About This Role
This is a key leadership position that requires the ability to effectively manage and oversee the complaints and resolution team.
The successful candidate will have overall responsibility for ensuring timely and efficient decision making, managing and supervising the team, and leading on the internal Quality Assurance programme.
They will also be responsible for delivering the learning and development programme specific to the complaints and investigation team, arranging regular engagements with key stakeholders, and reviewing and expanding the outreach strategy of the office.
Additionally, they will lead the change management processes required with the implementation of a new case management system and a business intelligence led approach to complaints management.
Key Responsibilities
* Oversee the management of complaints to ensure timely and efficient decision making.
* Manage and supervise the team through case management meetings, regular one-to-one supervision, and implementation of the civil service Performance Management Development System.
* Lead on the internal Quality Assurance programme to ensure an efficient service and effective complaints and investigation service to the public.
* Deliver the learning and development programme specific to the complaints and investigation team.
* Arrange regular engagements with key stakeholders including public bodies, non-governmental organisations and the Youth Advisory Panel on matters relating to children.
* Review and expand the outreach strategy of the office and ensure the delivery of complaints clinics with specific cohorts identified under the business plan objective.
* Lead the change management processes required with the implementation of a new case management system and a business intelligence led approach to complaints management.
Requirements
* A qualification of at least level 8 on the National Framework of Qualifications from a recognised university or other third level institution in a relevant discipline.
* Proven experience of leadership or management of a team.
* At least five years' experience working in a regulatory environment and/or in managing complaints.
* Possess the core capabilities described below.
* Track record in identifying opportunities for improvement and creating efficiencies within a team.
* In-depth knowledge of the legislative, policy and administration environment relevant to children and young people in Ireland.
* Experience of working with or for children and young people with a dedicated commitment to the promotion of the rights and welfare of children.
Benefits
* Paid Holidays
About Us
We are a progressive organisation committed to providing an efficient service and effective complaints and investigation service to the public.
We value our employees and offer a range of benefits to support their well-being and career development.
We are an equal opportunities employer and welcome applications from diverse candidates.
Please note that only application forms fully submitted online will be accepted into the campaign.