About the Role
The Office of the Premier in Gauteng is seeking a dynamic and strategic leader for the position of Director: GPG Public Liaison Hotline, based in Johannesburg. This role is crucial in developing and implementing the Provincial Customer Interface and Public Liaison Hotline Strategy, ensuring that citizen inquiries and complaints are effectively managed. By establishing governance frameworks and service standards aligned with Batho Pele principles, this position serves as a vital link between the government and the community, enhancing the quality of public service in Gauteng.
As the Director, you will oversee the day-to-day operations of the Hotline, ensuring that every citizen’s concern is logged, tracked, and resolved with utmost efficiency. Your leadership will drive initiatives that promote a citizen-centered service culture across the province, making a tangible difference in how the community interacts with government services. This role not only enhances service delivery but also fosters trust and accountability within local governance.
About the Department
The Office of the Premier in Gauteng plays a pivotal role in the province’s governance, focusing on enhancing service delivery and citizen engagement. Its mission is to improve the lives of residents by ensuring that government services are accessible, responsive, and aligned with community needs. Working within this department offers a unique opportunity to contribute to meaningful change and to be part of a team that prioritizes public welfare and effective service delivery.
What You’ll Do
- Provide strategic leadership in the development of governance frameworks and policies for the Public Liaison Hotline.
- Manage daily operations of the Hotline, ensuring timely logging and resolution of citizen inquiries.
- Drive service excellence through quality assurance and customer experience initiatives.
- Foster intergovernmental and stakeholder relations to enhance coordinated responses to service delivery challenges.
- Negotiate and manage service standards, SLAs, and MOUs, representing the Office of the Premier in key forums.
- Monitor compliance with service standards and analyze citizen feedback for continuous improvement.
- Prepare evidence-based strategic reports for executive management and governance structures.
- Oversee external service providers, ensuring data integrity and compliance with reporting standards.
- Identify operational risks and implement strategies for risk mitigation and service enhancement.
- Manage human, financial, and other resources effectively within the Directorate.
What You’ll Need
- An NQF level 7 qualification in Public Administration, Management, Social Sciences, or a related field (postgraduate qualification is advantageous).
- At least 5 years of experience in a middle or senior managerial role focused on customer service, complaints management, or public service delivery.
- Demonstrated strategic leadership and management capabilities.
- Strong understanding of customer relationship management and public liaison services.
- Excellent intergovernmental relations and stakeholder engagement skills.
- Proficient analytical, communication, negotiation, and project management abilities.
- Commitment to Batho Pele principles and a passion for service excellence.
How to Apply
Please submit your application before the closing date as late applications will not be considered.
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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 202 management, and report-writing skills are essential, together with a commitment to Batho Pele principles, accountability, innovation, and service excellence.
Job Duties
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.
ENQUIRES : Ms Khanyisile Mafiri Tel No: (011) 355 6060
