Deputy Director: Tourism Complaints Management – Pretoria – Department Of Economic Development And Tourism

About the Role

The Department of Economic Development and Tourism is seeking a dedicated Deputy Director: Tourism Complaints Management based in Pretoria. This pivotal role is designed for a proactive individual who is passionate about ensuring a high standard of service within South Africa’s vibrant tourism sector. By developing and implementing an effective complaints management system, the successful candidate will play a crucial role in enhancing the experience of tourists and ensuring that their voices are heard. This position not only supports the tourism industry but also contributes to the overall growth of the local economy and community.

In this dynamic role, you will engage with various stakeholders, including government authorities and industry partners, to manage and mediate tourism complaints effectively. Your work will be integral in establishing a transparent system that documents complaints, generates insightful reports, and identifies trends that inform policy decisions. As a representative of the government, you will contribute to upholding the values of public service and ensuring that the tourism experience in South Africa meets international standards.

About the Department

The Department of Economic Development and Tourism is committed to fostering a sustainable and competitive tourism sector in South Africa. With a mandate to promote economic growth and development, the department works tirelessly to create a conducive environment for tourism businesses while safeguarding consumer interests. By joining this department, you will be part of a team that values innovation, collaboration, and service excellence, making a tangible difference in the lives of South Africans.

What You’ll Do

• Oversee the mediation process for tourism complaints, ensuring fair outcomes for all parties involved.
• Implement a systematic approach to receive and document all tourism-related complaints.
• Collaborate with relevant authorities to establish and maintain effective practices in complaints management.
• Compile and present quarterly reports detailing statistical trends and insights regarding tourism complaints.
• Coordinate policy matters related to tourism complaints in collaboration with Legal Services.
• Identify and recommend government interventions, norms, and guidelines for complaint resolution.
• Manage projects and supervise teams to enhance the efficiency of complaints handling.

What You’ll Need

• A recognised NQF Level 7 qualification in Public Administration, Tourism Management, or a relevant field.
• At least 5 years of experience in consumer complaints management, including 3 years in a supervisory role.
• A solid legal background and management experience.
• In-depth knowledge of tourism legislation, consumer rights, and intergovernmental relations.
• Strong skills in strategy development, project implementation, and stakeholder coordination.
• Excellent communication, negotiation, and people management skills.
• A valid driver’s license (consideration will be given to qualified candidates with disabilities).

How to Apply

Please direct your application instructions below.