(a) 管理整體運作和服務表現；
(b) 管理與參與部門的關係，並持續檢視合作模式；
(c) 檢討服務質素，找出可予改進的範疇，並提出改善服務質素的建議；
(d) 制定持續提升客戶服務和體驗的政策和有效措施；
(e) 激發和鼓勵下屬提供專業服務；和
(f) 監督員工培訓和發展計劃的實施，以提高運營績效和客戶滿意度。
此職位或須輪班，包括通宵班及在星期六、日或公眾假期期間不定時工作，亦須在惡劣天氣（包括颱風及黑色暴雨）期間工作。獲聘用者須於短時間內上任；主要工作地點為油麻地及長沙灣的1823辦公室。

(a) to manage the overall operational performance and service delivery;
(b) to manage relationships with participating departments and to keep under review the mode of co-operation;
(c) to review the service quality, identify areas for improvement, and make recommendations to improve service quality;
(d) to formulate policies and draw up effective measures for continuous upgrade of customer service and experience;
(e) to inspire and motivate staff under his/her purview to deliver professional service; and
(f) to monitor the implementation of staff training and development programmes with a view to improving the operational performance and customer satisfaction level.
The job holder may be required to work on shifts, including overnight shifts, and irregular hours during weekdays as well as on Saturdays, Sundays and public holidays, and in inclement weather such as during typhoon and black rainstorm. The successful candidate is required to assume duty at short notice. The main working locations are 1823 offices in Yau Ma Tei and Cheung Sha Wan.