Ws 02/24 Manager: Customer Services
2 months ago
ELIGIBILITY
All Suitably Qualifed
CLOSING DATE
23.02.2024
REFERENCE NUMBER
WS 02/24 External
SALARY
1617860.00 to 1968177.00
DEPARTMENT
Commercial Services
DIRECTORATE
WATER AND SANITATION
Customer Services
WS 02/24 Manager
**Requirements**:
- A relevant professional qualification (Btech/First degree)
- At least10 years extensive managerial experience in a
complex operations management environment i.e.
managing large customer base.
- A proven track record of experience in analysing and resolving
complex management and operational challenges.
- A proven track record of implementing short, medium and
long-term (multiyear) strategies and programmes,
team productivity and quality targets is essential, paired
with implementation of Business Improvement Processes,
Service Standards and Technology.
- Utilities/ water services management experience will be an
advantage
- Stakeholder Management of diverse groups will be an advantage.
- Professional registration will be preferred
- A valid driver’s licence.
Key Performance Areas
- Leading a multi-channel, expert team handling and fulfilling
the City of Cape Town Water and Sanitation
Service Revenue Management value chain as it relates
to water metering operations, customer billing,
debt management, effective customer relations management
and Business analysis functions
- Implementing relevant short, medium and long term
(multiyear) strategies and programmes, to improve
the team productivity and quality targets
- Responsible for delivering industry standard customer
services, promptly and effectively as well as
maximising first contact resolution and
service-oriented culture, building customer trust and
improving customer satisfaction
- Enhance revenue management within the parameters of the
City’s Water Strategy (being a water sensitive and resilient City)
- Manage continuous improvement processes, service standards
and technology; keeping abreast with
national and international standards and best business
and technology practises e.g. the identification
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