Consultant: Taxpayer Interface Office x2 (2 years Fixed Term Contract) at The South African Revenue Service (SARS)

Job Purpose 

• To provide expertise, advice, and support to deliver on operational implementation plans and / or associated service delivery processes, by ensuring that incoming service requests from clients are effectively resolved, in order to continuously enhance service delivery.

Education and Experience

Minimum Qualification & Experience Required

• Relevant National Diploma / Advanced Certificate (NQF 6) AND 2-3 years' corporate tax experience in a similar environment, of which 1-2 years at knowledge worker level.

Job Outputs:

Process

• Accumulate information and provide reports with recommendations applicable to area of specialisation.
• Apply practical and applied knowledge and act authoritatively on methods, systems and procedures to identify trends and potential risks.
• Communication of situational interpretation and judgement of work outputs and queries in area of specialisation.
• Effectively plan and schedule own activities to continuously improve quality and service delivery in area of specialisation.
• Execute process and procedural change, implement the change and provide guidelines and support related to new requirements as a result of the change.
• Use practical and applied knowledge and situational judgement to consider policy implications and to arrive at decisions / conclusions.
• Correctly apply applicable legislation, including amongst others policies, procedures, and SOPs in the delivery of work outputs.
• Identify and resolve queries and problems timeously, apply discretion in line with process guidelines provided and escalate unresolved problems.
• Integrate and interact with other Business Units / stakeholders in the resolution of taxpayer queries.
• Understand integration points and identify gaps, challenges or loopholes.
• Provide inputs/recommendations to resolve identified gaps.
• Capture CIT, VAT, PAYE, MPRR and Customs and Excise applications and ensure data accuracy and completeness of information.
• Follow-up and engage taxpayer on incomplete information and/or outstanding documentation.
• Facilitate discussions and engage with relevant business units until the case is finalised.
• Ensure taxpayer compliance (manual & automated).
• Drive Taxpayer education.

Governance

• Comply to set governance and compliance procedures and processes related to an area of specialisation and continuously identify and escalate risks.

People

• Develop and maintain productive working relationships with peers and team members to achieve predefined objectives.
• Provide specialist support and advice where required in area of expertise.

Finance

• Adhere to organisational policies and procedures to ensure cost effectiveness and reduction of financial costs.

Client

• Contribute to a culture of service excellence, which builds positive relationships and provides opportunity for feedback and exceptional service.
• Ensure own understanding and adherence to customer service delivery and provide specialist support to meet or exceed customer expectations.
• Establish and build relationship with taxpayer and understand taxpayer needs.
• Continuous engagement and feedback to the taxpayer regarding the query being dealt with.
• Ensure that every client, on exiting the service centre, has obtained query resolution.
• Ensure customer satisfaction with quality and service timelines.

Behavioural competencies

• Accountability
• Analytical Thinking
• Attention to Detail
• Building Sustainability
• Commitment to Continuous Learning
• Conceptual Ability
• Customer Orientation
• Customer Service Excellence
• Fairness and Transparency
• Honesty and Integrity
• Organisational Awareness
• Respect
• Trust

Technical competencies

• Building Customer Loyalty
• Business Knowledge
• Customer Relationship Management
• Debt Management
• Efficiency improvement
• Functional Policies and Procedures
• Reporting
• Tax Knowledge