Public Services Customer Experience Officer

Roles AND ACCOUNTABILITIES

1. Frontline Engagement & Service Support

• Proactively engage members of the public during operating hours to provide guidance on digital services and assist with general enquiries related to public/government services.
• Work collaboratively with client to manage service recovery situations, ensuring timely resolution of service issues and maintaining service standards.

2. Customer Feedback & Data Collection

• Administer and collect Customer Satisfaction ratings, visitor feedback, and relevant service data.
• Accurately input and manage all collected information in client Customer Relationship Management System.
• Ensure data integrity, completeness, and timely submission in accordance with client reporting requirements.

3. Administrative & Logistical Support

• Provide administrative assistance to support daily operations, including documentation, coordination, and basic reporting tasks.
• Assist in logistical preparation and execution of programmes such as workshops, training sessions, and official/delegate visits.
• Support the setup, arrangement, and teardown of event spaces, ensuring readiness of facilities and equipment.

4. Facilities Upkeep & Housekeeping

• Assist in maintaining the general cleanliness, organisation, and operational readiness of the Premises.
• Ensure that all equipment and facilities are in proper working condition and report any defects or maintenance issues promptly.

5. Safety, Security & Incident Support

• Remain vigilant in identifying suspicious persons, unattended items, or potential security threats within the Premises.
• Promptly report any security concerns or irregularities to client for immediate action.
• Support Clientstaff in managing on-site incidents, including minor injuries, theft cases, and visitor disputes, ensuring proper escalation and documentation.

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