Assistant Director: Customer Services Centre

Gauteng Provincial Government; Gauteng; On-site; ZAR 438,000 - 536,000; Full time

Job summary

Gauteng Provincial Government seeks a Customer Service Centre Manager to lead and coordinate operations at the Bedfordview site. The role focuses on delivering efficient, professional services, monitoring standards, and driving service-improvement initiatives.

You will supervise staff, manage complaints, engage stakeholders, and report on performance metrics to inform policy and continuous improvement within Batho Pele guidelines.

Qualifications

• Minimum three-year National Diploma (NQF Level 6) in Public Administration/Business Administration Management.
• 3-5 years’ Supervisory experience in call centre/operations management.
• Valid Driver’s Licence and computer literacy.

Responsibilities

• Manage and coordinate Customer Service Centre operations.
• Supervise and guide staff; monitor performance and training.
• Oversee resolution of customer complaints and service requests.
• Liaise with stakeholders to promote customer-centric service delivery.
• Compile monthly, quarterly and annual customer service reports.

Skills

Public Administration

Business Administration

Communication skills

Writing and reporting

Problem solving

Education

National Diploma (NQF 6) in Public Administration/Business Administration Management

Tools

Driver’s License

Job description

• Reference Number : REFS/057122
• Directorate : Customer Relations Management
• Number of Posts : 1
• Package : R 487,197.00 per annum plus benefits (Level 09).

Requirements :

• A minimum three-year National Diploma (NQF Level 6) in Public Administration/Business Administration Management. 3-5 years’ Supervisory experience in call Centre/Operations Management environment. Valid Driver’s License. Computer literacy. Knowledge: Effective communication, writing and reporting skills. Knowledge: Customer Management. Result/quality Management. Innovation/Continuous improvement. Problem Solving. Analytical. Negotiation. Decision Making. Communication. Initiative. Diversity awareness.

Duties :

• Customer Service Management: Manage and coordinate Customer Service Centre operations. Ensure customers receive efficient, professional, and timely services. Monitor service standards and compliance with organizational policies. Develop and implement customer service improvement initiatives. Supervision and Staff Management: Supervise and manage Customer Service Centre personnel. Allocate work, monitor performance, and provide guidance to staff. Facilitate staff training and development programmes. Conduct performance assessments and provide coaching where necessary. Customer Complaints and Queries Management Oversee the resolution of customer complaints, enquiries, and service requests. Investigate complex customer issues and recommend corrective actions. Ensure adherence to customer service turnaround times. Monitor trends in complaints and develop improvement interventions. Stakeholder Relations and Communication Liaise with internal and external stakeholders regarding customer service matters. Maintain effective communication channels with customers and service providers. Promote customer-centric service delivery practices. Monitoring, Evaluation and Reporting. Compile monthly, quarterly, and annual customer service reports. Analyze customer feedback and service performance data. Monitor service delivery standards, customer satisfaction levels, and key performance indicators (KPIs). Provide recommendations to management for continuous improvement. Policy and Compliance Management. Ensure compliance with applicable legislation, departmental policies, and service standards. Assist in developing and reviewing customer service policies, procedures, and service charters. Promote adherence to Batho Pele Principles and public service regulations. Resource and Risk Management. Manage resources allocated to the Customer Service Centre. Identify operational risks and implement mitigation measures. Ensure proper management of assets, records, and information within the unit. Beating.

Notes :

• In line with the Department’s employments Equity Plan, preference will be given to COLOURED, INDIAN, WHITE FEMALE and people with DISABILITY. It is our intention to promote representation (race, gender and disability) in the Public Service through the filling of posts and candidates whose transfer/promotion/appointment will promote representation will receive preference. It is the Department’s intention to promote equity through the filling of all numeric targets as contained in the Employment Equity Plan. To facilitate this process successfully, an indication of race, gender and disability status is required. The Department reserves the right not to appoint.

Employer : Gfleet

Location : Bedfordview

Closing Date : 09-11-2026

Criteria Questions

Do you have an NQF Level 6 in Public Administration/Business Administration Management?

Do you have 3-5 years’ experience in call Centre/Operations Management environment?

Do you have a valid driver’s license?