Assistant Manager/ Manager (Contact Centre - Case Management)

[What the role is]

You will support the management and resolution of customer cases for NEA, ensuring that cases are handled accurately, consistently and in accordance with organisational policies, service standards, and Whole-of-Government (WoG) approaches.

You will play a key role in managing complex, escalated, or sensitive cases, working closely with internal divisions and external agencies to deliver timely and coordinated outcomes. Operating in a dynamic environment, you will need to adapt to evolving priorities and diverse case demands while maintaining service quality. This position provides opportunity to manage meaningful cases that directly impact public service delivery.

[What you will be working on]

• Handle and support the resolution of complex, escalated or sensitive customer cases, ensuring outcomes are accurate, consistent, and policy-aligned, including triaging and accurately identifying the nature and ownership of cases
• Coordinate with internal divisions and external agencies to resolve cases involving unclear ownership or cross-cutting issues, and facilitate alignment across stakeholders
• Help translate policy and operational intent into practical case handling guidance for contact centre agents, and contribute to improvements in policies, SOPs and service guidelines
• Contribute to quality assurance efforts and support the development of case handling frameworks and precedents
• Engage internal and external stakeholders to build strong working relationships that enable timely clarification, coordinated outcomes, and clear, coherent and empathetic responses to customers

[What we are looking for]

The job might be for you if you possess the following qualities:

• Strong analytical and problem-solving skills, with the ability to assess and navigate ambiguous situations, and exercise good judgement in balancing policy requirements with customer considerations
• Excellent written communication skills, particularly in drafting clear and professional responses
• A collaborative mindset and ability to work across multiple stakeholders to drive outcomes
• A strong service orientation and commitment to delivering quality and consistent service
• Experience in customer service, contact centre operations, case management, or related fields; experience handling complex or escalated cases will be an advantage
• Fresh graduates with a genuine interest in public service delivery and customer-centric outcomes are welcome to apply

As part of the shortlisting process for this role, you may be required to complete a medical declaration and/or undergo further assessment.