Call Centre Agent Opportunities | Government vacancies 2025 - Job Description
Call Centre Agent Opportunities at the Department of Labour (UIF Division)
The Department of Labour’s Unemployment Insurance Fund (UIF) is seeking dynamic, customer-focused individuals to fill four Call Centre Agent positions (Reference: HR4/4/3/2025/CCA/UIF). These positions offer an opportunity to contribute to service excellence while gaining valuable experience in public service. Below, you will find an in-depth overview of the post, including its requirements, responsibilities, and application process.
Position Overview
Title: Call Centre Agent (x4)
Reference Number: HR4/4/3/2025/CCA/UIF
Location: Pretoria
Salary: R173,703.00 per annum
These roles are designed to enhance the Unemployment Insurance Fund’s customer support and administrative efficiency through professional call-handling and database management. The positions contribute to the department’s mission of providing accessible, high-quality public services.
The Department of Labour’s Unemployment Insurance Fund (UIF) is seeking dynamic, customer-focused individuals to fill four Call Centre Agent positions (Reference: HR4/4/3/2025/CCA/UIF). These positions offer an opportunity to contribute to service excellence while gaining valuable experience in public service. Below, you will find an in-depth overview of the post, including its requirements, responsibilities, and application process.
Position Overview
Title: Call Centre Agent (x4)
Reference Number: HR4/4/3/2025/CCA/UIF
Location: Pretoria
Salary: R173,703.00 per annum
These roles are designed to enhance the Unemployment Insurance Fund’s customer support and administrative efficiency through professional call-handling and database management. The positions contribute to the department’s mission of providing accessible, high-quality public services.
Minimum Requirements
Educational Qualifications:
A Senior Certificate/Grade 12 or equivalent is required.
Experience:
Although no prior experience is explicitly required, applicants with 0–6 months of relevant exposure will be given preference.
Knowledge Requirements:
Batho Pele Principles (guidelines for effective public service delivery).
Telephone etiquette standards.
Call centre operating systems.
Skills Requirements:
Computer Literacy: Proficiency in basic computer applications.
Interpersonal Skills: Ability to engage professionally with diverse stakeholders.
Communication Skills: Strong verbal and written communication.
Listening Abilities: Attentiveness to caller concerns.
Customer Focus: A service-oriented mindset.
Key Responsibilities
As a Call Centre Agent, the successful candidates will:
Handle Outgoing Calls (Outbound):
Engage with clients to provide support and disseminate relevant information. Outbound calls may include follow-ups, clarifications, and updates.
Database Maintenance:
Ensure the accuracy, organization, and timely updating of client and operational data within the UIF database.
Respond to Electronic Enquiries:
Address and resolve electronic queries via email or other online platforms in a professional and timely manner.
Application Process
Application Submission:
Applications must be sent to Jobs-UIF2@labour.gov.za, addressed to the Chief Director: Corporate Services.
Closing Date:
All applications must be submitted by 15 Feb 2025 at 16:00. Late submissions will not be considered.
Application Guidelines
Form Z83 Completion:
Applications must be submitted using the updated Z83 application form.
Ensure the form is fully completed, signed, and initialed.
Forms can be obtained from public service departments or downloaded from gov.za.
Supporting Documents:
Attach a comprehensive CV detailing qualifications and work history.
Include copies of qualifications (e.g., Senior Certificate), ID, and a driver’s license (if applicable).
Certification of documents is not required during the application phase but may be requested if shortlisted.
Specific Instructions for Online Applications:
Combine all documents (Z83 form, CV, and supporting documents) into one PDF file.
Use the correct job title and reference number in the email subject line.
Failure to adhere to these instructions will result in disqualification.
Special Notes:
Applications submitted via fax will not be accepted.
Applicants holding foreign qualifications must include an evaluation certificate from the South African Qualifications Authority (SAQA).
Non-RSA citizens or permanent residents must attach proof of permanent residency.
Selection and Shortlisting Process
The selection process is guided by the department’s Employment Equity Plan to promote diversity and inclusivity. Below is an outline of the selection stages:
Screening and Shortlisting:
Only shortlisted candidates will be contacted.
Applicants who have not been contacted within eight weeks of the closing date should consider their application unsuccessful.
Personnel Suitability Checks:
Shortlisted candidates will undergo checks for:
Criminal records
Citizenship
Credit history
Qualification verification
Employment verification
Interview Process:
Shortlisted candidates may be required to complete a technical competency exercise related to call centre functions.
Interviews will assess both technical skills and interpersonal abilities.
Post-Interview Requirements:
A pre-entry certificate from the National School of Government (NSG) is mandatory for all SMS-level applicants. Details can be found at the NSG website.
Additional Information
Employment Equity Considerations:
The department aims to achieve equitable representation across race, gender, and disability groups. This commitment ensures alignment with its Employment Equity Plan.
Affirmative Action:
Priority will be given to candidates whose appointment will enhance representativity in line with the department’s equity targets.
Rights Reserved:
The department reserves the right not to fill the advertised posts if no suitable candidate is identified.
Internship Agreement:
Successful candidates may be required to sign an internship performance agreement upon appointment.
Conclusion
The Call Centre Agent positions at the Department of Labour (UIF) present a valuable career opportunity for individuals passionate about public service and customer engagement. By meeting the outlined requirements and following the application instructions carefully, candidates can maximize their chances of securing one of these competitive posts.
For prospective applicants, this is more than just a job; it is an opportunity to contribute to meaningful change within the public service sector, supporting citizens in their interactions with the UIF.
