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Scoot™ is the low-cost, medium-to-long haul arm of the Singapore Airlines Group. Scoot took to the skies in June 2012 and merged with Tigerair Singapore in July 2017, retaining the Scoot brand and positioning it well for a new chapter of growth. We want people with big smiles and even bigger personalities. People with passion—passion for travel, passion for people, passion for pushing boundaries. An airline with a different attitude. People with a different attitude. Scootitude™.

If you think you have Scootitude and can handle the excitement and challenges ahead to grow with us, apply today! Receive information about vacancies and recruitment from Scoot Careers Facebook Page – "GOT Scootitude?"

Head of Customer Services

Apply now Job no: 493004
Work type: Permanent
Location: Singapore
Categories: Comms & Guest Relations

Job description

Excellent gravitas and stakeholder engagement skills coupled with sound acumen in guest relation operations and management are required for the role. The role also requires the delivery of exceptional customer experience across all Customer Service teams via phone, e-mail, chat and Social Media channels. The candidate is required to foster close liaison with the operational & business leads across all departments within the company to drive change management efforts for continuous customer experience improvement.

Key Responsibilities & Accountabilities

  • Responsible for managing the day-to-day management of teams (Call Center Operations, Social Media Customer Care, Voice & Non-Voice Customer Care and Customer Experience), guest relations systems (15 Below, Refund Management System etc) and customer service delivery.
  • Supervise the customer service teams to ensure that the agreed/tolerable SLAs are met:
  • Internal: timely response to customer over various channels eg: social media, voice, email
  • External: Call centre performance management
  • To institute, monitor and improve customer satisfaction measures (eg NPS) by driving cross-departments initiatives to review existing service quality and problem solve guest relations matters to improve customer experience. Areas of focus include Policies & Processes, customer touchpoints, and various customer related systems.
  • Act as the internal customer champion and responsible for the development of a customer experience framework across the various touchpoints in the customer journey.
  • Interface and interact with management across various business units to bring the voice and experience of The Customer to the fore, for existing and new initiatives and processes.
  • Lead, review and execute guest relations Policies & Processes alignment, adjustments/amendments to stay on top of local regulations by working closely with other departments and all stakeholders.
  • Support the introduction of new policies and network growth as well as delivery of new routes, product services and projects.
  • Ensure regulatory compliance for Conditions of Carriage and fare practice as required by various consumer bodies in different countries.
  • Ensure provision of services and handling as required by various regulatory bodies/ aviation authorities, including flight disruptions handling, special needs assistance, compensation, refunds processes etc.
  • Strategize and execute timely and effective customer communications with internal and external stakeholders, and escalation of any incidents or issues.
  • Report customer service performance to senior management with a view towards continuous improvement, putting the customer at the centre of our growth plan.
  • Primary support with internal/external Audit activities and investigations when required
  • Manage service recovery escalations such as baggage settlements, compensation and arbitration/mediation with Fair Trading, Small Claims, CASE and other countries’ equivalents.
  • Management of the Annual Budgets and forecasts.


People Responsibilities

  • Implement employee individual training plans to ensure employee training and development, and adequate resourcing at all times.
  • Demonstrate a commitment and understanding of performance development and undertake or contribute to performance reviews for team members who are directly reporting to you.
  • Plan, organise and contribute to team meetings.
  • Seek and provide regular constructive feedback through collaborative working practices. Challenge poor behaviour in a positive and constructive manner.
  • Performance management, demanding the professional behaviours and conduct required to deliver excellent customer experience.


Skillset & Experience

  • Experience in managing a large customer service team in a B2C or B2B environment.
  • Proven experience and ability in a customer/service delivery focused environment.
  • Experience from within the aviation industry would also be advantageous but not essential.
  • Ability to demonstrate effective change management in a fast growing, dynamic organization.
  • Senior management experience, interfacing at C level while being hands-on with the Guest Relations team especially during disruption.

Advertised: Singapore Standard Time
Applications close: Singapore Standard Time

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