Director: Customer Care and Services Improvement

Reference number: POST 23/57

Chief Directorate: Strategy, Planning, Development and Risk Management

SALARY: R819 126 per annum, This inclusive remuneration package consists of a basic salary, the state’s contribution to the Government Employees Pension Fund and a flexible portion that may be structured i.t.o. the applicable rules. The successful candidate will be required to enter into a performance agreement and to sign an employment contract.

CENTRE: Pretoria, HSRC Building

REQUIREMENTS: An appropriate Degree or equivalent qualification PLUS three years middle management experience in customer services / relations management and experience in coordinating service delivery improvement programmes. Experience in change management will be an added advantage. Knowledge of the relevant Public Service legislation. Knowledge and understanding of social development sector and programmes. Knowledge and understanding of the application of Batho Pele principles. Knowledge and understanding of customer care practices, processes and systems. Knowledge and understanding of Service Delivery Improvement Framework. Knowledge and understanding of customer care quality assurance framework. Competencies needed: Programme and Project management skills. Financial management skills. Communication skills. Policy analysis and development skills. Service delivery innovation. Problem solving and change management skills. People management and empowerment skills. Client orientation and customer focus. Stakeholder management skills. Presentation and facilitation skills. Service monitoring and evaluation skills. Personal attributes: Good interpersonal relationship. Ability to work under pressure. Ability to work in a team and independently. Innovative and creative. Adaptability. Diplomatic. Independent thinker. Cost consciousness. Honesty and integrity.

DUTIES: Key Responsibilities: Manage the development, review and implementation of customer care policy, strategy, guidelines, service charter and monitoring and evaluation framework. Coordinate the development of the department’s service delivery improvement plan. Manage the design and implementation of integrated social development customer care hub, as well as referral, escalation, follow-up and feedback mechanisms. Manage the implementation of customer care capacity building and change management initiatives to enhance the provision of frontline services and the image of social development sector. Conduct surveys to determine trends and levels of service delivery satisfaction with regard to social development services. Liaise with managers to ensure provisioning of feedback on enquiries or complaints forwarded to the Department by other organs of state such as the Public Protector, Presidential Hotline and Public Service Commission. Provide support to management and guidance to social development sector in relation to customer care improvement in service levels.

ENQUIRIES: Mr R Hlatshwayo Tel: (012) 312 7375

It is our intention to promote representivity (race, gender and disability) in the Public Service through the filling of these posts and candidates whose transfer / promotion / appointment will promote representivity will receive preference.

APPLICATIONS: The Director General, Department of Social Development, Private Bag X901, Pretoria, 0001, Physical Address: HSRC Building, 134 Pretorius Street


CLOSING DATE: 27 June 2014

NOTE: A curriculum vitae with a detailed description of duties, the names of two referees, certified copies of qualifications and identity document must accompany your signed application for employment (Z83). Shortlisted candidates for SMS posts will be required to undergo competence assessment. The successful candidate will sign an annual performance agreement, complete a financial disclosure form and also be required to undergo a security clearance. If the candidate is applying for an OSD post, certificates of service must be attached to the CV. No faxed or e-mailed applications will be considered. It is the applicant’s responsibility to have foreign qualifications evaluated by the South African Qualification Authority (SAQA). Failure to submit the requested documents will result in your application not being considered. Applicants must submit separate application forms for each position they are applying for and clearly specify the district they would like to be placed. In case of hand delivery, applicants must register their employment application at the provincial office where they are applying. Personnel suitability checks will be conducted on short listed candidates and the appointment is subject to positive outcomes of the checks.

Correspondence will be limited to shortlisted candidates only. If you have not been contacted within three months after the closing date of this advertisement, please accept that your application was unsuccessful.

The Department of Social Development supports persons with disabilities.

Click here to download a Z83 Application Form.

Questions after the interview:

At the end of an interview there is usually an opportunity where you can ask any questions you might have. This is a great opportunity to show the interviewer that you are interested in the position as well as the company. It is a good idea to prepare a few questions before the interview – this can be done while you are doing research on the company.

Your questions should show the interviewer that you are a good candidate for the position. Try and avoid questions that are based on your personal needs and preferences, for instance:

- How much leave will I get in a year?
- Will I be considered for promotion in my first year?
- When will I get an increase?
- What time can I leave in the afternoon?

These questions are inappropriate at this stage and will probably raise concerns on the side of the interviewer. Should you be the successful candidate then all these questions will be answered in your letter of appointment so don’t waste this opportunity by asking these basic questions.

If the position is an entry level job or very junior then you are welcome to ask questions in line with the position, for instance:

- Why did the previous person leave the position?
- What would the successful person be tasked to do in a typical day?
- How does this position fit into the department and / or company?
- Could you explain the company structure to me?
- Is there any further education assistance or support?

If the position is more senior then you can prepare question around the following themes:

- current issues that will face the successful candidate;
- inter-personal challenges in the department;
- any process, technology or people challenges that needs to be attended to urgently;
- key result areas that need urgent attention in the first few months;

The above information should get you started. Prepare a few questions so that you can show your worth. Good luck with your interview!
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