Assistant Director: Presidential Hotline

SALARY : R417 552.00 R491 847.00 per annum (Salary level 10) plus benefits
CENTRE : Pretoria
CLOSING DATE : 20 October 2017

A relevant 3 year tertiary qualification (NQF 6) with at least 6 years appropriate experience of which 3 years must be in M&E, customer care, project management and 3 years at supervisory level.
Should possess high level skills in: Report writing, project management, sound knowledge of the Microsoft Office suite (including Excel and PowerPoint).
Must have good problem solving skills & attention to detail, should have excellent verbal and written communication skills, excellent analytical skills and strong customer service skills.
Must have a professional demeanour, a sense of urgency and accuracy, the ability to maintain high work standards under sustained pressure and frequent deadlines and possess good knowledge of government policies.

The successful candidate will be responsible for supporting the work of the Hotline deputy-directorates in ensuring good quality logging of cases, ensuring effective monitoring and support to departments and provinces and supporting the research and communications functions.
This entails complaints logging support: Supporting the Deputy Director in receiving, capturing, assigning and acknowledgement of correspondence based complaints and queries.
oversight of the quality and correctness (quality assurance) of all complaints and queries logged and maintaining and updating the classification categories and systems used by the call centre.
Complaints management support to departments and provinces: Support the Deputy Director in working actively with departments, provinces and municipalities to ensure that complaints and queries are addressed in line with the standards procedures of the project.
monitor case resolution performance for each department/province and produce analytical reports to support improved performance.
monitor and support the quality of complaints resolution, in line with the quality standards and intervene when weaknesses are identified, receive, follow up, escalate and resolve complaints of urgent or serious nature and produce regular reports on the outputs and impact of your work.
Knowledge management and communications support: Support the Deputy Director in planning and developing knowledge and communication products such as case studies, reports, web updates.
plan and facilitate updated training for call centre staff.
conduct research on complaints management as required and oversee and document the satisfaction surveys process and outcomes.