• Reference Number : REFS/056359
• Directorate : Institutional Development Support and Integrity Management
• Number of Posts : 1

• Package : R 1 317 384.00- R1 551 807.00 (all-inclusive remuneration package)
• Enquiries : Ms Khanyisile Mafiri, Tel: (011) 355 6060

Requirements :

• An NQF level 7 qualification in Public Administration, Management, Social Sciences, Customer Relations Management, Communications, or related field. A postgraduate qualification in the related fields will be an added advantage. 5 years of experience at a middle/senior managerial level in customer service, complaints management, call centre operations, stakeholder engagement, public participation, case management systems, data analytics, intergovernmental relations or service delivery management. KEY COMPETENCIES: Demonstrable strategic leadership and management capabilities, with sound knowledge of customer relationship management, public liaison services, complaints and query management, service delivery improvement, stakeholder engagement, and public service governance. Strong intergovernmental relations skills, with the ability to coordinate and collaborate across government spheres and stakeholders to enhance service delivery and citizen satisfaction. Strong analytical, communication, negotiation, problem-solving, project management, people management, financial management, and report-writing skills are essential, together with a commitment to Batho Pele principles, accountability, innovation, and service excellence.

Duties :

• Provide strategic leadership in the development and implementation of the Provincial Customer Interface and Public Liaison Hotline Strategy, including the establishment of governance frameworks, policies, Standard Operating Procedures (SOPs), service standards and citizen engagement programmes in line with Batho Pele principles, POPIA, Public Service Act. and related prescripts. Manage the day-to-day operations of the Hotline and customer contact channels, ensuring the effective logging, referral, tracking and resolution of citizen enquiries and complaints. Drive service excellence through quality assurance, customer experience improvement initiatives, and the promotion of a citizen-centred service culture across the Gauteng Province. Manage stakeholder, intergovernmental and interdepartmental relations to facilitate coordinated responses to service delivery issues. Negotiate and manage service standards, Service Level Agreements (SLAs) and Memoranda of Understanding (MOUs), and represent the Office of the Premier in relevant intergovernmental and service delivery forums. Monitor compliance with service standards and turnaround times, analyse citizen feedback and service delivery trends, and provide strategic reports and recommendations to executive management. Provide evidence-based reports and strategic advice to Executive Management, EXCO, MECs and other governance structures, while ensuring data integrity, reporting accuracy, audit readiness and compliance with applicable information management and governance requirements. Oversee the management of external service providers supporting the Hotline, ensure data integrity and reporting compliance. Identify and mitigate operational and service delivery risks, strengthen internal controls, drive innovation and continuous improvement to enhance government responsiveness and citizen satisfaction. Manage the human, financial and other resources of the Directorate to ensure the effective and efficient delivery of services.

Notes :

• APPLICATIONS: Applications must be submitted ONLY online at www.gautengonline.gov.za. NOTE. Applicants must submit a fully completed and signed new Z83 Form; a comprehensive Curriculum Vitae (CV); and the relevant reference number quoted on the application. Applications submitted by email, fax, post or hand delivery will not be accepted. Failure to submit all the required documents will result in the application not being considered. Only shortlisted candidates will be required to submit certified copies of qualifications, identity documents and other supporting documents on or before the interview date, as directed by Human Resources. Applicants with foreign qualifications must submit a SAQA evaluation certificate if shortlisted. All shortlisted candidates, including SMS, shall undertake two pre-entry assessments. One must be a practical exercise, and the other must be an Integrity (Ethical Conduct) Assessment. Selection panels shall score both technical exercises as an additional criterion in the interview process. Following the technical exercise and interview, a maximum of three (3) SMS candidates will undergo psychometric assessments to assess cognitive capabilities, behavioural preferences, emotional intelligence, and integrity. Attend a DPSA-prescribed SMS Competency Assessment if recommended by the Selection Committee following the interview process. Appointment to an SMS post is subject to successful completion of the Nyukela Pre-Entry Programme (Certificate for Entry into the SMS) offered by the National School of Government (NSG). The successful candidate must provide proof of registration and successful completion of the programme prior to appointment. The cost of the programme is for the applicant's own account. For further information visit: www.thensg.gov.za/training. The successful candidate will be required to sign a Performance Agreement within three (3) months of assuming duty, disclose their financial interests in accordance with applicable regulations. Undergo personnel suitability checks, including criminal record, citizenship, credit, qualification and employment verification. The Gauteng Office of the Premier is committed to the principles of Employment Equity and fair representation. In line with the Department's Employment Equity Plan, preference will be given to suitably qualified candidates from designated groups. Particular consideration will be given to African females, Coloured males, Indian males, Indian females, White males, White females, and persons with disabilities, in order to promote equitable representation within the Department. By applying, applicants consent to the processing of their personal information in accordance with the Protection of Personal Information Act (POPIA). If you have not been contacted within three (3) months of the closing date, please consider your application unsuccessful. The Gauteng Office of the Premier reserves the right not to fill, withdraw or cancel the advertised post at any stage of the recruitment process. The Gauteng Office of the Premier thanks all applicants for their interest. No late applications will be considered. Applicants can view the full details of the advert on the Public Service Vacancy Circular (www,dpsa.go.za) Circular 32 of 2026 or on the GPG Professional Job Centre (Gauteng.gov.za).

Employer : Office Of The Premier

Location : Johannesburg

Closing Date : 22-09-2026

Please Notes :

• Due to the large number of applications we envisage receiving, applications will not be acknowledged. If you do not receive any response within 3 months, please accept that your application was not successful.