The South African Revenue Service (SARS)
Job Purpose
To ensure that SARS effectively bridges the gap between customer needs, as expressed through customer service experience, services offered, service recovery and feedback. The unit is responsible for creating designs that are both functional and provide a seamless taxpayer and trader experience. This role focuses on enhancing customer experience through improved service obsession and voluntary compliance by ensuring the effectiveness of tax process value chain. In partnership with other internal and external stakeholders it ensures that the designed solutions improve service across Customer Experience, User Experience, Employee Experience, and User Interface. These solutions are based on consolidated feedback from customers, ensuring that designs are intuitive and enjoyable to use.
Education and Experience
Minimum Qualification & Experience Required
Bachelor’s Degree / Advanced Diploma in Business Administration/Management/Marketing/Commerce/Psychology/ Marketing/Operations Engineering (NQF 7) with 8 – 10 years’ experience in Customer Service, Business / Operations Management and Service quality management, of which 3 – 4 years at a Junior Specialist level.
#Alternative
Senior Certificate (NQF 4) or Matric 15 years Customer Service/ Business / Operations Management and Service quality management experience, of which 3 – 4 years at a Junior Specialist level.
Job Outputs:
Process
Analyse and make recommendations about improvements to specialist systems, procedures, policies and practices.
Contribute to the optimum utilisation of org. resources, advising on effective planning and development of area of specialisation resource plans.
Develop a single practice area in alignment with operational activity and procedural frameworks and ensure tactical implementation.
Draw on own technical or professional expertise, knowledge and experience to identify and recommend tactical solutions to defined problems in practices.
Integrate business information, compare, analyse and produce reports to identify trends, discrepancies and inconsistencies for decision making purposes.
Optimise goal achievement through tactical strategy implementation and optimisation of practises, processes and systems across an internal value chain.
Plan for value-added, continuous practice and system improvements to deliver on objectives to enhance tactical implementation and excellence.
Proactively identify interconnected problems, determine its impact and use to develop best fit alternatives, best practice implementation solutions.
Recommend changes to optimise processes, systems, practice areas and associated procedures and execute the implementation of change and innovation.
Translate top-down policy, apply modification in relation to own practice area and communicate impact to relevant stakeholders.
Analyse customer feedback, behavioural data, and pain points to drive design decisions and collaborate with stakeholders to define CX goals.
Conduct qualitative and quantitative research to gather input from employees about customer experiences/ Experience (CX), User Experience (UX), Employee Experience (EX), and User Interface (UI) and identify opportunities for improvement. Conduct user research, customer journey mapping, persona development, and experience audits.
Define and drive Customer Experience (CX), User Experience (UX), Employee Experience (EX), and User Interface (UI) usability studies to determine ease of doing business with SARS’s systems across channels.
Define and drive CX performance metrics in alignment with government service delivery standards.
Develop a tactical plan for successful NES/NPS/Customer Experience and Satisfaction metrics rollout and management.
Developing a deep understanding of customer needs/insights for the development of and self-service user experience/ customer Experience (CX), User Experience (UX), Employee Experience (EX), and User Interface (UI).
Drive customer experience benchmark studies with relevant revenue authorities to continuously improve value to customers.
Evaluate and track Voice of Customer (VoC) feedback drawn across sources to identify customer pain-points and define opportunities to improve.
Lead end-to-end journey mapping for various taxpayer segments (e.g., individuals, SMEs, corporations) channel and product to unlock/ Identify pain points across tax filing, payment, compliance, and inquiry processes.
Governance
Develop and /or align governance and compliance policies for own practice area to identify and manage risk exposure liability.
People
Integrate new knowledge and transfer skills attained through formal and informal learning opportunities in the execution of your job.
Provide specialist know-how, support, advice and practice thought leadership in area of expertise.
Finance
Implement and monitor financial control, management of costs and corporate governance in area of specialisation.
Client
Develop and ensure implementation of a practice that builds service delivery excellence and encourages others to provide exceptional stakeholder service.
Participate in the specialist practice community and contribute positively to organisation knowledge management.
Provide authoritative, specialist expertise and advice to internal and external stakeholders.
Behavioural competencies
Accountability
Analytical Thinking
Attention to Details
Commitment to continuous learning
Conceptual Ability
Customer Orientation
Customer Service
Expertise in Context
Honesty and Integrity
Fairness and Transparency
Organisational Awareness
Problem Solving Awareness
Trust
Stakeholder Engagement and Management
Respect
Technical competencies
Business Interaction
Business Knowledge
Continuous Process improvement
Creative and Innovative Thinking
Customer Relationship Management
Data Collection and Analysis
Efficiency improvement
Functional Policies & Procedures
Influencing Through Communication
Reporting
Compliance Competency
GOC Secret
Advert Closing Date: 8 March 2026
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