CUSTOMER CARE OFFICER: WEST COAST/ EDEN KAROO/ METRO NORTH (X3 POSTS)

This position offers an opportunity to serve as a Customer Care Officer within the Department of Social Development in the Western Cape Government, with three posts available across the West Coast, Eden Karoo, and Metro North regions. The role is central to ensuring that the department’s service delivery teams remain responsive, accountable, and citizen-focused. As a Customer Care Officer, you will be responsible for establishing and maintaining effective mechanisms and procedures for handling customer complaints, ensuring that complaints are logged, tracked, and resolved in line with departmental standards. You will also be expected to report regularly on customer complaint issues, providing management with accurate information that can inform service improvements and policy adjustments. In addition, the role involves providing a direct client liaison service within service delivery teams, acting as a bridge between the public and the department to address enquiries, resolve concerns, and maintain positive customer relations. The position also carries managerial and supervisory functions, meaning you will be expected to oversee staff or processes related to customer care and ensure that the team operates efficiently and in accordance with applicable rules and regulations.

To be considered for this role, candidates must hold a qualification at NQF level 6 or higher, together with a minimum of three years of relevant experience. The department is looking for individuals with a strong working knowledge of legislation, regulatory frameworks, policies, and best practices relevant to the line function, as well as familiarity with information systems used to manage knowledge and information. A solid understanding of project management, operational management, procurement and tendering processes, policy development, and monitoring and review processes is essential. Candidates should also be well-versed in modern governance systems, public service procedures, and the constitutional, legal, and institutional arrangements governing the South African public sector. Knowledge of public finance, human resources, and discourse management processes, including the Public Finance Management Act and Treasury Regulations, is required. An awareness of regional and local political, economic, and social affairs affecting the Western Cape provincial government, as well as the functioning of sister departments, is also important. In terms of skills, applicants must demonstrate numeracy, computer literacy, strong language abilities, and project management competence.

Shortlisted candidates will be required to attend interviews on a date determined by the department and must submit completed vetting and supporting documentation within the specified timeframe. Two pre-entry assessments will be conducted: one practical exercise to assess technical and generic suitability, and one integrity assessment to evaluate ethical conduct. The selection process will be guided by the employment equity targets of the department. By applying, candidates consent to reference checks with previous employers, including enquiries about disciplinary records and reasons for leaving. This is a demanding but rewarding role for individuals who are committed to public service, customer satisfaction, and continuous improvement in social development delivery.