Consultant: Taxpayer Interface Office (TIO)

About the Position

In an ever-changing environment, we have built a responsive and agile organisation to give effect to our strategic intent of achieving voluntary compliance. We invite you to be part of the special team that contributes to the collection of revenue, protect the economy and people of South Africa. We believe that your skills, commitment, and dedication will add value and make a difference to the organisation and country. Integrity is key to the organisation.

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.

Education and Experience

Minimum Qualification & Experience Required

• Relevant National Diploma / Advanced Certificate (NQF 6) or above with 2-3 years' corporate tax or Customs and Excise experience or related, of which 1 – 2 years at a knowledge worker level.

OR

• Senior Certificate (NQF 4) with a minimum of 5 years’ corporate tax or Customs and Excise experience, of which 1 - 2 years at a knowledge worker level.

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 others 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 CIT, VAT, PAYE, MPRR and Customs and Excise applications 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

• Comply to set governance and compliance procedures and processes related to an area of specialisation and continuously identify and escalate risks.

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 Excellence


• Fairness and Transparency


• Honesty and Integrity


• Organisational Awareness


• Respect


• Trust

Technical competencies

• Building Customer Loyalty


• Business Knowledge


• Customer Relationship Management


• Debt Management


• Efficiency improvement


• Functional Policies and Procedures


• Reporting


• Tax Knowledge

Compliance Competency

• GOC Confidential

Employment Equity

The Employment Equity policy of SARS will be considered as part of the recruitment and selection process and Persons with Disabilities are encouraged to apply. Successful candidates will be required to undertake an oath of secrecy, pre-employment screening, case study, pre-assessment, psychometric assessment and or vetting, and a declaration of private interest. The appointment is also subject to appropriate reference(s) and security clearance where applicable.