Senior Residents Relationship Officer

Company Overview

Jalan Besar Town Council manages and maintains common property of public residential and commercial estates, ensuring smooth operations and community well-being in the town.

Job Summary

The Senior Resident Relationship Officer serves as a key liaison between the Town Council, residents, grassroots partners, and public agencies to foster strong community relations and maintain a harmonious township environment. In this frontline role, you will lead the resolution of complex resident feedback, oversee estate-level community outreach, and drive proactive engagement across public housing estates. You will also manage sensitive social assistance cases, support local governance walkabouts, and mentor junior officers in delivering high customer service standards.

Key Responsibilities

1. Resident Feedback & Conflict Resolution

You will investigate, manage, and resolve complex resident queries, enquiries, and neighbour disputes such as common corridor clutter, noise disturbances, and illegal dumping in accordance with Town Council By-Laws. This involves conducting ground visits to engage residents face-to-face, de-escalating sensitive situations, and providing diplomatic, written updates. You will also monitor service response times across municipal platforms like the OneService app, walk-ins, and hotlines to ensure timely case closure.

2. Stakeholder Engagement & Community Outreach

You will act as the key liaison officer to Grassroots Organisations, Citizens' Consultative Committees, Residents' Networks, and relevant government agencies like HDB, NEA, and LTA. This includes supporting Members of Parliament estate walkabouts, attending Meet-the-People Sessions, and gathering ground sentiment to address emerging estate issues. Additionally, you will plan and execute educational campaigns, town halls, and community events to promote responsible co-living habits among residents.

3. Financial Hardship Assessment & Social Routing

You will oversee compassionate outreach for residents facing financial difficulties in paying their Service & Conservancy Charges (S&CC). This requires conducting home visits to assess genuine hardship cases and collaborating with Social Service Offices, Family Service Centres, and Community Development Councils to route assistance referrals. You will also negotiate realistic instalment payment plans aligned with credit control guidelines while maintaining strict empathy and confidentiality.

4. Operations & Incident Support

You will collaborate closely with Property Officers and term contractors to ensure ground-level feedback regarding estate cleanliness, maintenance defects, and horticulture are rectified promptly. In times of urgent estate incidents or after-hours emergencies, you will support escalation protocols to inform affected residents and coordinate ground communications transparently. You will also ensure all resident records and case logs adhere strictly to internal data protection policies.

5. Team Leadership & Trend Analysis

You will guide and mentor junior Resident Relationship Officers in handling demanding enquiries and managing difficult customer interactions. By reviewing recurring feedback data and ground trends, you will identify systemic estate issues and propose preventive operational strategies to senior management to improve overall service delivery.

Requirements

• Diploma or Degree in Mass Communication, Public Relations, Business Administration, Social Work, or related fields.

• 3 to 5 years of experience in frontline customer service, resident relations, or community engagement, ideally within a Town Council, public agency, or estate management firm.

• Proven track record in mediation, conflict management, and handling challenging ground situations with empathy and tact.

• Excellent command of written and spoken English; fluency in a second local language or dialect is advantageous for engaging elderly residents.

• Good working knowledge of Town Council By-Laws, HDB estate practices, and local social assistance networks.

• Proficient in Microsoft Office, CRM systems, and digital feedback tools (e.g. OneService portal).

• Adaptable, resilient under pressure, and willing to attend evening or weekend community events and walkabouts when necessary.