Deputy Director: Tourism Compliants Management

REQUIREMENTS

• A recognised NQF Level 7 qualification in Public Administration, Tourism Management or relevant qualification.
• 5 years' experience in the field of consumer complaints of which 3 years must be at a supervisory level. Legal Background and Management Experience.
• Knowledge of Tourism, legislations and authorities pertaining to consumer complaints, labour and financial legislation, stakeholders and intergovernmental relations, understanding of government policies.
• Skills: Strategy development and analysis, Research, Project implementation evaluation and reporting, inter-governmental relations, coordination, change management, communication, client orientation, people management, negotiation. A valid driver's license Persons with disabilities that prevent them from driving will still be considered.

DUTIES

• In order to develop and implement a well-managed tourism complaints management system for mediation of tourism complaints, the successful candidate will be responsible for: Management of the mediation of tourism complaints.
• Establish and maintain a mechanism to receive and document all tourism complaints and referrals. Establish and maintain a working modus operandi with relevant authorities and codes of practices.
• Compile and generate quarterly tourism complaints reports highlighting statistical trends and patterns. Coordinate all policy matters pertaining to tourism complaints in collaboration with Legal Services where relevant and monitor the outcomes.
• Identify government interventions, norms and standards, guidelines, codes of practice, international best practice and regulations for consideration and implementation. Co-ordinate and monitor complaints outcomes. Accreditation of schemes or arrangements to resolve tourism complaints. Project and People Management.