be responsible for the following:

Draft reports and replies and handle all cases from People, Private and Public sectors, including complex and sensitive cases, on pollution control and waste management matters in accordance with guidelines and Standard Operating Procedures and within service standards
Review feedback and collaborate with operations and/or other agencies to understand customer issues where required, to identify gaps in service delivery and drive improvements/changes to service experience, processes, policies, and standards, including communication strategies and replies to ensure relevance and realism to changing customer servicescape
Partner, support and contribute to platforms and initiatives aimed at driving service excellence within NEA, for example, service events, newsletter, initiatives, etc.
Analyse feedback data and garner insights from customer satisfaction surveys to sense and sense-make, and to propose improvement plans.
Identify key customer segments, provide department-perspective to develop service strategies to meet current and future requirements of the customer segments.
Provide support and advice to officers on service-related queries, for example, guidelines/SOPs, service standards, case handling, direct cases to appropriate parties, etc.
Document institutional knowledge on unique cases of feedback for training and future reference
Identify staff and/or projects eligible for reward recognition and prepare documentation for service award nomination

[What we are looking for]

Good understanding of and keen interest on environmental protection issues including pollution control and wastes management issue
A good team player with excellent communication, interpersonal and investigation skills
Excellent communication skills and emotional intelligence, with ability to think logically
Meticulous, good analytical and writing skills, and able to identify emerging issues for quick resolution
Organised and able to multi-task
Independent and resourceful with pleasant personality and enjoy working with others
Highly resilient and able to handle adverse situations and difficult customers
Self-driven, strong leadership skills and always ready to strive for improvement
As part of the shortlisting process for this role, you may be required to complete a medical declaration and/or undergo further assessment.