Director: Gpg Public Liaison Hotline

Requirements

An 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. Key Competencies: Demonstrable strategic leadership and management capabilities, with sound knowledge of customer relationship management, public liaison services, complaints and query management, service delivery improvement, stakeholder engagement, and public service governance. Strong intergovernmental relations skills, with the ability to coordinate and collaborate across government spheres and stakeholders to enhance service delivery and citizen satisfaction. Strong analytical, communication, negotiation, problem-solving, project management, people management, financial 201 management, and report-writing skills are essential, together with a commitment to Batho Pele principles, accountability, innovation, and service excellence.

Key Responsibilities

Provide strategic leadership in the development and implementation of the Provincial Customer Interface and Public Liaison Hotline Strategy, including the establishment of governance frameworks, policies, Standard Operating Procedures (SOPs), service standards and citizen engagement programmes in line with Batho Pele principles, POPIA, Public Service Act. and related prescripts. Manage the day-to-day operations of the Hotline and customer contact channels, ensuring the effective logging, referral, tracking and resolution of citizen enquiries and complaints. Drive service excellence through quality assurance, customer experience improvement initiatives, and the promotion of a citizen-centred service culture across the Gauteng Province. Manage stakeholder, intergovernmental and interdepartmental relations to facilitate coordinated responses to service delivery issues. Negotiate and manage service standards, Service Level Agreements (SLAs) and Memoranda of Understanding (MOUs), and represent the Office of the Premier in relevant intergovernmental and service delivery forums. Monitor compliance with service standards and turnaround times, analyse citizen feedback and service delivery trends, and provide strategic reports and recommendations to executive management. Provide evidence-based reports and strategic advice to Executive Management, EXCO, MECs and other governance structures, while ensuring data integrity, reporting accuracy, audit readiness and compliance with applicable information management and governance requirements. Oversee the management of external service providers supporting the Hotline, ensure data integrity and reporting compliance. Identify and mitigate operational and service delivery risks, strengthen internal controls, drive innovation and continuous improvement to enhance government responsiveness and citizen satisfaction. Manage the human, financial and other resources of the Directorate to ensure the effective and efficient delivery of services.

How to Apply