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ROAD ACCIDENT FUND (RAF)
 
The Road Accident Fund’s mission is to provide appropriate cover to all road users within the borders of South Africa; to rehabilitate and compensate persons injured as a result of motor vehicle accidents in a timely and caring manner; and to actively promote safe use of our roads
 
The Organization requires the services of qualified individuals within its Head Office for the following position:-
 
THIS IS AN INTERNAL AND EXTERNAL ADVERTISEMENT
 
CONSULTANT: QUERY ESCALATION: T.A.S.K LEVEL
24092021PR
LOCATION:  
 
CLOSING DATE & TIME: 10/5/2021 11:55 PM
 
Purpose of the Job: Reporting to the Office of the Acting Chief Operations Officer, the successful incumbent is responsible for effectively handling and ensuring that escalated queries directed to the Office of the Chief Operations Officer are attended to and resolved timeously.

 
Key Performance Areas
Query Management and Administration
§ Implement a query management system and standard operating processes.
§ Create awareness on the query management process with business units to ensure adherence to the allocated timeline.
§ Create a pool of nodal points from business units where queries will be sent for resolution.
§ Ensure ongoing feedback to the stakeholders.
§ Ensure that all the resolved queries are closed off, documented and communicated.
 
Create and Maintain the Query Management Database
§ Develop a query database for all the queries escalated to the OCOO.
§ Document all the queries and allocate them according to respective areas.
§ Maintain a stakeholder spreadsheet for consulting subject matter experts for a query resolution follow up.
§ Document all the correspondence to and from the stakeholders and notify the ACOO on the status updates.


Stakeholder Management
§ Liaise with various internal and external stakeholders to create an open culture for the office of the ACOO in relation to query Management.
§ Maintain healthy working relations with both internal and external stakeholder to ensure a smooth flow of work.
§ Liaise with the Complaints department to ensure that there are no duplicated queries registered as well as ensuring that both query management systems are aligned.
§ Engage Communications department for all the queries raised through the social media platforms.
§ Escalate unresolved queries to the RGM’s and other relevant stakeholders for intervention.
 
Reporting and Correspondence Administration
§ Compile and submit reports on the queries received, resolved, unresolved and that needs intervention.
§ Notify the ACOO on the status of the queries according to Head Office and regions.
§ Categorize the queries in terms of priority and ensure that those that needs the ACOO’s attention are brought to attention.
Qualifications and Experience
§ Diploma or Advanced Certificate @ NQF Level 6 related qualification to discipline.
§ Relevant 2 years’ experience in the similar environment.
§ Customer service experience is required.
 
Technical and Behavioral competencies required
§ Personal mastery.
§ Emotional wisdom.
§ Ethics and governance.
§ Customer orientation and customer focus.
§ Good Customer relations.
§ Excellent proficiency in Microsoft Office Packages (Excel, Microsoft Word and PowerPoint).
§ Report Writing.
§ Professional Communication skills.
§ Attention to detail and accuracy.
§ Administration skills.
§ Good Communication Skills
 
Road Accident Fund Values
· Integrity,
· Compassion,
· Accountability,
· Respect,
· Excellence
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Remuneration
Total cost to company applicable to this position is minimum R270 525.00 per annum, negotiable.
 
NB: “RAF offers Total Employment Cost packages with no additional contributions from the Employer, successful candidates are required to structure their packages in a manner that will suit their needs”.
 
Closing date: 05 October 2021
 
Applications can be forwarded to the Recruitment Officer at Eco Glades; email address is Thembelihle.recruitment@raf.co.za
 
INSTRUCTION TO PROSPECTIVE APPLICANTS
1. Indicate the name and the reference number for the position you are applying for on the subject line
2. Do not submit copies of qualifications and ID as these will be requested from shortlisted candidates on the interview date
3. Submit a short CV with a maximum of 5 pages
4. Please indicate your current salary and salary expectations if considered for the position.
 
NB:
The Road Accident Fund subscribes to the principles of employment equity and preference will be given to People with Disabilities.
· Applicants who have not received any correspondence from us within six weeks from the closing date can consider themselves unsuccessful
· Security Vetting shall be conducted on all prospective employees
· It is the applicants’ responsibility to have foreign qualification evaluated by the South African Qualification Authority (SAQA) and to provide proof of such evaluation.