Customer Relations Officer/ Assistant Customer Relations Officer

Role Overview

We are seeking a dedicated and proactive Community Relations Officer (CRO) to serve as the primary liaison between the project team, residents, and stakeholders for an upcoming HDB Home Improvement Programme (HIP). The successful candidate will be the face of the project, ensuring smooth communication, efficient administrative support, and effective resolution of resident feedback to maintain a positive community environment throughout the construction phase.

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Key Responsibilities

1. Stakeholder & Public Relations Management

· Serve as the main point of contact for residents, addressing general project queries and managing public relations issues with tact and professionalism.

· Follow directives from the Client’s Representative, project consultants, and the Contractor’s Project Manager to ensure alignment with project goals and contractual obligations.

· Liaise effectively with subcontractors regarding daily work activities, ensuring coordination with project stakeholders such as HDB, the Town Council, and the Consultant team on project-related and resident matters.

2. Information & Communication

· Information Centre Operations: Manage the day-to-day operations of the on-site Information Centre, including counter services and the information hotline, ensuring residents receive timely and accurate assistance.

· Resident Engagement: Attend to residents’ defect feedback and queries promptly. Coordinate and schedule appointments with residents for joint inspections involving the Resident Technical Officer (RTO) and Supervisor.

· Rectification Management: Arrange for Supervisors to attend to defect rectification works and monitor progress to ensure timely closure of issues.

· Correspondence: Draft and reply to feedback, queries, and messages from residents via various channels, ensuring all communications are addressed within stipulated timeframes.

3. Scheduling & Resource Planning

· Generate and maintain the HIP block schedule and unit work schedules in a timely manner to facilitate efficient planning of material deliveries and manpower deployment.

4. Administrative Support & Documentation

· Document Control: Take charge of the proper recording, filing, and maintenance of all vital documents required by HDB, including forms, records, and photographic evidence. Ensure all data is accurately uploaded into the HDB Integrated Construction System (HICS).

· Meeting Support: Attend the Working Committee Meetings (Construction Phase) as directed. Provide comprehensive administrative assistance and logistical support, including the preparation of materials and minute-taking when required.

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Qualifications & Requirements

· Education: Minimum Diploma in Building Services, Business Administration, or a related field / GCE ‘A’ Levels with relevant experience for CRO and GCE O Level for ACRO.

· Experience: Prior experience in the HDB Home Improvement Programme (HIP), construction industry, or a customer service/public relations role is highly preferred.

· Skills:

· Excellent communication and interpersonal skills, with proficiency in English and [mention local languages/dialects as needed, e.g., Mandarin, Malay, Tamil] to effectively engage with residents.

· Strong organizational and time-management abilities, with a knack for multitasking.

· Proficiency in Microsoft Office applications (Word, Excel, Outlook) and familiarity with HICS or similar digital documentation systems.

· Competencies:

· Ability to remain patient, calm, and professional when handling difficult situations or feedback.

· Strong problem-solving skills and a service-oriented mindset.

· Self-motivated with the ability to work independently as well as part of a team.