Consumer Contacts Executive (Executive Officer)

Starting Salary:€37,919

Point of entry on this salary scale may differ from the minimum point of the scale if the successful candidate is a current public or civil servant.

Employing Authority: Competition and Consumer Protection Commission (CCPC)

Office Location: Bloom House, Railway Street, Dublin 1, D01 C576

Working Hours: 35 hours per week

Hybrid / Agile / Remote Working: You will be required to attend the office at least 40% of your time and can avail of remote working up to 60% of your time, subject to business requirements. The CCPC generally operates on a fully remote basis during the month of August and fully remote over the Christmas period. This arrangement is subject to business requirements.

Closing Date: 3.00pm, Monday, 20th October 2025

Annual Leave: 23 days per annum Tenure: Wholetime, Permanent

The Role

The CCPC is seeking to recruit a Consumer Contacts Executive, at Executive Officer (EO) Grade, reporting to the Consumer Contacts Manager, at Higher Executive Officer (HEO) Grade. This role is one of three Consumer Contacts Executives who provide expert support and guidance to our helpline provider and support the Consumer Contacts Manager to manage all aspects of the Contacts and Analysis work.

The Successful Candidate

We are seeking a dedicated professional with experience in call centre or information services. The ideal candidate will have a strong background in complaint handling, helpline operations, and quality control. They should demonstrate exceptional communication skills, empathy, and a strong commitment to resolving customer issues efficiently.

The successful candidate will be proactive, detail-oriented, and capable of working in a fast-paced environment. They will have a strong focus on continuous improvement and delivering against workplans.

In addition to the immediate appointment from this campaign, an order of merit may be established. This may be used to fill any future vacancies at the same level within this or other Divisions of the CCPC where roles have similar responsibilities and/or similar skills are required.

Key Responsibilities

• Support the day-to-day work of the Contacts and Analysis team:

• Managing unit email inboxes;

• Conducting quality control through call monitoring, reviewing cases and providing feedback to the helpline provider;

• Attending monthly quality control meetings and progressing required actions;

• Reviewing and redrafting (where necessary) emails, social media posts and content for bi-weekly media press releases;

• Checking the accuracy and suitability of media Q&A before they are issued;

• Providing information support through phone consultations to helpline agents;

• Assisting in the preparation, delivery and evaluation of training materials;

• Assisting in the preparation of daily, weekly and monthly operational reports from the database;

• Identifying consumer issues and trends that arise from contacts to the helpline;

• Participating in relevant cross-Divisional projects when required;

• Providing general administrative support to the unit and broader Division;

• Preparing weekly, monthly and ad hoc reports.

Essential

• Previous experience of working in a high-volume call centre or administrative environment

• Proven experience in effectively resolving complaints

• Demonstrated ability to follow processes and identify opportunities for improvement and efficiency

• Strong written and verbal communication skills

• Highly developed organisational and administrative skills

• Ability to prioritise tasks effectively and work on own initiative

• Excellent computer skills, including proficiency in Excel, Word and Outlook

Desirable

• Third level qualification in project management, law, business or other relevant discipline

• Knowledge of the consumer related legislative environment through previous work experience or academia (e.g., Consumer Protection Act, Consumer Rights Act, Sale of Goods Act etc.)

• Previous relevant experience in the Public Sector

• Operational knowledge of the contact centre operations environment, including KPI reporting etc.