Director, Citizen Experience & Service Delivery

Office Of The Premier; Johannesburg; On-site; ZAR 900,000 - 1,300,000; Full time

Job summary

Office Of The Premier in Johannesburg seeks a Director to provide strategic leadership for the Provincial Customer Interface and Public Liaison Hotline. You will oversee day-to-day operations, govern pathways for citizen enquiries and complaints, and drive service excellence aligned with Batho Pele principles.

The role requires an NQF 7 qualification with 5 years in middle/senior management within customer service, stakeholder engagement, or related governance roles.

Qualifications

• NQF Level 7 qualification in Public Administration, Management, Social Sciences, Customer Relations Management, Communications, or related field.
• A postgraduate qualification in the related fields will be an added advantage.
• 5 years of experience at a middle/senior managerial level in customer service, complaints management, call centre operations, stakeholder engagement, public participation, case management systems, data analytics, intergovernmental relations or service delivery management.

Responsibilities

• Provide strategic leadership in the development and implementation of the Provincial Customer Interface and Public Liaison Hotline Strategy, including governance frameworks, SOPs, service standards and citizen engagement programmes.
• Manage day-to-day operations of the Hotline and customer contact channels, ensuring logging, referral, tracking and resolution of citizen enquiries and complaints.
• Drive service excellence through quality assurance and citizen experience improvement initiatives.
• Coordinate interdepartmental relations to facilitate coordinated responses to service delivery issues.
• Negotiate SLAs/MOUs and represent the Office in intergovernmental forums.
• Monitor compliance, analyse feedback and provide strategic reports to executive management.
• Ensure data integrity, reporting accuracy and audit readiness in information governance.
• Oversee external service providers and mitigate operational risks.

Skills

Strategic leadership

Customer relations

Public liaison

Stakeholder engagement

Complaint management

Data analytics

Project management

Public governance

Education

NQF Level 7 qualification in Public Admin/Management/Social Sciences/CRM/Communications

Postgraduate qualification in related fields (advantage)

Job description

Office Of The Premier in Johannesburg seeks a Director to provide strategic leadership for the Provincial Customer Interface and Public Liaison Hotline. You will oversee day-to-day operations, govern pathways for citizen enquiries and complaints, and drive service excellence aligned with Batho Pele principles.

The role requires an NQF 7 qualification with 5 years in middle/senior management within customer service, stakeholder engagement, or related governance roles.