Vacancies Available at The South African National Roads Agency (SANRAL)

MINIMUM REQUIREMENTS:

• An NQF Level 7 qualification in Human Resources Management or equivalent. 
• At least five years of experience in recruitment and HR Generalist. Experience in mass recruitment projects is essential.
• Candidate must have worked with SAP SuccessFactors or equivalent.

ADVANTAGEOUS:

• SABPP Registration.

KEY RESPONSIBILITIES:

Recruitment

• Partnering with HR Team Leader to determine staffing needs.
• Manage day-to-day recruitment processes, ensuring that recruitment needs meet business objectives.
• Ensure standardised recruitment processes and compliance to HR policy and associated recruitment regulatory framework, codes of good practice in recruitment, talent pipelining and workforce planning, across all SANRAL offices.
• Ensure that recruitment procedure and selection documentation, including online process flow, is completed from commencement of recruitment process to completion by relevant parties, leveraging the HR Professionals (HRP) where required.
• Serve as primary liaison with recruitment providers.
• Manage the entire recruitment process for the respective area.
• Provide input for offer and agreement of employment in consultation with HRP and/or HR Team Leader.
• Submit role specifications on SANRAL’s applicable external and internal job advertising platforms.
• Draft regret letters and communicate to unsuccessful candidates.
• Ensure all HR records in relation to recruitment processes are maintained.
• Network and understand industry-relevant talent forums and communities, and actively engage these communities to ensure active pipelining.
• Hoist and support proactive Talent engagement sessions and forums.

Recruitment Reporting

• Provide staff analytics and forecasts in terms of recruitment needs for the respective area versus appointments made and report on findings.
• Present key HR metrics and initiatives to the HR Team at staff meetings.
• Strive for continuous improvement of HR processes.
• Provide input into the workforce plan quarterly to support the business objectives.
• Provide input for the quarterly reporting and update of the workforce plan, including budget information (actuals vs forecast), track progress in attaining the employment equity plan through the recruitment exercise.
• Provide analysis on third-party spend versus the success of placements.
• Tactical project management of talent management service providers.

Recruitment Administration

• Upload/advertise vacancies on relevant portals.
• Screen CVs according to job requirements.
• Arranging interviews with panel members and candidates.
• Send out interview confirmation correspondence.
• Booking boardrooms for interviews.
• Preparation and printing of interview packs.
• Liaison with candidates.
• Email correspondence.
• Booking appointments for candidate fingerprint verification.
• Oversee all necessary employment screening within the respective area in line with SANRAL’s recruitment policy.
• Carefully scrutinise feedback received from the external screening company to ensure that employment reference outcome and other background screening feedback is satisfactory prior to extending interview invitations to shortlisted candidates.
• Notify HR Team Leader of any issues of concern arising from the background screening outcome.
• Manage job seekers' response handling for the respective area.

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MINIMUM REQUIREMENTS:

• National Senior Certificate (Grade 12). A post-matric qualification will be an added advantage.
• At least three years’ reception and switchboard experience.
• Must be computer literate and proficient in using the Microsoft Office package.

KEY RESPONSIBILITIES:

Reception:

• Greet and welcome visitors, determine nature of business, and direct them appropriately to correct venue, other SANRAL offices or the CoC that would be able to assist the visitors in terms of his/her request.
• Conform & inform SANRAL personnel of visitor arrival
• Liaise with security by following procedures, ensuring completion of visitors’ logbook, and issuing visitor badges
• Identify and report suspicious behaviour and or packages
• Ensure reception area is tidy and presentable, with all necessary stationery and material (e.g. pens, forms and brochures)
• Ensure Reception and guest-receiving areas are presentable, neat and in good order.
• Ensure professionalism in frontline is always maintained.
• Assist all incoming guests or staff with general queries.
• Receive mail and parcels and keep register.
• Manage catering hostess with preparation and serving beverages to visitors as and when required.
• Escort guests to boardrooms for their appointed meetings.

Switchboard Management

• Professionally answer all incoming calls and respond to queries.
• Determining purpose of callers, respond accurately to queries or forwarding calls to appropriate personnel or offices of SANRAL.
• Manage and update the telephone list for SANRAL COC.  
• Ensure the voicemail is attended to (if required)  
• Take and distribute messages where necessary – both written and e-mailed message format.
• Maintain a full electronic and paper diary of all boardroom bookings.
• Assist with the booking of Board rooms for internal and external meetings.

General administrative support

• Maintain proper records of incoming/outgoing mail and goods.
• Provide general administrative support when required.
• Receive courier and sign acknowledgment on receipt.
• Confirm and verify that the correct couriered documents are received.
• Assist with travel arrangements for unallocated staff at COC.  
• Responsible for stock-taking and issuing of stationery.
• Minute-taking and arranging of COC staff meetings as required.
• Provide registry services as and when required.

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MINIMUM REQUIREMENTS:

• IT Higher Certificate (NQF level 5).
• ITIL Foundation Certificate.
• 3 years relevant in an ICT service desk or IT support environment with hands-on experience in service request and incident management.

KEY RESPONSIBILITIES:

Effective Service Request and Incident Management

• Log, classify, prioritize, and resolve or escalate ICT and Facilities tickets using ITSM tools (24/7 operations).
• Ensure accurate ticket documentation and compliance with ITIL-based procedures.
• Escalate unresolved issues promptly and following up until resolution.

Effective First-Line Support

• Provide end-users with support on hardware, software, printers, email, and telephony.
• Perform basic troubleshooting and remote desktop assistance.
• Managing user access (account creation, password resets, etc.) through Active Directory.
• Knowledge Management and Continuous Improvement
• Contribute to the service desk knowledge base by documenting issues and solutions.
• Promote Continuous Improvements by identifying repetitive issues and propose enhancements.
• Promote available self-service solutions by providing basic end user training.
• Support process adherence by ensuring that all tickets are logged.

Operational and Customer Experience Enhancement

• Provide quick and efficient first-line support to minimize downtime and reinforce trust in the ICT function.
• Perform initial basic network troubleshooting and escalate complex connectivity issues.
• Manage user access control: create accounts, reset passwords, and add users to groups in Active Directory.
• Manage end to end issues through follow-ups on technical cases including escalation to external partners.
• Contribute to Knowledge Management by documenting problems with solutions and how to guides for future reference and training.
• Liaise with relevant teams to ensure resolution of recurring issues.
• Use remote support tools such as TeamViewer, Remote Desktop, or ManageEngine to assist users.
• Ensure tickets are resolved in line with agreed SLA and quality expectations.
• Daily follow ups on unresolved tickets.
• Enhance customer experience by understanding user needs and tailoring responses based on context to demonstrate attentiveness and care.

Reporting and SLA Compliance

• Provide shift-based and daily reports that summarizes tickets logged, resolved, and escalated.
• SLA Adherence / Compliance Reports
• Incident Trend Analysis report that identifies recurring issues and areas for improvement.
• Coordinate user satisfaction surveys and consolidate feedback reports.

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MINIMUM REQUIREMENTS

• NQF 5 Certificate in Contact Centre / Customer Service
• Three (3) years minimum relevant experience in a contact centre / call centre environment.

ADVANTAGEOUS:

• Experience in Customer Relation Management (CRM) System
• Experience in contact centre telephone systems e.g. SMARTZ, Avaya

KEY RESPONSIBILITIES

Customer Engagement

• Handle inbound and outbound interactions (all types of queries) via telephone, email, or digital channels across various existing projects (e.g. toll, pothole reports, vendor support etc.) and any new projects as required.
• Respond professionally to customer enquiries, in a consistent manner.
• Research required information using available resources.
• Ensure accurate, courteous, and timely responses in line with service standards.
• Adhere to Call Centre operational requirements and standard operating procedures.

KEY RESPONSIBILITIES (continued)

Operational (Case Management & Query Resolution)

• Accurately log, track and update customer and stakeholder cases using internal systems (CRM, SMARTZ, or project-specific tools).
• Provide customers with accurate product and service information regarding SANRAL’s Value Added Services.
• Resolve Tier 1 issues (First Contact) independently using provided scripts, SOPs and guides.
• Escalate unresolved cases and ensure feedback loops with relevant teams or departments.
• Assist with proactive outbound campaigns as required.
• Support project-specific admin tasks such as data capturing, document verification, and case updates.
• Participate in testing of new solutions/processes and providing frontline feedback for improvement.
• Contribute to Knowledge Management by documenting problems, solutions, and all customer interactions.
• Maintain a high standard of customer service and uphold SANRAL’s professional image.
• Collaborate with internal teams to resolve recurring issues