Career Opportunities at The South African National Roads Agency (SANRAL)

POSITION OBJECTIVE:

• The purpose of the Customer Center Supervisor role is to oversee the operations and performance of SANRAL’s Customer Service Centre, ensuring efficient service delivery and operational excellence. The role is responsible for managing staff, coordinating daily activities, monitoring service quality, and implementing processes that enhance customer experience.
• This position plays a critical role in driving compliance with tolling regulations, resolving escalated issues promptly, and ensuring that the center meets its operational targets and service-level standards. The Customer Center Supervisor/Branch Manager also supports continuous improvement initiatives and upholds SANRAL’s commitment to providing seamless and customer-focused service.

MINIMUM REQUIREMENTS:

• NQF Level 5 Higher Certificate in Business Administration, Customer Service Management, Customer Care, Call Centre Management, Retail Manager or Office Administration
• Five (5) years’ experience in customer service environment, of which 2 years must be at a supervisory level.

(Where applicable, a candidate must produce an official SAQA evaluation confirmation of their international qualification.) 

TECHNICAL COMPETENCIES:

• Familiarity with Customer Center related software, CRM systems, and VoIP platforms is essential. 
• Ability to effectively operate customer service–related systems and digital tools, including data entry, email communication, online portals, and standard office applications.
• In-depth understanding of SANRAL products and services (Customer mobility accounts, payment options, self-service channels), including processes for registration, billing, and dispute resolution to effectively describe them to customers.
• Clear, concise and empathetic communication, therefore conveying information effectively over the phone and in-person.
• Ability to engage with road users/customers in a professional, respectful, and solution-focused manner, ensuring high levels of customer satisfaction. 
• Ability to handle multiple tasks simultaneously, such as handling calls, updating customer records in the CRM related system, and making notes.
• Time management
• Problem Solving abilities
• Customer Relationship Management

KEY RESPONSIBILITIES:

Operational Oversight

• Manage all front-office and back-office operations: account registrations, data capturing, reconciliations, and transaction processing.
• Coordinate daily scheduling and allocation of staff resources, ensuring sufficient coverage and operational efficiency.
• Monitor branch systems and facilities to ensure readiness and uninterrupted service delivery.
• Oversee ABT and SANRAL mobile app functionality, ensuring technical or operational issues are escalated and resolved promptly.
• Act as the escalation point for unresolved customer concerns, complaints, or disputes that frontline staff cannot close.
• Streamline workflows and processes to reduce inefficiencies, redundancies, and error rates.
• Maintain branch business continuity, ensuring that disruptions are minimized, and alternative measures are in place when needed.

Compliance Risk and Financial Control

• Enforce strict adherence to SANRAL policies and procedures, particularly cash handling and stock management.
• Verify accuracy of financial transactions, ensuring all reconciliations balance and discrepancies are escalated.
• Identify, report, and address risks, irregularities, and non-compliance promptly, in line with SANRAL’s risk management framework.
• Ensure compliance with POPIA, audit standards, and internal governance frameworks.
• Oversee and maintain branch audit readiness, ensuring documentation and processes withstand scrutiny.
• Provide oversight for asset and resource control, ensuring proper management and safeguarding of CSC resources.

Reporting

• Prepare and submit daily, weekly and monthly reports to the Area Manager
• Compile and submit all required operational reports for the site, capturing daily activities.
• Report on daily outlet operations, any time-management issues, procedural deviations, or incidents.
• Ensure all reports are submitted promptly, adhere to CSC guidelines, and maintain a high level of accuracy.

As a supervisor, it is an inherent function of the role to exercise leadership and people management such as; facilitating structured onboarding programs, equipping new staff with system and product knowledge, and service protocols, coaching and monitoring performance, as well as cultivating a culture of accountability and teamwork.

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POSITION OBJECTIVE:

• To ensure project management in respect of specific norms and standards, according to relevant legislation, and the efficient management of resources, time and budgets associated with projects under the incumbent’s control. To develop and maintain excellent working relationships with external stakeholders and to ensure required business results.

MINIMUM REQUIREMENTS:

• BEng. or BSc. or BTech Eng. Degree in Civil Engineering.
• A minimum of 5 years’ relevant experience post qualification in any of the following fields: planning, design, construction, operations and maintenance, project, and contract management of major roadworks.
• Registered with ECSA as a Professional Engineer or Professional Engineering Technologist.

WORKING CONDITIONS / INHERENT REQUIREMENTS OF THE JOB: 

• Travel as and when required.
• Attend Cluster Meetings as an when required.
• Driver’s License.
• Work is performed in a combination of office and construction site environment, as and when required.

Skills and Competency of the ideal candidate:

• Extensive knowledge of relevant industry standards and specifications, as well as the FIDIC suite of General Conditions of Contract and relevant legislation. 
• The ability to demonstrate attention to detail and solve problems in a timely manner.
• The candidate should exhibit sound and accurate engineering and project management judgment and work well under pressure.
• Extensive project management experience in the roads sector post ECSA registration.

KEY PERFORMANCE AREAS INCLUDE, BUT ARE NOT LIMITED TO:

Identification of Projects

• Participates in the identification and prioritizing of projects using data from relevant management systems, network inspections, and personal knowledge.
• Based on requirements of the project, prepare annual budget and program.
• Ensure accurate identification of projects.
• Ensure effective prioritizing of projects.
• Ensure correct allocation of project funds.
• Ensure accurate project scope and realistic timeframes based on relevant requirements.

Procurement Management

• Participates in the procurement processes for the appointment of consulting engineers and contractors as per the Employer’s standard operating procedures for procurement.
• Prepare relevant tender documentation for appointment of consulting engineers.
• Prepare relevant tender documentation for construction, in association with the consulting engineer, based on the scope of the project.
• Attend tenderer’s briefing meetings and site inspections to brief contractors on services required for project.
• Understands risk identification and analysis in respect of tender evaluations.
• Understands Pricing Schedules and analysis of tendered rates.
• Ensure use of appropriate and correct tender documentation as per specifications.
• Ensure compliance to SANRAL’s procurement policy.

Project Management

• Manages both Consultant and Construction Contracts over the full spectrum of SANRAL projects.
• Visits sites on a regular basis to monitor progress against the project plan.
• Monitors performance of projects through regular meetings with consultants and contractors.
• Ensure that appointed service provider conducts regular site audits.
• Monitors financial performance to ensure the project remains within budget.
• Prepare monthly forecast of expenditure for each project.
• Verify fee accounts and payment certificates prior to approval for payment.
• Review scope of work and potential impact on the budget and request additional funds if necessary.
• Identify possible hazardous locations of pedestrians and vehicles on network.
• Monitor transformation targets in terms of targets on construction projects.
• Identify and manage community development projects.
• Maintain good corporative governance in terms of risks and audits requirements on projects.
• Consider innovation in project life cycle.
• Ensure early identification of problems and mitigation thereof.
• Ensure effective project and contract management.
• Ensure completion of projects on time, within budget and conformance with quality standards.
• Ensure compliance with all technical, financial and quality requirements of the contract.
• Ensure compliance to terms and conditions of the contract.
• Understand the Claims process and ensure that Notices, Claims and Engineer’s Determinations are reported to the Chair of the Claims Committee.
• Understand the Dispute process and the functions of the Dispute Adjudication Board.
• Ensure effective cash flow management.
• Identify changes in project scope timeously.
• Mitigate and report on incidents as and when required.

Specialist Support

• Heads up and/or actively participates in activities of a relevant technical cluster.
• Shares knowledge and experience with colleagues.
• Pursue research and best practice.
• Involved with development and improvement of specifications for SANRAL.
• Reviewing of Regional Memoranda and contract documentation.
• Ensure quality service delivery through use of appropriate solutions.
• Promote SANRAL’s credibility and promote aims and objectives of SANRAL.

Communication Management

• Maintains good working relationships with all colleagues in all regions and areas of expertise.
• Cultivates and maintains good working relationships with key stakeholders, consultants and contractors.
• Ensure internal collaboration and co-operation.
• Promote aims and objectives of SANRAL.