Duties and Responsibilities Manage and coordinate responses to feedback, enquiries, requests and complaints from members of the public regarding public transport services including bus, rail and Luas; Liaise with the managers of the Public Service Contracts, Public Transport Regulation, Network Planning and Corporate Service Teams to ensure timely, high quality and consistent responses to the public; Maintain the in-house system to track all customer input & the responses issued by the NTA.
The system includes: A log of all feedback, enquiries, requests and complaints from members of the public; Responses issued to members of the public; and Co-ordination of any follow-on issues raised.
Maintain a reference system for complaints responses to ensure consistency of message; Coordinate with the public affairs unit to ensure responses to elected representatives, TDs, Senators and Councilors, is consistent with that issued to the public; Actively use and support the development of the NTAs Customer Relationship Management (Authority-wide complaints management system) to include: Design of system enhancements; Testing of all new system releases; and Ad hoc training of Authority staff on the use of the system.
Provide assistance and training to members of Public Service Contract, Public Transport Regulation and Network Planning teams on the Customer Relationship Management system to ensure no backlog arises due to absences; Provide statistical analysis which will contribute to the reporting of complaints to Directors and to the Board of the Authority as required; Liaise and manage the relationship with members of the Corporate Services team and provide relevant information to assist the responses to requests under the Freedom of Information (FOI) Act; and Provide administrative support to the Director of Public Transport Services and other Heads of Sections on an ad hoc basis.
Note:The functions and responsibilities initially assigned to the position are based on the current organisational requirements and may be changed from time to time.
The person appointed requires the flexibility to fulfil other roles and responsibilities at a similar level within the Authority.
Essential Criteria Please note: In order to satisfy the shortlisting panel that you meet these criteria you must explicitly reference how you meet same in your application.
Failure to demonstrate these may prevent your application progressing to future shortlisting stages.
Each candidate must meet the following requirements at the time of the competition closing: Hold a minimum of a NFQ level 7 qualification in a relevant discipline being Communications, Business, Management, or equivalent; Have a minimum of 5 years satisfactory experience, to include: 2 years handling customer complaints or queries and 1 year managing people or projects; Possess excellent communication skills (both written and oral) with good report writing skills; Have strong attention to detail; Possess good problem solving and analysis skills; Be competent in the use of MS office applications; and Have the ability to analyse and assimilate information and data and present it in a comprehensible form in a timely manner.
Desirable Criteria Please note: Should further shortlisting be required after essential criteria above, a selection of the following may be assessed.
The ideal candidate will also: Have experience of working across departments and of obtaining the input necessary to enable satisfactory responses to queries to be produced; Have an understanding of the public transport sector; and Have experience working with Customer Relationship Management in the transport sector.
Skills: Puts forward solutions to address problems Successfully manages a range of different projects Collaborates and supports colleagues