About This Role
Role Mission/ PurposeAs an Executive Officer within the User Complaints Team, you will be contributing to the delivery of an efficient and effective service to the public and to colleagues in the organisation. As part of an expanding team, you will be responsible for supporting the managers of the team in achieving the overall objectives of An Coimisiún.About the Team The User Complaints is responsible for receiving complaints against service providers for alleged infringements of the Digital Services Act (DSA). This team receives complaints escalated via the User Experience team, and also directly from other Digital Services Coordinators (DSCs) across the EU, in relation to service providers who are based in Ireland. This team progresses complaints in line with relevant legislation, and can also transmit complaints to the European Commission, the Competition and Consumer Protection Commission (CCPC), and other DSCs across the EU as necessary. Key ResponsibilitiesExecutive Officer roles are key support roles encompassing operational, project management and some staff management responsibilities. Responsibilities will include: ·Assessment and processing of complaints in line with agreed procedures;
·Presenting complaint information to internal stakeholders in a clear, concise and comprehensive manner;
·Drafting correspondence to stakeholders;
·Using the available data analysis, including Key Performance Indicators (KPIs), to regularly measure the progress of workload;
·Assisting in carrying out other operational work activities relevant to the User Complaints team which may include mailbox management, compiling of statistics and reports;
·Supporting line managers and colleagues as required;
·Stakeholder engagement planning including meeting scheduling and minute taking;
·Supporting the development and implementation of strategies, policies and procedures;
·Liaising with internal and external stakeholders as required.
About You
Experience, Skills, Knowledge & Qualifications
Essential Criteria·Minimum of 1-year demonstrable experience of developing and supporting effective processes and workflows;
·A recognised qualification of at least Level 5 on the National Framework of Qualifications (Leaving Certificate) or equivalent;
·1+ years’ experience in a related role;
·Strong organisational skills with the ability to prioritise effectively while managing a significant workload;
·Well-developed interpersonal skills with the ability to build relationships with many different stakeholders and work effectively within a team;
·Excellent communication skills both written and verbal;
·Evidence an ability to analyse, think critically, and apply good judgement;
·An understanding of, and interest in, the Irish regulatory and digital landscape;
·Drive and commitment to delivering high quality customer service, for internal and external customers;
·Strong Microsoft Office skills (Word, Excel and PowerPoint, Dynamics 365).
Desirable Criteria ·Complaint-handling or investigation experience;
·Experience of working in a regulatory environment or public sector;
·Knowledge of or experience of working with online platforms;
·Illustrate a proficiency in the use of the Irish language;
CompetenciesPlease see the list of competencies that will be assessed at interview stage for this competition: •Team Leadership
•Judgement, Analysis and decision making
•Management and Delivery of Results
•Interpersonal and Communication skills
•Specialist Knowledge, Expertise and Self Development
•Drive & Commitment to Public Service Values
Package qThis position is offered on a Permanent basis.
qFull time, 35 hrs per week
qLocation: The role will be a hybrid role combining home and office working. An Coimisiún’s offices are located at One Shelbourne Buildings, Shelbourne Road, Dublin 4, D04 NP20.
Grade and Pay Scale: qThis position is graded at the Executive Officer scale. qSuccessful candidates will be appointed on the first point of the scale.
Application ProcessIf you are interested in applying for this position, please submit: qA CV (max 2 pages) and a Cover letter/personal statement (max 1 page) outlining why you believe your skills, experience and values meet the requirements of the position
qAppointment to this role is subject to the candidate's eligibility to work in Ireland and all positions require candidates to live in the Republic of Ireland.
qCandidates who engage in canvassing will be disqualified and excluded from the process.
Closing Date: 3pm 9th April 2025