Citizen Experience Traineeship [GRIT@Gov]

What The Role IsThis traineeship position contributes to building a first-class Public Service through the provision of top-class service delivery and product expertise which cuts across multiple agencies to citizens, across a network of ServiceSG Centres which serves as a “first stop physical concierge” for citizens who are not able to transact digitally with the Government.Through this traineeship, trainees will build their capabilities in service delivery, policy understanding, stakeholder engagement as well as soft skills in managing diverse citizen interactions.What You Will Be Working OnYou will serve as a front-line service officer at ServiceSG Centres, operating on a 5-day rostered shift schedule (including weekends) from 9.00am to 6.00pm at ServiceSG Centres or 10.00am to 6.00pm at ServiceSG@CC locations. You may rotate among different centres based on operational requirements.Key Responsibilities Citizen Service Delivery: Provide comprehensive information, attend to enquiries, and facilitate both physical and digital transactions across diverse government schemes including financial assistance, application procedures, Singpass authentication, HDB applications (season parking, BTO), digital payments, PAssion card applications, course registrations, facility bookings, and passport applications, whilst ensuring adherence to established service standards and troubleshooting technical issues with government digital platforms. Customer Guidance and Education: Direct citizens to appropriate service channels, provide alternative solutions tailored to individual needs, and promote digital literacy by teaching citizens to navigate online government services independently. Administrative and Operational Support: Maintain accurate records through CRM system updates, track service statistics and case management, and provide general administrative support to centre operations to ensure smooth daily functioning.What We Are Looking ForThis is an entry-level position suitable for candidates who demonstrate strong interpersonal skills and a commitment to public service excellence.Essential Qualifications And Competencies Ability to engage citizens professionally, maintain high service standards, and demonstrate a customer-oriented approach with strong interpersonal skills to handle diverse citizen interactions effectively. Effective communication skills in English with conversational ability in a second language to serve Singapore's diverse population, along with the capability to explain complex policies and procedures in clear, accessible terms. Proficiency in Microsoft Office applications and comfort with digital platforms, coupled with the ability to guide and educate citizens through digital transactions. Capacity to work independently with minimal supervision while exercising appropriate discretion in daily tasks, staying current with policy and process changes, and knowing when to escalate complex issues to supervisors. Willingness to adapt to rotating work schedules and deployment across different centre locations, while taking initiative and demonstrating reliability in a dynamic service environment. Prior experience in customer service, retail, hospitality, or volunteer work involving public interaction would be advantageous but not essential.