Consumer Relations Assistant/Manager

Job Title: Assistant/Manager

Employment Type: Contract

Job Description:

As the Assistant/Manager, you will be responsible to assist the Head of Department (HOD) to manage the operations of the Consumer Relations Department consisting of a team of Consumer Relations Executive.

The Assistant manager will also be tasked to handle departmental projects, dispute management, and you will also be responsible for reviewing complex cases, monitor performance of team members and provide recommendations to the HOD for the purpose of improving processes, procedures and improving consumer experience. You are also expected to analyse consumer complaint trends, provide an early sound-out of potential egregious retailers and review of contractual documents.

This role requires strong leadership, dispute resolution expertise, and the ability to oversee case management, ensuring timely and effective resolution of cases while upholding CASE's mission to champion consumer interests.

Core Responsibilities:

Supervisory & Leadership Duties

· Supervise and provide guidance to Consumer Relations Executives in handling enquiries, consultations, and disputes.

· Monitor team performance, workload allocation, and case turnaround times to ensure service quality standards are met.

· Conduct regular coaching, training, and performance reviews to build staff capability.

· Manage and handle complex and high-profile cases

Consumer Consultation

· Oversee and personally conduct consultations with consumers via telephone, email, in person, and online platforms.

· Review contractual documents to identify appropriate angle of contention to support consumers in their dispute matters and provide them with available avenues for redress.

· Support the team in clarifying and communicating advice in a consumer-friendly yet accurate manner.

Dispute Resolution

· Facilitate negotiation between consumers and businesses.

· Ensure the efficient collation, organisation, and assessment of all relevant documentation for disputes.

· Guide the team in facilitating amicable resolutions and ensure cases are closed in a timely and professional manner.

Operational & Administrative Responsibilities

· Review and analyse complaint statistics, trends, and emerging consumer issues to inform policy recommendations and operational improvements.

· Prepare and present regular reports to management on case handling, dispute trends, and service efficiency.

· Coordinate the scheduling of mediation sessions and oversee call centre operations when required.

· Lead or support departmental projects, consumer outreach programmes, and CASE initiatives.

Data Protection and Privacy Policy

By submitting your application, you agree to the terms in the Data Protection Policy listed on CASE's website at https://www.case.org.sg/dataprotection/.