Manager (Quality Service Management)
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Overview
Job Description
[What the role is]
As Manager (Quality Service Management), you will be involved in managing public enquiries and feedback, including during outbreak situations. You will also assist in developing and implementing quality service management initiatives and standards for CDA.
You will be working in a fast-paced and dynamic environment that requires the ability to manage multiple priorities and stakeholders at the same time.
[What you will be working on]
Oversee daily operations relating to CDA's public feedback channels, handle complex public enquiries and feedback, and develop FAQs to support the work of divisions in responding to public queries.
Assist in establishing quality management frameworks and initiatives through standardised processes, procedures and performance metrics to ensure service excellence
Evaluate service performance through data analysis and customer insights to drive improvements across all service delivery channels
Collaborate with internal and external stakeholders to deliver consistent quality service outcomes
[What we are looking for]
Minimum tertiary qualifications in business administration, quality service management, customer experience management, public relations, or a related field
3 years in driving service quality initiatives and responding to public enquiries and feedback
Service-oriented with a commitment to delivering exceptional public service, particularly during health emergencies when public concerns are heightened
Collaborative team player who works seamlessly across divisions and with external partners
Excellent communication and written skills to respond effectively to public enquiries, and engage with stakeholders at all levels
Deep understanding of customer needs, anticipating information requirements and proactively addressing service gaps
Ability to thrive in a fast-paced environment and work under tight timelines
As part of the shortlisting process for this role, candidates may be required to complete a medical declaration and/or undergo further assessment.
Automate your job search with Sonara.
Submit 10x as many applications with less effort than one manual application.