Head - Customer Relations Management

4 weeks ago


Cape Town, South Africa City of Cape Town Full time

ELIGIBILITY

CLOSING DATE

08.12.2023

REFERENCE NUMBER

WS 230/23

SALARY

TCOE 1 330 547.00

DEPARTMENT

Commercial Services

DIRECTORATE

WATER AND SANITATION Head - Customer Relations Management

**Requirements**:

- Relevant B Degree/B Tech qualification
- At least 8 years relevant experience in a Senior

Management role in Financial Management / Customer

Services Management

would be advantageous
- Valid Driver’s Licence

Key Performance Areas
- Identify and define the immediate, short and long term

objectives related to providing a customer relationship

management services function for the Water and Sanitation

Services to ensure that critical performance indicators are

monitored for continuous improvement
- Co-ordinate the Directorate’s Service notification with all

branches to ensure monthly/quarterly and annual targets

are met
- Engage and collaborate with all Water and Sanitation

branches, City’s Revenue and Call Centre stakeholders to

ensure improved service delivery for the Directorate and

ensure all customer related SLA’s are reviewed annually
- Provide strategic leadership and personnel management
- Accountable for the effective management, monitoring

and control of all customer related processes aligned to

policy and SLAs,
- Ensure that trend analysis are performed and keep abreast

with technological developments in the Customer Relations

Management(CRM) field align with the City’s and

Directorate strategy of continuously improving the

customer orientation and experience in adherence to

service standards and charter
- Ensure that the section’s Standard Operating Procedures

are monitored with supporting data and statistics to improve

customer contact management activities,
- Ensure that staff resources are utilised optimally in the CRM

Section to be able to meet and continually improve service

delivery requirements, through performance management

and skills development.



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