Job Purpose<\/p>\n
\tTo 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. \u00a0In 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.<\/p>\n
Education and Experience<\/p>\n
Minimum Qualification & Experience Required<\/p>\n
\tBachelor’s Degree \/ Advanced Diploma\u00a0in 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\u00a0level.<\/p>\n
#Alternative\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0\u00a0<\/p>\n
Senior Certificate (NQF 4) or Matric\u00a015 years Customer Service\/ Business \/ Operations Management and Service quality management\u00a0experience, of which 3 – 4 years at a Junior Specialist level.<\/p>\n
Job Outputs:<\/p>\n
Process<\/p>\n
\tAnalyse and make recommendations about improvements to specialist systems, procedures, policies and practices.
\n\tContribute to the optimum utilisation of org. resources, advising on effective planning and development of area of specialisation resource plans.
\n\tDevelop a single practice area in alignment with operational activity and procedural frameworks and ensure tactical implementation.
\n\tDraw on own technical or professional expertise, knowledge and experience to identify and recommend tactical solutions to defined problems in practices.
\n\tIntegrate business information, compare, analyse and produce reports to identify trends, discrepancies and inconsistencies for decision making purposes.
\n\tOptimise goal achievement through tactical strategy implementation and optimisation of practises, processes and systems across an internal value chain.
\n\tPlan for value-added, continuous practice and system improvements to deliver on objectives to enhance tactical implementation and excellence.
\n\tProactively identify interconnected problems, determine its impact and use to develop best fit alternatives, best practice implementation solutions.
\n\tRecommend changes to optimise processes, systems, practice areas and associated procedures and execute the implementation of change and innovation.
\n\tTranslate top-down policy, apply modification in relation to own practice area and communicate impact to relevant stakeholders.
\n\tAnalyse customer feedback, behavioural data, and pain points to drive design decisions and collaborate with stakeholders to define CX goals.
\n\tConduct 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.
\n\tDefine 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.
\n\tDefine and drive CX performance metrics in alignment with government service delivery standards.
\n\tDevelop a tactical plan for successful NES\/NPS\/Customer Experience and Satisfaction metrics rollout and management.
\n\tDeveloping 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).
\n\tDrive customer experience benchmark studies with relevant revenue authorities to continuously improve value to customers.
\n\tEvaluate and track Voice of Customer (VoC) feedback drawn across sources to identify customer pain-points and define opportunities to improve.
\n\tLead 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.<\/p>\n
Governance<\/p>\n
\tDevelop and \/or align governance and compliance policies for own practice area to identify and manage risk exposure liability.<\/p>\n
People<\/p>\n
\tIntegrate new knowledge and transfer skills attained through formal and informal learning opportunities in the execution of your job.
\n\tProvide specialist know-how, support, advice and practice thought leadership in area of expertise.<\/p>\n
Finance<\/p>\n
\tImplement and monitor financial control, management of costs and corporate governance in area of specialisation.<\/p>\n
Client<\/p>\n
\tDevelop and ensure implementation of a practice that builds service delivery excellence and encourages others to provide exceptional stakeholder service.
\n\tParticipate in the specialist practice community and contribute positively to organisation knowledge management.
\n\tProvide authoritative, specialist expertise and advice to internal and external stakeholders.<\/p>\n
Behavioural competencies<\/p>\n
\tAccountability
\n\tAnalytical Thinking
\n\tAttention to Details
\n\tCommitment to continuous learning
\n\tConceptual Ability
\n\tCustomer Orientation
\n\tCustomer Service
\n\tExpertise in Context
\n\tHonesty and Integrity
\n\tFairness and Transparency
\n\tOrganisational Awareness
\n\tProblem Solving Awareness
\n\tTrust
\n\tStakeholder Engagement and Management
\n\tRespect<\/p>\n
Technical competencies<\/p>\n
\tBusiness Interaction
\n\tBusiness Knowledge
\n\tContinuous Process improvement
\n\tCreative and Innovative Thinking
\n\tCustomer Relationship Management
\n\tData Collection and Analysis
\n\tEfficiency improvement
\n\tFunctional Policies & Procedures
\n\tInfluencing Through Communication
\n\tReporting<\/p>\n
Compliance Competency<\/p>\n
\tGOC Secret<\/p>\n
Advert Closing Date:\u00a0 8 March 2026<\/p>\n
go to method of application \u00bb<\/p>\n
Apply via company website ( ) or<\/p>\n
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