Assistant Director: Customer Services Centre

Directorate: Customer Relations Management

Requirements:
a minimum three year National Diploma (NQF Level 6) in Public Administration / Business Administration Management. 3-5 years’ supervisory experience in call Centre / Operations Management environment. Valid Driver’s License. Computer literacy. Knowledge: Effective communication, writing and reporting skills. Knowledge: Customer Management. Result / quality Management. Innovation / Continuous improvement. Problem Solving. Analytical. Negotiation. Decision Making. Communication. Initiative. Diversity awareness.

Duties:
Customer Service Management: Manage and coordinate Customer Service Centre operations. Ensure customers receive efficient, professional, and timely services. Monitor service standards and compliance with organizational policies. Develop and implement customer service improvement initiatives. Supervision and Staff Management: Supervise and manage Customer Service Centre personnel. Allocate work, monitor performance, and provide guidance to staff. Facilitate staff training and development programmes. Conduct performance assessments and provide coaching where necessary. Customer Complaints and Queries Management Oversee the resolution of customer complaints, enquiries, and service requests. Investigate complex customer issues and recommend corrective actions. Ensure adherence to customer service turnaround times. Monitor trends in complaints and develop improvement interventions. Stakeholder Relations and Communication Liaise with internal and external stakeholders regarding customer service matters. Maintain effective communication channels with customers and service providers. Promote customer-centric service delivery practices. Monitoring, Evaluation and Reporting. Compile monthly, quarterly, and annual customer service reports. Analyse customer feedback and service performance data. Monitor service delivery standards, customer satisfaction levels, and key performance indicators (KPIs). Provide recommendations to management for continuous improvement. Policy and Compliance Management. Ensure compliance with applicable legislation, departmental policies, and service standards. Assist in developing and reviewing customer service policies, procedures, and service charters. Promote adherence to Batho Pele Principles and public service regulations. Resource and Risk Management. Manage resources allocated to the Customer Service Centre. Identify operational risks and implement mitigation measures. Ensure proper management of assets, records, and information within the unit.

Notes:
Applicant must ensure that they complete all sections on the online Z83 and attached a detailed CV with at least three (3) contactable references. Failure to complete or disclose all required information will automatically disqualify the applicant. No late applications will be accepted. Shortlisted candidates will be required to submit certified copies of qualifications, identity document and driver’s license on or before the day of the interview. It is the applicant’s responsibility to have foreign qualifications evaluated by the South African Qualifications Authority (SAQA). The National Department of Forestry, Fisheries and the Environment is an equal opportunity, affirmative action employer. Preference may be given to appointable applicants from the underrepresented designated groups in terms of the Department’s equity plan. Persons with disabilities are encouraged to apply. Correspondence will be limited to successful candidates only. Short-listed candidates will be subjected to screening and security vetting to determine their suitability for employment, including but not limited to: Criminal records; Citizenship status; Credit worthiness; Previous employment (reference checks); and Qualification verification. Short-listed candidates will be expected to avail themselves at the Department’s convenience. Entry level requirements for SMS posts: In terms of the Directive on Compulsory Capacity Development, Mandatory Training Days & Minimum Entry Requirements for SMS that was introduced on 1 April 2015, a requirement for all applicants for SMS posts from 1 April 2020 is a successful completion of the Senior Management PreEntry Programme as endorsed by the National School of Government (NSG) prior to appointment. The course is available at the NSG under the name Certificate for entry into SMS and the full details can be obtained by following the below link: https://www.thensg.gov.za/training-course/sms-preentryprogramme. All shortlisted candidates, including the SMS, shall undertake two pre-entry assessments. One will be a practical exercise to determine a candidate’s suitability based on the post’s technical and generic requirements and the other must be an integrity (ethical conduct) assessment. Selection panels shall score both technical exercises as an additional criterion in the interview process. All shortlisted candidates for SMS posts will be subjected to a technical exercise and interview. Following the interview and technical assessment for all SMS posts, a maximum of three (3) SMS candidates will undergo psychometric assessments to assess cognitive capabilities, behavioural preferences, emotional intelligence, and integrity in compliance with the DPSA Directive on the implementation of competency-based assessments. Persons appointed will be subjected to a security clearance, the signing of performance agreement and employment contract. The Department reserves the right not to make an appointment. If you have not been contacted within three 3 months after the closing date of the advertisement, please accept that your application was unsuccessful. By submitting the employment application form, you agree and consent in terms of Section 11(1) of the Protection of Personal Information Act (POPIA), 2013 (Act 4 of 2013), for your personal information which you provide to the DFFE to being processed by the department and its employees, agents, Cabinet committees, and subcontractors for recruitment purposes, in accordance with the POPIA of 2013. For general enquiries please conduct Human Resources on 010 345 1535. NB: If you do not receive any response within 3 months, please accept that your application was unsuccessful. No faxed, post or hand delivered, and late applications will be considered.

Enquiries: Ms. Precious Maimela Tel No: (010) 345 1538

Reference number: REFS/057122