Director of User Complaints Job Description
This role requires an experienced leader with a strong understanding of the regulatory environment and legal drafting skills. The Director of User Complaints will lead the User Complaints Team, building engagement and capability within the team and ensuring strong alignment and relationships across the organisation.
The successful candidate will oversee the efficient progression of complaints allocated to the User Complaints Team, in line with relevant legislation and fair procedures. They will also draft case-related legal documentation and collaborate with government departments and other digital service coordinators.
Key responsibilities include:
* Leading the User Complaints Team and building engagement and capability within the team.
* Overseeing the efficient progression of complaints.
* Drafting case-related legal documentation.
* Collaborating with government departments and other digital service coordinators.
* Participating in European Commission working groups as required.
The ideal candidate will have:
* A minimum of 5 years' senior leadership experience.
* A legal qualification, such as a solicitor or barrister license to practise in the State (minimum 8 years PQE).
* Experience in people management/team management.
* Developed skills in legal drafting, to include reasoned decision-making.
* Experience in public and administrative law.
* Proven record in stakeholder engagement at a senior level.
Benefits and Package
This is a full-time position, 35 hours per week, on a 2-year fixed-term basis. The role combines home and office working, with a hybrid policy of 2 days in the office. Annual leave is 30 days per annum.
About This Role
This role offers the opportunity to work in a fast-paced and dynamic environment, overseeing the efficient progression of complaints and collaborating with government departments and other digital service coordinators. The successful candidate will be appointed on the first point of the Principal Officer scale.
Requirements
To be considered for this role, you will need to meet the essential criteria outlined above. A track record in people management/team management and developed skills in legal drafting are essential. Experience in European level regulation and working in a high-pressured professional service are desirable.
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