Quality Service Executive – Expression of Interest

• Manage all inbound emails and feedback received through the Authority’s official channels (approximately 250 emails per month).
• Handle enquiries relating to facilities, services, events, programmes, fault reporting, complaints, booking requests, and general municipal matters.
• Ensure all incoming emails receive an automated acknowledgement upon receipt.
• Perform First Email Resolution for enquiries that can be addressed directly, ensuring replies are courteous, accurate, empathetic, and issued within 3 working days, in accordance with service standards.
• Log all cases in the approved tracking system and maintain accurate, up‑to‑date records of status, actions taken, escalation, and closure.
• Escalate emails that cannot be resolved by QSM to the relevant department or officer within 0.5 working day or by end of the working day, whichever is ...