About the Role
The Department of Employment and Labour is currently seeking a dedicated Supervisor: COID Client Services to join their team at the Rustenburg Labour Centre. In this pivotal role, you will be responsible for overseeing the help desk operations, ensuring that the first point of contact within the Compensation for Occupational Injuries and Diseases (COID) service meets customer expectations and maintains high standards of service delivery. This position is not just about managing queries; it is about facilitating an environment where clients feel supported and valued, making a real difference in the lives of those who have experienced workplace injuries.
Rustenburg, a vibrant city in North West, is known for its rich history and diverse community. Working in the public service here means being part of a mission that directly impacts the welfare of employees and their families. As a Supervisor, you will lead a team dedicated to customer service excellence, ensuring that all queries regarding legislation are addressed promptly and effectively. Your leadership will contribute to the overall efficiency of the department, fostering a culture of care and commitment to service excellence.
About the Department
The Department of Employment and Labour plays a crucial role in protecting the rights of workers and promoting fair labour practices across South Africa. With a mandate to ensure compliance with labour laws, the department is committed to creating a safe and equitable work environment for all South Africans. Working here means being part of a larger vision aimed at improving the lives of individuals through effective public service delivery.
What You’ll Do
- Monitor and oversee the help desk operations to ensure quality service delivery.
- Facilitate customer-driven workflows to enhance client experience.
- Coordinate the resolution of queries and follow up on outstanding issues.
- Supervise and mentor staff to achieve departmental goals.
- Attend to inquiries regarding relevant legislation and provide necessary guidance.
What You’ll Need
- An undergraduate qualification (NQF level 6) in Customer Services, Management, or a related field.
- A minimum of two years’ experience in a customer care or client service environment.
- Knowledge of relevant regulations, laws, and the Public Service Act.
- Skills in coaching, conflict management, and performance oversight.
- Ability to think critically and innovate in service delivery.
How to Apply
Please follow the application instructions provided below.
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Requirements
Undergraduate qualification (NQF level 6) as recognised by SAQA in Customer Services / Management / Customer Relations / Contact Centre Management / Office Administration Management / Communication/ Marketing.Two (2) years’ functional experience in Customer care/ Client Service environment.
Knowledge: Relevant regulations, laws and legislation, Public Service Act, Public Service Regulation, Compensation Fund business strategies and goals, Compensation Fund value chain, Directorate goal and performance requirements, PFMA and Treasury Regulations, Customer Service (Batho Pele Principles), Occupational Health and Safety Act (OHS), Promotion of Access to Information Act, The Constitution of RSA.
Skills: Coaching and Mentoring, Conflict Management, Critical and Innovation Thinking, Inspire Commitment, People Management, Performance and oversight, Programme/ Project Management, Quality Assurance, Service Delivery Innovation, Stakeholder Development & Relations.
Job Duties
Monitor and oversee the help desk at the first port of entry within the COID service.Facilitate customer-driven quality workflow processes.
Coordinate and ensure quality resolution of queries.
Attend to all queries regarding legislation and follow up on pending queries.
Supervision of staff.
