Job DescriptionTo manage and resolve complaints from consumers and stakeholders in accordance with regulatory standards, ensuring fair outcomes and promoting public trust in the regulatory framework.
The role involves detailed investigation, stakeholder engagement, and contributing to policy and service improvements.Key AccountabilitiesReceive and assess complaints related to regulated entities or services, ensuring they fall within the organisation's remit.Conduct thorough investigations by reviewing documentation, liaising with complainants and regulated bodies, and applying relevant legislation or codes of practice.Draft clear, impartial, and well-reasoned decisions or recommendations based on evidence and regulatory guidelines.Ensure all complaints are handled in line with statutory obligations, internal procedures, and service level agreements.Maintain accurate and secure records of complaints, investigations, and outcomes using case management systems.Identify systemic issues or trends and escalate them to policy or enforcement teams for further action.Contribute to the development of complaint handling procedures and continuous improvement initiatives.Provide guidance and support to complainants, ensuring they understand the process and their rights.Collaborate with legal, compliance, and policy teams to ensure consistency and integrity in complaint resolution.Manage associated mailboxesPrepare reports and briefings for senior management, regulatory committees, or external stakeholdersThis is not a definitive list of dutiesQualificationsMinimum Leaving Cert2 years administration experience.Fluency in both written and oral English – excellent documentation skills requiredExperience in complaints handling, investigations, or regulatory compliance, ideally within a public sector or regulated industry.Additional InformationCore Competencies Customer Focus Strong Communication skills Drive and Resilience Building RelationshipsTeam Management LeadershipDecisivenessProblem solvingFlexible & AdaptableExpected BehavioursCustomer focusedBe organised, efficient and quality focusedStrong time management skillsExperienced in dealing with members of the publicEffective interpersonal skills; able to develop good working relationships with people at all levelsAble to work under own initiative Strong organisational skills and attention to detailExcellent PC Proficiency and knowledge of MS Office applicationsExcellent communication skillsAbility to prioritize and meet critical deadlines