Customer Liaison Officer - SAPS

Job Title: Customer Liaison Officer (CLO)

Location: North-West , South Africa

Workplace Type: (Hybrid/In-Person)

Department: Customer Support

Reports To: RT46 Contract Manager

Direct Reports: None

Job Overview

To own the day-to-day customer interface and service delivery of the RT46 fleet card contract within the South African Police Service (SAPS). The Customer Liaison Officer is the primary point of contact for provincial government departments and fleet-operating entities using EMV fleet cards, responsible for ensuring the contract is executed smoothly, issues are resolved promptly, and the customer experience reflects the standards agreed between Transit Solutions, Bidvest Bank and the State.

The role converts contractual commitments into reliable on-the-ground service: onboarding customers, supporting card issuance and usage, resolving queries and disputes, and maintaining the trusted relationship that underpins contract retention and compliance. As a government contract, the role demands accuracy, accountability, adherence to contractual SLAs, and professional conduct in a public-sector environment.

Responsibilities

· Serve as the primary provincial point of contact for the SAPS fleet under the RT46 contract.

· Onboard new customers and fleet entities: account setup, card issuance coordination, user registration and training on card usage and controls.

· Manage the end-to-end customer service cycle: queries, card requests, replacements, activations, deactivations and dispute resolution.

· Liaise between customers, Transit Solutions operations and Bidvest Bank to resolve transactional, technical and card-related issues within SLA.

· Monitor card usage and flag anomalies, potential misuse or fraud indicators to the appropriate parties for investigation.

· Conduct regular customer engagement visits, reviews and check-ins across the SAPS account.

· Maintain accurate customer records, interaction logs and service documentation.

· Support reporting on service performance, usage and customer satisfaction within the province.

· Ensure adherence to contractual SLAs, government procurement requirements and relevant compliance and data-protection obligations.

· Escalate risks, complaints and unresolved issues to the RT46 Contract Manager promptly.

Support contract compliance and audit readiness through accurate record-keeping.

Required Skills / Qualifications / Certifications / Tech Stack

Essential

· 3+ years in customer service, account management, client liaison or field service, ideally involving government or public-sector clients.

· Understanding of the public-sector operating environment and government procurement conduct.

· Strong interpersonal, communication and relationship-management skills.

· Problem-solving orientation with the ability to coordinate across multiple parties (customer, operations, bank) to resolve issues.

· Organised and disciplined record-keeping, with competence in CRM and standard office systems.

· Ability to work independently across the a provincial territory, with a valid driver's license and willingness to travel within the province.

· Awareness of fraud indicators and data-protection/POPIA obligations.

· Relevant tertiary qualification or equivalent experience

Preferable

· Familiarity with fleet cards, payment cards (EMV), fuel/fleet management or financial services products advantageous.

· Local language proficiency advantageous.

Outcomes and Deliverables

Deliverables

· A provincial customer service and engagement plan with a visit and review cadence.

· Onboarded customers with completed account setup, card issuance and user training.

· Maintained customer interaction logs, service records and issue registers.

· Regular provincial service-performance and customer-satisfaction reporting to the Contract Manager.

· Timely escalation reports on risks, complaints and fraud indicators.

· SLA-compliant query and dispute resolution records.

Outcomes

· Smooth, reliable service delivery of the RT46 contract within the province, meeting or exceeding agreed SLAs.

· High customer satisfaction and retention among provincial government fleet users.

· Prompt resolution of queries, disputes and card issues, with minimal escalation.

· Effective onboarding of new customers and fleet entities.

· Early identification and escalation of misuse, fraud or compliance risks.

· Accurate, audit-ready records supporting contract compliance.

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