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DEPUTY DIRECTOR: CUSTOMER CARE

East London, South Africa

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Reference Number

DHS14/02/2025

Department

Human Settlements

Salary Package

R849 702.00 per annum (Level 11) All-inclusive Package


RESPONSIBILITIES

Main Responsibilities

  •   Manage the implementation of customer care policies and standards.
  •  Facilitate the development of customer care policies and standards.
  •  Facilitate the interface between the department and clients to determine the needs for customer care and help desk functions.
  •  Develop and implemented strategies and resources to facilitate client interaction.
  •  Monitor service provision to ensure adherence to Customer Care Charter.
  •  Develop systems to facilitate monitoring and identification of problem areas and communicate/engage relevant directorates.
  •  Review service provision and strategies to remedy negative situations.
  •  Facilitate the establishment and maintenance of the public liaison office and hotline and provide support.
  •  Manage effective interface and communication on complaints and response within stipulated timeframes.
  •  Manage the allocated resources of the sub-directorate.
  •  Timeously develop employee job descriptions.
  •  Manage the performance of the employees.
  •  Manage sound employment relations.
  •  Facilitate coaching, mentorship, training and development of employees.
  •  Manage assets of the unit.
  •  Financial management.
  •  Manage the development and implementation of the units Standard Operating Procedures.
  •  Attend to Internal Audit and AGs, RFIs, outcomes and findings.
  •  Communication management.

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REQUIREMENTS

Minimum Qualifications & Skills

  •   National Senior Certificate.
  •  National Diploma (NQF level 6) B/ Degree (NQF level 7) as recognised by SAQA Public Administration/Public Management/BA/Social Science/Human Settlements or equivalent qualification with five (5) years’ experience in the field.
  •  3 years’ experience as an Assistant Director in the field.
  •  Knowledge of monitoring and evaluation, government policies and prescripts, government programme of action, public service regularity framework, information management and performance management.
  •  Must possess a valid driver’s licence.
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