Job Description

Frontline Management and Supervision

Oversee receptionists and switchboard operators Develop and implement service standards for frontline operations Ensure coverage at reception at all times, including during staff absences Monitor and assess performance of reception staff and provide coaching where necessary

Customer Service and Stakeholder Engagement

Ensure visitors and callers receive professional and efficient service Handle escalated queries and complaints Conduct periodic assessments of service delivery and recommend improvements Maintain strong relationships with internal and external stakeholders

Operational and Administrative Functions

Develop schedules to ensure reception coverage during leave periods Ensure accurate record-keeping of visitors and calls Support receptionists in administrative tasks, including document handling and meeting room bookings Report and follow up on maintenance issues affecting reception services

Strategic Alignment and Compliance

Ensure compliance with organisational policies and procedures Train and develop reception staff on best practices and corporate standards Provide input on workforce planning for the frontline function Prepare reports on frontline performance and service issues

Achievement of Work Plans

Effective supervision of receptionists and switchboard operators Quality and responsiveness of customer service at reception Stakeholder feedback on service delivery Compliance with organisational policies and procedures


Matric or equivalent certification (NQF 4 Level) National Diploma (NQF Level 6) or equivalent qualification in Business Administration, Customer Service, or Communications 3-5 years' experience in a frontline, customer service, or administrative supervisory role Experience in a SETA or government environment is preferred

Closing Date:

26 March 2025