Assistant Director: Customer Care (BPM), Ref No. DSD 81/2026

Western Cape Government; Cape Town; On-site; ZAR 487,000 - 574,000; Full time

Job summary

Western Cape Government seeks an Assistant Director: Customer Care (BPM) to lead client service delivery in the Department of Social Development. The position is based in Cape Town and is a permanent appointment at Salary level 9.

The role requires a qualification at NQF level 6 or higher and at least 3 years of relevant client services experience, with strong leadership, policy implementation, and performance monitoring capabilities.

Qualifications

• A qualification at NQF level 6 (equivalent or higher qualification).
• A minimum of 3 years' relevant experience in Client Services.

Responsibilities

• Manage and monitor the complaints process.
• Plan, implement and monitor the Department's front office policies.
• Coordinate the annual Batho Pele programme for the Department.
• Managerial functions.

Education

NQF level 6 or higher qualification

Job description

Assistant Director: Customer Care (BPM), Ref No. DSD 81/2026

Details

Closing Date 2026/10/19

Reference Number WCG260913-1

Tracking Number DSD 81/2026

Job Title Assistant Director: Customer Care (BPM), Ref No. DSD 81/2026

Department Social Development

Salary level 9

Enquiries Ms A van Reenen at [phone]

Job Type Permanent

Location - Country South Africa

Location - Province Western Cape

Location - Town / City Cape Town

Job Purpose

The Department of Social Development, Western Cape Government has an opportunity for a suitably qualified and competent individual to promote and coordinate customer care services for the Department .

A qualification at NQF level 6 (equivalent or higher qualification); A minimum of 3 years' relevant experience in Client Services.

Recommendation

N/A

Key Performance Areas

Manage and monitor the complaints process; Plan, implement and monitor the Department's front office policies; Coordinate the annual Batho Pele programme for the Department; Managerial functions.

Working knowledge and understanding of the following: Legislation, regulatory frameworks, policies and best practices that have a bearing on the line functions; Information systems that aid in the management of knowledge and information pertaining to the line function; Project management; Operational management practices; Procurement and tendering processes; Policy development, and operational management, monitoring and review processes; Modern systems of governance and administration; Public service procedures, processes and systems; Regional and local political, economic and social affairs impacting on the provincial government of the Western Cape; Constitutionnal, legal and institutional arrangements governing the South African public sector; Public finance, human resources and discourse management processes; Public Finance Management Act, National and Provincial Treasury Regulations, other financial policies, prescripts, directives and collective agreements; Functioning of the Province and the activities of sister departments/related functional areas; Policies of the government of the day; Labour Relations legislation and regulations; Performance management in general; Skills in the following: Numeracy; Computer Literacy; Language; Project Management; Accounting, Finance and Audit; Problem Solving; Facilitation; Presentation; Policy Formulation; Policy Analysis; Communication.

Remuneration

R 487 197 - R 573 897 per annum (Salary level 9)

Note on remuneration in addition service benefits or obligations for qualifying employees (medical assistance, housing assistance, pension-fund contributions, etc) are funded or co-funded in terms of the applicable prescripts or collective agreements

Notes

Shortlisted candidates will be required to attend interviews on a date and time determined by the department and will be required to submit duly completed and signed vetting and supporting documentation within the timeframe communicated by the WCG and prior to the interview date. Failure to provide the required duly completed and signed vetting and supporting documentation within the prescribed timeframe, without reasonable justification, may result in the shortlisted candidate not being considered further in the current recruitment and selection process.

All shortlisted candidates 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. The selection process will be guided by the EE targets of the employing department.

By applying for this position, you are consenting to the Western Cape Government contacting your previous employers/managers for an employment reference. Reference checks will include enquiries relating to your disciplinary records and reasons for leaving.

This project is an initiative of the Western Cape Government.