Job Description

Closing Date

2025/10/20

Reference Number

WCG250918-2

Tracking Number

DOTP 80/2025

Job Title

Call Centre Officer: People Management Contact Centre, Ref No. DOTP 80/2025

Department

Department of the Premier

Salary level

7

Enquiries

Ms B Esau at (021) 483 7037

Job Type

Permanent

Location - Country

South Africa

Location - Province

Western Cape

Location - Town / City

Cape Town, CBD

Job Purpose

The Department of the Premier, Western Cape Government, requires a service-oriented individual to support internal staff across eleven departments by responding to HR-related enquiries through the People Management Contact Centre, which includes the Call Centre, Walk-in Centre, and Mobile Contact Centre services.

Minimum Requirements

3-year National Diploma/B-Degree (equivalent or higher qualification) in Human resources, Public Management or related field; A minimum of 1 year relevant Human Resource and/or Call/Contact Centre experience.

Recommendation

None.

Key Performance Areas

Handle Human Resource (HR) related enquiries; Respond professionally to HR-related enquiries received via telephone, email, or walk-ins by identifying the nature of the query and providing accurate guidance on HR policies, procedures, and processes such as leave, pensions, housing, recruitment, and performance management; Accurately capture and categorise client interactions in the enquiry management system, ensuring client details are updated, enquiries are classified by type and urgency, and resolution statuses are maintained; Escalate unresolved queries and follow-up; Maintain and update HR-related databases and platforms, support reporting through accurate data compilation and analysis of enquiry trends, and provide statistical inputs to inform workforce planning and decision-making; Assist clients with completing required documentation, ensure forms are correctly filled and supported and forward to the appropriate HR unit, Facilitation of a mobile contact centre service : Support the planning and delivery of mobile contact centre initiatives by coordinating logistics and stakeholder engagement while assisting with client enquiries during events; It will be advantageous to a valid (Code B or higher) driving licence. NB: People with disabilities that restrict driving abilities, but who have reasonable access to transport, may also apply.

Competencies

Knowledge of the following:

HR policies, procedures, and relevant legislation (e.g., Public Service Act and regulations); Client care principles and information management; Internal and external communication protocols; Interpretation and application of HR related policies and guidelines; Use of relevant enquiry management system/ case management system; MS Office applications and HR systems (e.g., PERSAL or similar).

Skills needed:

Communication (written, verbal and presentation); Attention to detail and accuracy under pressure; Analytical and problem-solving; Data management proficiency; Professionalism, patience, and a positive attitude; Ability to work independently and collaboratively in a team; Self-motivated, disciplined, and deadline oriented; Data capturing; Strong planning, organizing and coordination abilities; Conflict resolution.

Remuneration

R 325 101 - R 382 959 per annum (Salary level 7)

Note on remuneration: Service benefits or obligations for qualifying employees (medical assistance, housing assistance, pension-fund contributions, etc) are funded or co-funded in terms of the applicable prescripts or collective agreements.

Notes

Shortlisted candidates will be required to submit documentation for verification purposes and criminal record vetting. These candidates will be required to do practical and attend interviews on a date and time determined by the department and may also be required to undergo competency assessments/proficiency tests. The selection process will be guided by the EE targets of the employing department.

By applying for this position, you are consenting to the Western Cape Government contacting your previous employers/managers for an employment reference. Reference checks will include enquiries relating to your disciplinary records and reasons for leaving.



Should you experience difficulties with your online application, technical support is available from Monday to Friday from 08:00 to 16.00. Contact the

helpline at 0861 370 214

. For all other queries relating to the position, kindly contact the enquiries person as indicated in the advert. Please ensure that you submit your application before the closing date as no late applications will be considered.