Supervisor: Frontline Services at Services Seta

Description

Frontline Management and Supervision

• Oversee receptionists and switchboard operators
• Develop and implement service standards for frontline operations
• Ensure coverage at reception at all times, including during staff absences
• Monitor and assess performance of reception staff and provide coaching where necessary

Customer Service and Stakeholder Engagement

• Ensure visitors and callers receive professional and efficient service
• Handle escalated queries and complaints
• Conduct periodic assessments of service delivery and recommend improvements
• Maintain strong relationships with internal and external stakeholders

Operational and Administrative Functions

• Develop schedules to ensure reception coverage during leave periods
• Ensure accurate record-keeping of visitors and calls
• Support receptionists in administrative tasks, including document handling and meeting room bookings
• Report and follow up on maintenance issues affecting reception services

Strategic Alignment and Compliance

• Ensure compliance with organisational policies and procedures
• Train and develop reception staff on best practices and corporate standards
• Provide input on workforce planning for the frontline function
• Prepare reports on frontline performance and service issues

Achievement of Work Plans

• Effective supervision of receptionists and switchboard operators
• Quality and responsiveness of customer service at reception
• Stakeholder feedback on service delivery
• Compliance with organisational policies and procedures

Requirements

• Matric or equivalent certification (NQF 4 Level)
• National Diploma (NQF Level 6) or equivalent qualification in Business Administration, Customer Service, or Communications
• 3-5 years’ experience in a frontline, customer service, or administrative supervisory role
• Experience in a SETA or government environment is preferred