JOB SPECIFICATION Our client seeks an Executive Officer to join its User Complaints team and will hold an open competition to fill this position.
As 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.
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.
The role will be a hybrid role combining home and office working.
Offices are located in Dublin 4.
KEY RESPONSIBILITIES Executive 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. ESSENTIAL CRITERIA Minimum of 1-year demonstrable experience of developing and supporting effective processes and workflow.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.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;Closing Date: 9th April 2025 at 3pm To apply: Please upload a 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.Appointment 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.
Candidates who engage in canvassing will be disqualified and excluded from the process.
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