About the Role
The Compensation Fund is seeking a dedicated Supervisor: Inbound to join their team in Pretoria. This role is essential to ensuring that the Fund’s customer service operations run smoothly and efficiently, directly impacting how well the community receives compensation for workplace injuries. By supervising the inbound services unit, you will facilitate a high-quality workflow and ensure that all queries are addressed promptly and effectively. Your efforts will contribute to a more responsive public service, enhancing the overall experience for citizens who rely on these vital services.
Working in Pretoria, this role allows you to make a tangible difference in the lives of South Africans. You will coordinate and resolve inquiries related to the Compensation for Occupational Injuries and Diseases (COID) services while leading a team dedicated to customer care. Your leadership will help foster a culture of excellence within the unit, encouraging staff to provide the best possible service to the public.
About the Department
The Compensation Fund operates under the Department of Employment and Labour, with a mission to provide comprehensive compensation benefits to workers injured on the job. The department’s focus is on ensuring that workers’ rights are upheld while promoting safety in the workplace. Working at the Compensation Fund means being part of a team that is committed to social justice and the well-being of South Africans, contributing to a fair and equitable society.
What You’ll Do
- Supervise the inbound services unit and ensure quality workflows for effective query resolution.
- Facilitate customer-driven processes and maintain high service standards.
- Address and provide feedback on all COID service inquiries.
- Mentor and coach staff to enhance performance and service delivery.
- Monitor and report on service delivery metrics to ensure continuous improvement.
- Collaborate with stakeholders to foster positive relationships and enhance service outcomes.
What You’ll Need
- An undergraduate qualification (NQF Level 6) in Communications, Marketing Management, Business Administration, or a related field.
- A minimum of 2 years’ experience in a customer care environment.
- Strong knowledge of relevant legislation and regulations, including PFMA, COIDA, and the Public Service Act.
- Excellent skills in call management, data capturing, and performance oversight.
- Ability to think critically and innovatively, with a focus on quality assurance and service delivery.
- Strong interpersonal skills for effective stakeholder development and management.
How to Apply
Direct your applications to the instructions below.
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Requirements
An Undergraduate qualification (NQF Level 6) as recognized by SAQA in Communications / Marketing Management / Business Administration / Management / Public Management / Administration / Contact Centre Management / Administrative Management.2 years’ functional experience in 19 customer care environment.
Knowledge: Knowledge of relevant Regulations, Law and Legislation (PFMA, COIDA, POPIA, Promotion of access of Information Access, Public Service Act, Labour Relation Act, National Treasury Regulations).
Digital Acumen/Call Centre Functionalities.
Call Management.
Query Management.
Stakeholder Development and Management.
Compensation Fund, policies, procedures, processes.
Contact Centre vision and objectives.
Contact Centre performance requirements.
Customer service (Batho Pele Principles).
Customer Care Processes and Procedures.
Legislative Requirements: Public Service Regulation.
Skills: Call management.
Data Collection/Capturing.
Coaching and Mentoring.
Critical and Innovative Thinking.
Direction Setting.
Performance and oversight.
Programme / Project Management.
Quality Assurance.
Knowledge Management.
Risk Management.
Service Delivery Innovation.
Stakeholder Development & Relations.
Job Duties
Facilitate customer driven quality workflow processes for inbound services.Coordinate and ensure quality resolution of queries for inbound.
Attend to all COID services queries and provide feedback.
Supervise staff in the unit.
