ASSISTANT DIRECTOR: CUSTOMER CARE (BPM)

This advertised post is for an Assistant Director: Customer Care within the Department of Social Development in the Western Cape Government. The role sits in the customer care (BPM) environment and is responsible for making sure the department handles public complaints efficiently and consistently. The incumbent will manage and monitor the complaints process, ensuring that queries and grievances are logged, tracked, resolved and communicated back to service users in line with departmental standards. The position also involves planning, implementing and monitoring the department’s front office policies, so the Assistant Director will help shape how clients are received and assisted at the department’s service points. A further key duty is coordinating the annual Batho Pele programme, which means embedding the government’s service-delivery principles into everyday practice and driving continuous improvement in the quality of public-facing services. In addition, the post carries managerial functions, including operational oversight, staff supervision and supporting the broader management team in achieving departmental objectives.

To be considered, candidates must have a qualification at NQF level 6 or equivalent, plus at least three years of relevant client services experience. The role requires a broad understanding of legislation, regulatory frameworks, policies and best practices affecting the line function; information systems used for knowledge and information management; project management; operational management; procurement and tendering; policy development, monitoring and review; modern systems of governance and administration; public service procedures; and the constitutional, legal and institutional arrangements of the South African public sector. Knowledge of the Public Finance Management Act, National and Provincial Treasury Regulations, financial policies, labour relations legislation, performance management, and the functioning of the Western Cape provincial government and sister departments is also important. The successful candidate should understand regional and local political, economic and social affairs that affect the province, as well as the policies of the government of the day. Strong skills in numeracy, computer literacy, language, project management, accounting, finance and audit, problem solving, facilitation, presentation, policy formulation, policy analysis and communication are essential.

Shortlisted candidates will be required to attend interviews and to submit completed vetting and supporting documentation within a specified timeframe. They will also undergo two pre-entry assessments: a practical exercise testing technical and generic suitability for the post, and an integrity assessment relating to ethical conduct. The selection process will be guided by the employment equity targets of the department. By applying, candidates consent to the Western Cape Government contacting previous employers for references, including checks on disciplinary records and reasons for leaving. This is a demanding customer-care management role for an experienced client services professional who is committed to ethical, accountable and citizen-focused public administration.