Found Description
The Customer Experience (CX) team drives service delivery transformation across the One Contact Centre (OCC) and its digital channels, ensuring responsive and citizen-centric service aligned with organisational goals.
Key Responsibilities
As a Manager (Customer Experience), you will collaborate with CX professionals, service delivery providers, and key stakeholders to drive service excellence across OCC and its digital channels, shaping how SWDA serves its citizens through quality assurance, live chat operations, and continuous service improvement.
What you will be working on
Live Chat Operations
- Manage the day-to-day operations of the in-house live chat channel, ensuring timely, accurate, and professional responses to citizen enquiries
- Monitor live chat performance and service levels, identifying gaps and driving continuous improvement
- Develop and maintain operational workflows, escalation pathways, and knowledge re...
Ready to Apply?
Submit your application for Manager (Customer Experience) (MXDD) [1-year Temp Contract] at SKILLS AND WORKFORCE DEVELOPMENT AGENCY (FORMER SSG)
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