Head of Department - Customer Services (2527) at The South African National Roads Agency (SANRAL)

MINIMUM REQUIREMENTS

• Bachelor’s Degree in Communication / Marketing or Relevant undergraduate degree 
• 10 years’ work experience with 5 years in a management role  

KNOWLEDGE AND EXPERIENCE

• CEM, Marketing and / or Call Centre function 
• Customer skills and customer relations management 
• Project Management & people management experience 
• people management at a Senior Management level

KEY RESPONSIBILITIES

STRATEGY

• Understand the business objectives and how they relate to CEM, Call Centre Strategies as well as Governmental projects. 
• Achieve the contractual business deliverables for the  National Call Center Strategy  
• revolutionizing how they connect with our customers.  
• Implementing processes from traditional methods to a digital-first approach,  
• Implementation of world class and digital experiences that drive meaningful customer engagement. 
• Review and validate strategic direction through monitoring the economic status quo 
• Measure success factors for excellence in Customer Service,  Key and Corporate Accounts and Call and Project centres  
• Stakeholder, Collaboration and Cooperation of Governmental entities 

KEY SERVICE AREA

• Workforce planning to ensure optimisation in National Call Center and Sanral Projects  
• Audit existing customer service levels and facilitate weekly/ monthly / quarterly reporting 
• Create experience standards & incorporate throughout the entire management function, incorporating business documentation  and all other reporting functions 
• Define, facilitate & maintain the desired brand, look & feel against the given contractual obligations  
• Handle all points of customer contact with a strong focus on delivery exemplary & identify areas of improvement 
• Apply financial principles, incorporating cost saving, ensuring value add Ensure legal and governance compliance measurements relevant per environment 

KEY RESPONSIBILITIES (continue)

REPORTING

• Policy & Statutory Governance 
• Contractual Compliance, incorporating all Customer Service and DPC reporting requirements 
• Sub-contractor & stakeholder  relationships 
• Keep abreast of Economic sphere 
• Compilation of all contractual and monthly reports

LEADERSHIP

• Interfaces between multiple Mancos, DHs & Employees 
• Enhance the reputation (Brand identity and awareness) 
• Foster quality and a high level of service delivery satisfaction 
• monitoring of performance and conduct of personnel required to achieve the contractual objectives.