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 the 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
Requirements
National Senior Certificate or equivalent, at a minimum NQF Level 4
Relevant NQF Level 6 qualification in Business Administration, Communications or related field is required
3-5 years' experience in a frontline, customer service, or administrative role, of which 1-3 years must be at an Officer level
Experience in a SETA or government environment is preferred