ASSISTANT DIRECTOR: CUSTOMER SERVICES CENTRE

The Assistant Director: Customer Services Centre is a managerial post within the Customer Relations Management directorate, based at the department’s Bedfordview premises. This role is central to ensuring that the Customer Service Centre operates as a responsive, professional and citizen-focused unit. The incumbent will take charge of day-to-day operations, coordinate service delivery, and lead a team of customer service personnel. The position is graded at Level 09, reflecting its supervisory and strategic oversight responsibilities within the public service environment.

Candidates must hold a minimum three-year National Diploma at NQF Level 6 in Public Administration, Business Administration or Management. In addition, they need between three and five years of supervisory experience in a call centre or operations management environment. A valid driver’s licence and computer literacy are essential. The role demands strong written and verbal communication, reporting skills, customer management knowledge, and a commitment to quality and results. The ideal candidate will demonstrate problem-solving, analytical thinking, negotiation, decision-making and initiative, along with innovation and a sensitivity to diversity in the workplace.

The duties are broad and include managing and coordinating all Customer Service Centre operations to ensure that customers receive efficient, professional and timely assistance. The Assistant Director will monitor service standards and compliance with organisational policies, and will develop and implement customer service improvement initiatives. A significant portion of the work involves supervision: allocating tasks, monitoring staff performance, providing guidance, facilitating training and development, conducting performance assessments and offering coaching where required. The role also oversees the resolution of customer complaints, enquiries and service requests, investigates complex issues, recommends corrective actions, monitors turnaround times and analyses complaint trends to develop preventative interventions.

Stakeholder engagement is another key element, as the position requires liaising with internal and external parties on customer service matters, maintaining effective communication channels with customers and service providers, and promoting a customer-centric culture. The Assistant Director is responsible for compiling monthly, quarterly and annual reports, analysing customer feedback and service performance data, and monitoring key performance indicators, satisfaction levels and service delivery standards. The post also involves ensuring compliance with applicable legislation, departmental policies and Batho Pele Principles, assisting in the development and review of customer service policies and service charters, and managing resources allocated to the unit. Identifying operational risks and implementing mitigation measures, as well as safeguarding assets, records and information, round out the responsibilities.

The department is an equal opportunity, affirmative action employer, and preference may be given to appointable applicants from underrepresented designated groups in line with its equity plan. Persons with disabilities are encouraged to apply. Applicants should be aware that a fully completed online Z83 form and a detailed CV with at least three contactable references are required, and failure to disclose all requested information will result in disqualification. Shortlisted candidates will need to submit certified copies of their qualifications, identity document and driver’s licence before the interview, and foreign qualifications must be evaluated by SAQA. Successful candidates will undergo security vetting, reference checks and qualification verification, and will be required to sign a performance agreement. The department reserves the right not to fill the post, and only shortlisted applicants will be contacted.