- Published on
SOUTH AFRICAN CIVIL AVIATION AUTHORITY (SACAA) VACANCIES
SOUTH AFRICAN CIVIL AVIATION AUTHORITY (SACAA)
CONTACT CENTRE TRAINEE (MIDRAND)
Reference Number SA-212
Description
Overall, Purpose of the Job
To provide an end-to-end customer service to the SACAA clients.
To improve the customer experience and customer satisfaction index.
Contact Centre
• Answer phones to respond to all inquiries made by SACAA clients. Must be able to handle 50- 70 incoming calls per day.
• Track all customer inquiries in the approved systems until queries are resolved.
• Ensure that all customer queries are addressed as per agreed Service Level Agreement (SLA).
• Liaison with clients to identify any information and service requirements - Provide first line information.
• Professionally respond to requests from both external and internal customers.
• Evaluate customer satisfaction through approved tools and systems.
Quality Control
• Record all queries and comply with all procedures which relate to the contact centre.
• Adhere to the approved quality assurance measurements.
• Adhere to the approved SLA’s
Customer Satisfaction
• Project and maintain a satisfactory image when dealing with clients.
• Ensure that all customer queries are addressed as per agreed SLA’s and that they are logged on the approved CRM system.
• Sent customer survey after every interaction
Administration
• Keep accurate records of discussions or correspondence with customers
• Communicate and coordinate with internal departments
• Analyse statistics or other data as required by management
Requirements
Minimum Requirements
Closing Date: 18 October 2024
All SACAA appointments are subject to S98 of the Civil Aviation Act, 13 of 2009 and all successful candidates will be subjected to security vetting. Employment Equity candidates will be prioritised in line with Employment Equity Plan. If you have not heard from the SACAA 90 days after the closing date, consider your application unsuccessful.
Work Level Junior
Job Type Contract
Salary Market Related
Duration 1 - 2 Years
EE Position Yes
Location Midrand
PLEASE APPLY HERE
CONTACT CENTRE TRAINEE (MIDRAND)
Reference Number SA-212
Description
Overall, Purpose of the Job
To provide an end-to-end customer service to the SACAA clients.
To improve the customer experience and customer satisfaction index.
Contact Centre
• Answer phones to respond to all inquiries made by SACAA clients. Must be able to handle 50- 70 incoming calls per day.
• Track all customer inquiries in the approved systems until queries are resolved.
• Ensure that all customer queries are addressed as per agreed Service Level Agreement (SLA).
• Liaison with clients to identify any information and service requirements - Provide first line information.
• Professionally respond to requests from both external and internal customers.
• Evaluate customer satisfaction through approved tools and systems.
Quality Control
• Record all queries and comply with all procedures which relate to the contact centre.
• Adhere to the approved quality assurance measurements.
• Adhere to the approved SLA’s
Customer Satisfaction
• Project and maintain a satisfactory image when dealing with clients.
• Ensure that all customer queries are addressed as per agreed SLA’s and that they are logged on the approved CRM system.
• Sent customer survey after every interaction
Administration
• Keep accurate records of discussions or correspondence with customers
• Communicate and coordinate with internal departments
• Analyse statistics or other data as required by management
Requirements
Minimum Requirements
- National Diploma in Business Studies; Consumer Studies; Management Studies; Marketing or related NQF Level 6 qualification
- Degree in Business Studies; Consumer Studies; Management Studies; Marketing or related NQF Level 7 qualification
- 1 year Call Centre or Client Service experience
Closing Date: 18 October 2024
All SACAA appointments are subject to S98 of the Civil Aviation Act, 13 of 2009 and all successful candidates will be subjected to security vetting. Employment Equity candidates will be prioritised in line with Employment Equity Plan. If you have not heard from the SACAA 90 days after the closing date, consider your application unsuccessful.
Work Level Junior
Job Type Contract
Salary Market Related
Duration 1 - 2 Years
EE Position Yes
Location Midrand
PLEASE APPLY HERE
TRAINEE AVIATION NURSE (MIDRAND)
Reference Number SA-271
Description
Participate in First Aid Training Oversight
Requirements
Minimum Qualification:
Work Level Junior
Job Type Contract
Salary Market Related
Duration 2 - 3 Years
EE Position Yes
Location Midrand
PLEASE APPLY HERE
TRAINEE AVIATION NURSE (MIDRAND)
Reference Number SA-271
Description
Participate in First Aid Training Oversight
- Participate in the drafting updating the First Aid Curriculum applicable to Cabin Crew content.
- Participate in the oversight of the First Aid Training Organization
- Participate in the drafting of the Master Surveillance Plans (MSP)
- Applicable to First Aid Training Organization.
- Participate in the oversight of the enforcement of processes applicable to First Aid Instructors /Examiners and Organizations
- Coordination and presentations at workshops applicable to the Collaborative Arrangement for the Prevention and Management of Public Health Events in Civil Aviation.
- Participation in legislative review applicable to ICAO Annex 6,9,11,14 and 18 and other related requirements
- Responsible for drafting Master Surveillance Plans Applicable to Part 139, Airlines and Evaluate Procedures.
- Assist with the development of regulations and technical standards
- Assist Power point preparation of the complicated medical cases for the Aeromedical Committee.
- Assist Medical Assessors with the preliminary drafting of the Aeromedical Committee Minutes
- Verification of medical examiners conducted by Designated Aviation Medical Examiners (Cabin Crew & Recreational Pilots)
- Assist Medical Assessors with drafting of legislation applicable to Part 67 Regulations
- Assist Medical Assessors in the preparation and monitoring of the progress of medical appeals
- Assist with the collection and analysis of data to ensure that safety management principals are met
- Participate in the enforcement of processes applicable to medical certification processes
- Participate in conducting research and analysis of trends and with implementation of aviation safety intervention strategies
- Ensure that customer queries are resolved within a prescribed period and identify areas of improvement.
- Participate in the quality assurance processes to ensure compliance to ISO 9001, SGS and other relevant legislation applicable to QA.
- Participation in the development of quality assurance procedures applicable to the medical department
- Participate in duties related to resolution of safety concerns and enforcement actions
Requirements
Minimum Qualification:
- Auxiliary Nurse or Enrolled Nurse or Higher Nursing Qualification
- Diploma in Nursing
- 3 Years of Professional or Enrolled or Auxiliary Nurse
- Casualty /Emergency Medicine/ICU /Corporate Experience would be advantageous
Work Level Junior
Job Type Contract
Salary Market Related
Duration 2 - 3 Years
EE Position Yes
Location Midrand
PLEASE APPLY HERE
CLIENT SERVICE OFFICER (MIDRAND)
Reference Number SA-270
Description
OVERALL PURPOSE OF THE JOB
- To assist in the establishment and implementation of the client/customer service system, and implementation of the SACAA Customer process map
- Provide customer services as per the policies and procedures of the Client Relationship Management section.
- Track all customer queries in the approved CRM system until queries are closed.
- Professionally respond to requests from both external and internal customers.
- Evaluate customer satisfaction through approved tools and systems.
- Record all queries and follow (comply with) all procedures which relate to client service, as per the ISO and other company and legal requirements.
- Take corrective action to rectify deficiencies within Client Services
- Provide client services in a manner that enhances organisational image.
- Ensure that all customer queries are addressed as per agreed SLA’s and are logged on the approved CRM system.
- Identify areas for improvement to improve customer satisfaction (and perception).
- Implement the end-to-end customer process map.
- Supervise and train entry level client services officers to enable them to perform all aspects required in terms of their key performance areas.
- Liaison and networking with clients to identify any information and service requirements.
Requirements
Minimum Qualification:
- National Diploma in Customer Relationship Management / Marketing / Public Relations / Business Studies or related NQF Level 6 qualification
- Degree in Customer Relationship Management / Marketing / Public Relations / Business Studies or related NQF Level 7 qualification.
- 2-3 years Client Services experience
Closing Date: 17 October 2024
All SACAA appointments are subject to S98 of the Civil Aviation Act, 13 of 2009 and all successful candidates will be subjected to security vetting. Employment Equity candidates will be prioritised in line with Employment Equity Plan. If you have not heard from the SACAA 90 days after the closing date, consider your application unsuccessful.
Work Level Skilled
Job Type Permanent
Salary Market Related
EE Position Yes
Location Midrand
PLEASE APPLY HERE
MANAGER: DANGEROUS GOODS (MIDRAND)
Reference Number SA-269
Description
PURPOSE OF THE JOB
- To manage the operations of the Dangerous Goods section through regulation, monitoring, enforcement, and promotion of aviation safety to ensure safe transportation of dangerous goods by air in accordance with applicable regulatory framework (namely, Annexure 18, ICAO Technical Instructions, ICAO Technical Instructions Supplement and CARS of 2011).
- To ensure compliance with aviation safety and security standards and recommended practices for dangerous goods in line with policy and procedures, regulations, and subsequent surveillance activities and the resolution of safety concerns.
- Develop and monitor the implementation of an annual Master Oversight Plan for Dangerous Goods based on risk assessments
- Develop guidelines and procedures for approval of the transportation of dangerous goods by commercial air transport operators.
- Oversee inspections for the conformity by operations regarding dangerous goods.
- Approve dangerous goods training programmes by training organisations and instructors
- Ensure audits and inspections are conducted for regulated agents and known consignors and recommendations are provided to improve on operating standards.
- Ensure corrective actions plans are followed-up and findings are closed
- Participate in the investigations of dangerous goods incidents and accidents, when required
- Plan and lead the attainment of set objectives for the Section.
- Manage key performance areas of direct reports to ensure achievements of agreed deliverables.
- Oversee the mentoring and coaching of staff on an ongoing basis.
- Manage and ensure the implementation of development interventions for the respective Dangerous Goods operations aimed at institutionalising a high-performance culture and establishing a cohesive and positive working environment within SACAA to improve staff morale and increase productivity
- Manage day-to-day operations by the Dangerous Goods Section, while keeping on top of continuous regulatory development
- Manage resources for the Section and ensure proper utilisation thereof
- Ensure that staff comply with Health and Safety legislation and related regulations and policies
- Develop an operational plan for Dangerous Goods section
- Develop a safety and security promotions plan for Dangerous Goods safety and security promotions.
- Develop and monitor On-The-Job Training and (Succession) plans.
- Develop and approve training development plans.
- Develop and monitor the implementation of the inspectorate plans
- Provide input to the annual budget, control expenditure, and implementation of control procedures for the team.
- Compile monthly and quarterly management reports
- Monitor trends of reported undeclared and mis-declared consignments
- Ensure follow-up on all reported non-compliance cases are investigated and appropriate sanction or penalty is imposed
- Ensure compliance of the Dangerous Goods function within the parameters of ICAO Technical Instructions, CARS Part 92, CATS Part 92, and Civil Aviation Act.
- Represent SACAA in negotiations and act as liaison with stakeholders and industry bodies.
- Participate in and act as liaison with pertinent Government Safety and Security structures at a local level.
- Develop capacity-building programmes and assist with development initiatives on applicable regulations within the industry.
- Act as liaison with relevant Law Enforcement agencies
- Provide industry feedback to SACAA
- Plan and execute national Dangerous Goods programmes.
- Participate in activities of identified national Dangerous Goods structures, on behalf of SACAA.
- Maintain an efficient and effective Dangerous Goods Aviation Safety Oversight System
- Conduct research on national and international trends and assist with the drafting of policy, regulations, and procedures related to Dangerous Goods.
- Initiate regulatory review and coordinate submission to the Senior Manager: Dangerous Goods and Cargo Security.
- Monitor risk trends and develop mitigation strategies, policy, regulations, and procedures related to Dangerous Goods
- Perform any other function for Dangerous Goods and Cargo Security Department when required.
Minimum Qualification
- National Diploma or NQF Level 6 Qualification
- Dangerous Goods Group A (CAT 6) Certificate
- Relevant NQF level 7 qualification or equivalent aviation safety qualification.
- Dangerous Goods and safety related certificates.
- 2 Years Dangerous Goods Instructor experience
- 5 Years Dangerous Good Environment experience
Closing date: 16 October 2024
All SACAA appointments are subject to S98 of the Civil Aviation Act, 13 of 2009 and all successful candidates will be subjected to security vetting. Employment Equity candidates will be prioritised in line with Employment Equity Plan. If you have not heard from the SACAA 90 days after the closing date, consider your application unsuccessful.
Work Level Management
Job Type Permanent
Salary Market Related
EE Position Yes
Location Midrand
PLEASE APPLY HERE