DEPUTY DIRECTOR: TOURISM COMPLAINTS MANAGEMENT

Job Overview

The Department of Tourism seeks a Deputy Director: Tourism Complaints Management based in Pretoria. Offering an all-inclusive salary package of R1,101,468 per annum (Level 12), the position requires an NQF Level 7 qualification in Public Administration, Tourism Management, or a related field, alongside 5 years of consumer complaints experience, including 3 years at a supervisory level. Responsibilities include managing complaint mediation, establishing reporting mechanisms, coordinating policy matters, and project and people management. Applications must be emailed to Recruitment5526@tourism.gov.za.

Requirements & Qualifications

• A recognised NQF Level 7 qualification in Public Administration, Tourism Management or relevant qualification
• 5 years’ experience in the field of consumer complaints
• 3 years must be at a supervisory level
• Legal Background and Management Experience
• Knowledge of Tourism, legislations and authorities pertaining to consumer complaints, labour and financial legislation, stakeholders and intergovernmental relations
• Understanding of government policies
• Skills: Strategy development and analysis, Research, Project implementation evaluation and reporting, inter-governmental relations, coordination, change management, communication, client orientation, people management, negotiation
• A valid driver’s license (Persons with disabilities that prevent them from driving will still be considered)

Key Duties & Responsibilities

• Management of the mediation of tourism complaints
• Establish and maintain a mechanism to receive and document all tourism complaints and referrals
• Establish and maintain a working modus operandi with relevant authorities and codes of practices
• Compile and generate quarterly tourism complaints reports highlighting statistical trends and patterns
• Coordinate all policy matters pertaining to tourism complaints in collaboration with Legal Services where relevant and monitor the outcomes
• Identify government interventions, norms and standards, guidelines, codes of practice, international best practice and regulations for consideration and implementation
• Co-ordinate and monitor complaints outcomes
• Accreditation of schemes or arrangements to resolve tourism complaints
• Project and People Management

Enquiries & Contact