Consultant: Taxpayer Interface Office at The South African Revenue Service (SARS)

 Job Purpose

To provide expertise, advice and support to deliver on operational implementation plans and/or associated service delivery processes, by ensuring that incoming service requests from clients are effectively resolved, in order to continuously enhance service delivery within High Wealth Individuals client base.

Education and Experience

Minimum Qualification & Experience Required 

• National Diploma / Advanced Certificate (NQF 6) AND 2-3 years' experience in a specialist tax environment dealing with high profile clients, of which 1-2 years ideally at knowledge worker level OR 
• Senior Certificate (NQF 4) AND 5 years related experience.

Minimum Functional Requirements

• 2-3 years' experience in a specialist tax environment dealing with high profile clients, 1-2 years ideally at knowledge worker level or 5 years related experience

Job Outputs:

Process

• Accumulate information and provide reports with recommendations applicable to area of specialisation.
• Apply practical and applied knowledge and act authoritatively on methods, systems and procedures to identify trends and potential risks.
• Communication of situational interpretation and judgement of work outputs and queries in area of specialisation.
• Effectively plan and schedule own activities to continuously improve quality and service delivery in area of specialisation.
• Execute process and procedural change, implement the change, and provide guidelines and support related to new requirements as a result of the change.
• Use practical and applied knowledge and situational judgement to consider policy implications and to arrive at decisions / conclusions.
• Correctly apply applicable legislation, including amongst other policies, procedures, and SOPs in the delivery of work outputs.
• Identify and resolve queries and problems timeously, apply discretion in line with process guidelines provided and escalate unresolved problems.
• Integrate and interact with other Business Units / stakeholders in the resolution of taxpayer queries.
• Understand integration points and identify gaps, challenges, or loopholes.
• Provide inputs/recommendations to resolve identified gaps.
• Capture tax returns and ensure data accuracy and completeness of information.
• Follow-up and engage taxpayer on incomplete information and/or outstanding documentation.
• Facilitate discussions and engage with relevant business units until the case is finalised.
• Ensure taxpayer compliance (manual & automated).
• Drive Taxpayer education.

Governance

• Implement and provide input into the development of governance, compliance, integrity, and ethics processes within area of specialisation.

People

• Develop and maintain productive working relationships with peers and team members to achieve predefined objectives. 
• Provide specialist support and advice where required in area of expertise. 

Finance

• Adhere to organisational policies and procedures to ensure cost effectiveness and reduction of financial costs.

Client

• Contribute to a culture of service excellence, which builds positive relationships and provides opportunity for feedback and exceptional service.
• Ensure own understanding and adherence to customer service delivery and provide specialist support to meet or exceed customer expectations.
• Establish and build relationship with taxpayer and understand taxpayer needs.
• Continuous engagement and feedback to the taxpayer regarding the query being dealt with.
• Ensure that every client, on exiting the service centre, has obtained query resolution.
• Ensure customer satisfaction with quality and service timelines.

Behavioural competencies

• Accountability
• Analytical Thinking
• Attention to Detail
• Building Sustainability
• Commitment to Continuous Learning
• Conceptual Ability
• Customer Orientation
• Customer Service
• Honesty and Integrity
• Trust
• Respect

Technical competencies

• Building Customer Loyalty
• Business Knowledge
• Customer Relationship Management
• Debt Management
• Efficiency improvement
• Functional Policies and Procedures
• Reporting
• Tax Knowledge
• Customer Liaison

Compliance Competency

• GOC Confidential