Published on: October 28, 2026

WESTERN CAPE LIQUOR AUTHORITY (WCLA) VACANCIES

WCLA VACANCIES

WESTERN CAPE LIQUOR AUTHORITY (WCLA)

CLIENT SERVICES AGENT WCLA 11/2026

Listing reference: wcla_000021

Listing status: Online

Apply by: 8 November 2026

Position summary

Industry: Government

Job category: Administration

Location: Bellville

Contract: Permanent

Remuneration: R325 311 Per Annum Total Cost To Company

EE position: Yes

About our company

The Western Cape Liquor Authority regulates the retail sale and micro-manufacturing of liquor in the province, ensuring effective regulation in the interest of the public.

Introduction

The Client Services Agent serves as the first point of contact for the Western Cape Liquor Authority (WCLA). The role is central to ensuring efficient client engagement, timely resolution of queries, accurate lodgment of applications, and consistent communication with stakeholders. The incumbent will also contribute to strengthening the capacity and processes of the Client Services Unit, ensuring compliance with the Western Cape Liquor Act, 2008 (Act 4 of 2008), and continuous improvement in service delivery.

Job description

1. Client Services Standard

Act as first-line support for stakeholders via all WCLA communication platforms.
Acknowledge and respond to all client queries within service timeframes.
Provide accurate and clear information to clients on processes and requirements.
Assist with client education and awareness initiatives.

2. Application Lodgment and Data Accuracy

Assist clients with lodgment of applications and verification of documents.
Capture applications and client information accurately on WCLA systems.
Update records and track progress of lodged applications.

3. eLicence System Support

Provide first-line support to clients on the use of the eLicence system (registrations, logins, submissions, payments, status tracking).
Log and escalate system-related issues (technical errors, downtime, user access problems) to the ICT/technical support team.
Guide clients step-by-step in navigating the eLicence portal and submitting applications or renewals.
Monitor and track queries specific to the eLicence system to ensure timely resolution.
Assist in testing new functionalities, updates, or enhancements on the eLicence platform.
Provide feedback on recurring client challenges to improve the system and client user experience.

4. Query and Complaint Management

Provide first-line support via telephone, email, online, and walk-in channels.
Log, prioritise, and resolve client queries in line with service standards.
Direct complaints to relevant components and follow up until closure.
Maintain accurate records of all queries and complaints.

5. Administration, Process Improvement and Reporting

Conduct administrative duties related to client services activities and application processes.
Provide timeous information to supervisor for reporting purposes.
Support the development and refinement of client services processes and SOPs.
Identify and recommend improvements to workflows.
Assist with training as and when required.
Share knowledge and best practices within the unit.

Knowledge:

Working knowledge of relevant Public Sector legislation, e.g. PFMA, National and Provincial Treasury Regulations, Administrative Law.
Working knowledge of relevant industry legislation and regulations, e.g. National Liquor Act, Provincial Liquor Act, POPI, PAJA, PAIA.
Working knowledge and understanding of data analysis and presentation
Working knowledge of end-to-end system processes
Computer literate

Skills:

Strong analytical and systematic problem-solving skills.
Exceptional interpersonal, communication, writing, reporting and presentation skills.
Ability to function independently and within a team.
Ability to prioritize and adapt, managing multiple tasks and tight deadlines.
Computer literacy plus advanced proficiency in MS Office (Word, Excel, PowerPoint)

Requirements:

Relevant NQF 6 qualification – Administration or related
Minimum 2 years’ experience within client services, support, front-office or data processing
Working knowledge and experience with a Document Management System
Computer literate with touch-typing skills

Experience and competencies which will be advantageous:

Relevant NQF 7 qualification in Administration or related
Working knowledge and experience in a regulatory or public sector environment
Working knowledge and experience data analysis and presentation
Understanding of working knowledge of relevant industry legislation and regulations
Computer literacy plus advanced proficiency in MS Office

Application Procedure

Applicants must submit a formal WCLA Application form, a comprehensive CV, certified copies of qualifications, identity document and driver’s license (where applicable). WCLA Application forms can be obtained from the WCLA website: www.wcla.gov.za (tab: News, Notices and must reach the Human Resources Section on or before the closing date indicated.

Only Electronic applications will be accepted (via website: www.wcla.gov.za). Applications received after the closing date will not be accepted or considered. Should you not be contacted within two months from the closing date for applications, the candidate must accept that the application was unsuccessful.

Shortlisted candidates may be subjected to personnel suitability checks which include criminal record checks and qualification verification. By applying for this position, candidates agree to reference checks, criminal and qualification checks being performed.

Competency tests may be done before an appointment is made for all Senior Management positions.

Please note that the following will lead to disqualification of applications:

1. Submission of fraudulent qualifications and / or documentation.

2. Non-submission of certified copies of academic qualifications / records.

3. Non-submission of WCLA Application form, Curriculum Vitae, Identity document and Driver’s License (where applicable).

The WCLA reserves the right not to make an appointment.

The Western Cape Liquor Authority is guided by the principles of the Employment Equity Act.

ENQUIRIES: Ms Favourite Mlondo : (021) 204 9732

Minimum requirements

Requirements:

Relevant NQF 6 qualification – Administration or related
Minimum 2 years’ experience within client services, support, front-office or data processing
Working knowledge and experience with a Document Management System
Computer literate with touch-typing skills

Experience and competencies which will be advantageous:

Relevant NQF 7 qualification in Administration or related
Working knowledge and experience in a regulatory or public sector environment
Working knowledge and experience data analysis and presentation
Understanding of working knowledge of relevant industry legislation and regulations
Computer literacy plus advanced proficiency in MS Office

CLICK TO APPLY

LLT SECRETARIAT WCLA10/2026

Listing reference: wcla_000020

Listing status: Online

Apply by: 8 November 2026

Position summary

Industry: Public Services

Job category: Operations Management

Location: Bellville

Contract: Permanent

Remuneration: R932 292 – R1 098 195 Cost to Employer (CTE) per annum

EE position: Yes

About our company

The Western Cape Liquor Authority regulates the retail sale and micro-manufacturing of liquor in the province, ensuring effective regulation in the interest of the public.

Introduction

To facilitate regulatory processes related to the Liquor Licensing Tribunal and the Liquor Licensing Appeal Tribunal.

Job description

1. Strategic management of Component

Contribute to the WCLA strategic decion-making process
Prepare and manage budget for component
Proactively manage and report on component's projects.
Accurate input to QPR for component provided timeously.
Ensure all policies and SOP's (Internal control) is developed for component.

2. SALGA & SAPS

Manage agreement with WCLA and SALGA/SAPS
Manage the availability of SALGA and SAPS members
Manage payment arrangements of SALGA/SAPS members between WCLA and SALGA/SAPS
Liaise with SALGA/SAPS on corroboration with WCLA and local government (municipalities)

3. Optimal management of resources and processes enabling the Tribunal

Manage and direct processes and resources enabling optimal functioning of Tribunal
Manage the summons process
Manage the evidence gathering process
Manage the schedule of Tribunal Sittings
Manage the Tribunal case roll
Manage logistical arrangements for the Tribunal
Ensure Tribunal orders communicated and served
Ensure monitoring of compliance to Tribunal orders

4. Stakeholder Management

Manage effective stakeholder relations between tribunal and administration
Manage effective stakeholder relationships between the tribunal and the governing board
Manage effective stakeholder relationships between the tribunal and external stakeholders
Contact person between tribunal and applicant/ representative

5. Appeal Tribunal

Manage and administer the proceedings of the appeal tribunal
Manage the schedule of Appeal Tribunal Hearings
Manage appeal Tribunal rolls
Manage logistical arrangements for the appeal tribunal
Manage the evidence gathering process

6. Legal

Manage and participate in amendments to the Act and Regulations

7. Policy & Research

Direct and oversee research to be conducted
Ensure research is evidence and data driven
Ensure research inform policy decisions and enable the WCLA to regulate liquor effectively

8. Prosecution

Oversee and manage the prosecution unit
Manage case load and referrals considering capacity within the Tribunal
Oversee the implementation and maintenance of the Licence Management and Tracking System (LMATS)

9. Issuing Unit

Oversee and manage the processing of Tribunal decisions in line with legislative requirements.
Oversee and manage the processing of conditional approvals within the prescripts of the legislation.
Oversee the implementation and maintenance of the Licence Management and Tracking System (LMATS)

10. Effective resource management (human, financial and physical) within the Unit

Establish and maintain appropriate systems (analytical tools, information systems, projections of cost behaviour) and policies to ensure effective and efficient management of resource.
Perform accurate forecasting, budgeting, and allocation of resources within the unit
Manage external contractors and suppliers within the unit
Develop and manage internal service level agreements with other units.
Ensure effective identification and management of business risks, resources, and continuous improvement.
Manage capacity within the unit to ensure sustained service delivery

11. Effective people management within the Unit

Manage people development in line with organisation-wide skills development strategy within the unit
Manage talent within the unit and ensure talent management strategies (attraction, retention, development) are implemented
Implement performance management within the unit in line with Human Resources Policies and Guidelines
Manage grievances, discipline, and terminations within the division in line with Human Resources policies and guidelines
Lead and direct staff within the unit to be able to meet the objectives set for them
Build and foster a culture of good governance, customer service, honesty and integrity and world class delivery in the division
Implement innovative recognition and reward systems

12. Effective promotion and practice of good corporate governance risk and compliance pertaining to HR and financial policies, legislations, and regulations

Implement governance framework to ensure professional conduct by Unit employees and upholding of WCLA values and governing principles
Ensure good governance within the unit in line with the corporate governance guidelines and related legislation
Manage risks within the unit
Manage compliance within legislation, regulations, WCLA policies and procedures within the unit
Ensure compliance of the unit with all audit requirements emanating from audit processes within the unit
Draft and submit annual, quarterly, and monthly reports required or delegated.

MINIMUM QUALIFICATIONS / EXPERIENCE

B Degree in Law (NQF level 7).
Required functional knowledge / skills
High level working knowledge of relevant Public Sector legislation, e.g. PFMA, National and Provincial Treasury Regulations, Administrative Law.
High level of working knowledge of relevant industry legislation and regulations, e.g. National Liquor Act, Provincial Liquor Act, POPI, PAJA, PAIA.
Working knowledge of Risk management and Project management
Working knowledge Court and Hearing proceedings
High level of report writing skills
Computer literate plus advanced proficiency in MS Office

Required experience

At least 5 years’ relevant senior management experience.
Experience and knowledge of the Public Sector strategic and budget planning processes.
Experience working with a governing board (advantageous).
Exposure to a regulatory environment (advantageous).
Data translation and operational dashboard design