Job Description

What the role is:
Under the internship programme, you will be attached to the Customer Management Department (CMD) in HDB's Housing Management Group.
What you will be working on:
During your internship, you will provide support to CMD in our efforts to enhance the customer service experience for HDB customers. This role involves both analysing service delivery across touchpoints and developing comprehensive staff recognition programmes to celebrate excellence. You will be asked to: o Analyse customer feedback from various channels such as written correspondences, ratings and surveys to identify problem areas, root causes and develop targeted measures for service improvement. o Conduct ground observations at HDB Branches, including engaging with staff and customers to assess ground operations, service quality challenges, and service standards of Branch frontline areas. o Design and implement internal audit methodologies for customer touchpoints, incorporating mystery shopping elements to provide comprehensive service evaluation. Conduct these mystery audits, record detailed findings and propose areas for improvement. o Design, plan and organise appreciation events and activities to recognise and celebrate staff excellence in customer service delivery. o Create service excellence collaterals and recognition materials to share best practices with frontline staff. o Review and evaluate compliment submission processes to identify pain points and propose solutions to simplify and tighten submission procedures. Students familiar with design thinking and possess a customer centric mindset are preferred. Experience in design and creative work will be useful.
What we are looking for:
Internship Perio Between May 2026 - Aug 2026 Please submit your CV, Cover Letter and Transcript in your application. We regret to inform that only shortlisted candidates will be notified.
About Housing and Development Board:
We are Singapore's public housing authority and a statutory board under the Ministry of National Development. We take pride in creating homes and towns that form a quality living environment for the young and old. Throughout the years, our continuous innovation and upgrading programmes have ensured that the heartland remain our cherished home. Join us in making a difference to the heartlands and communities that matter to us. Take on the challenge of shaping the nation's skyline and landscape. With the wide range of opportunities available in HDB, you play an integral part in redefining the future of public housing and improving the lives of Singaporeans.

Skills Required