DIRECTOR: GPG PUBLIC LIAISON HOTLINE

Job Overview

The Office of the Premier seeks a Director for the GPG Public Liaison Hotline based in Johannesburg. The role requires an NQF level 7 qualification and 5 years of senior managerial experience in customer service, call centre operations, or public administration. Responsibilities include leading hotline strategies, managing day-to-day operations, ensuring compliance with Batho Pele and POPIA principles, and overseeing stakeholder relations.

Requirements & Qualifications

• An NQF level 7 qualification in Public Administration, Management, Social Sciences, Customer Relations Management, Communications, or related field.
• A postgraduate qualification in 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.
• Demonstrable strategic leadership and management capabilities.
• 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.
• Strong analytical, communication, negotiation, problem-solving, project management, people management, financial management, and report-writing skills.
• Commitment to Batho Pele principles, accountability, innovation, and service excellence.

Key Duties & Responsibilities

• Provide strategic leadership in the development and implementation of the Provincial Customer Interface and Public Liaison Hotline Strategy, including governance frameworks, policies, SOPs, service standards and citizen engagement programmes.
• Manage day-to-day operations of the Hotline and customer contact channels, ensuring effective logging, referral, tracking and resolution of citizen enquiries and complaints.
• Drive service excellence through quality assurance, customer experience improvement initiatives, and promotion of a citizen-centred service culture across 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 forums.
• Monitor compliance with service standards and turnaround times, analyse citizen feedback and service delivery trends, and provide strategic reports and recommendations.
• Provide evidence-based reports and strategic advice to Executive Management, EXCO, MECs and other governance structures.
• Ensure 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 and ensure data integrity and reporting compliance.
• Identify and mitigate operational and service delivery risks, strengthen internal controls, drive innovation and continuous improvement.
• Manage the human, financial and other resources of the Directorate.