About this role
[What the role is] Purpose of Job The Singapore Food Agency’s mission is to ensure and secure a supply of safe food. The officer will be part of a dynamic team supporting SFA's management of appeals against enforcement actions and public feedback in the Non-Compliance Administration Department of the Violations Division. [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