Temporary Higher Executive Officer User Complaints

About This Role

The Temporary Higher Executive Officer User Complaints is a 11 - month temporary contract in which the successful candidate will be employed by Cpl and you will work onsite in the Coimisiún na Meán’s office at 1 Shelbourne Buildings, Shelbourne Road, Dublin 4, D04 NP20, Ireland.

Role Purpose

As a Higher Executive Officer (HEO) within the User Complaints & Dispute Resolution team, you will be responsible for overseeing and managing caseloads, processes, and regulatory compliance within this division in Coimisiún naMeán. You will be required to lead and coordinate efforts across your team, ensuring timely project execution, adherence to regulatory guidelines, and continuous improvement of departmental processes.

Key Responsibilities

•Assessing the eligibility of complex complaints in line with legislative requirements;

•Processing complaints of varying complexity complex complaints in a timely and efficient manner in line with Standard Operating Procedures in place;

•Assisting in the drafting of proposed decisions for complaints;

•Consideration of responses received from either party relating to the complaint;

•Assisting in the drafting of final decisions for complaints;

•Presenting complaint information to internal stakeholders in a clear, concise and comprehensive manner;

•Drafting of correspondence to stakeholders;

•Analysingand examining complaint data and evidence with reporting as required;

•Conducting regular quality checks and providing relevant feedback;

•Using the available data analysis, including Key Performance Indicators (KPIs), to regularly measure output and drive performance;

•Project management and reporting as required;

•Supporting the development and implementation of strategies, policies and procedures;

•Liaising with internal and external stakeholders as required;

The above is intended as a guide to the general range of duties and is intended to be neither definitive nor restrictive and is subject to review.

About You​

Experience, Skills, Knowledge & Qualifications​

​Essential Criteria

•At least 2 years relevant complaint-handling experience or experience including managing investigations and drafting decision documents, or at least 2 years relevant drafting experience in a regulatory or legal environment,

•A recognisedqualification of at least Level 5 on the National Framework of Qualifications (Leaving Certificate) or equivalent;

•Strong planning and organisational skills with the ability to prioritise effectively while managing a significant and complex workload

•Excellent communication skills including written report-writing and presentation skills

•Well-developed interpersonal skills with the ability to build relationships with many different stakeholders

•An understanding of, and interest in, the Irish regulatory and digital landscape

•Drive and commitment to delivering high quality customer service, for internal and external customers

•Knowledge of, and/or experience in, managing processes, including process improvement;

•Strong Microsoft Office skills (Word, Excel and PowerPoint, Dynamics 365)

Desirable Criteria

•Experience in both working and thriving in an evolving organisation

•Complaint-handling or regulatory investigation experience

•Knowledge of or experience of working with online platforms

•Illustrate a proficiency in the use of the Irish Language

•An understanding of fair procedures applicable to regulatory processes

Key Information​

​Benefits, Package & Pay

•This position is offered on a temporary agency contract for a period of 11 months.

•The successful candidate will be employed by Cpl

•Full time, 35 hrsper week

•Annual Leave: 29 days per annum

•The role will be a hybrid role combining home and office working. The current hybrid policy is 2 days in the office.

•The office is located at One Shelbourne Buildings, Shelbourne Road, Dublin 4, D04 NP20.

•This position is graded at the Higher Executive Officer scales

•Successful candidates will be appointed on the first point of the scale

Application Process

•If you are interested in applying for this position, please submit a CV (max 2 pages) via HERE before 26thJune 2026 at 12pm.

•Appointment to this role is subject to the candidate's eligibility to work in Ireland.

•All positions require candidates to live in the Republic of Ireland or Northern Ireland.

•For queries related to the application or selection process related to this role, please contact cnam@cpl.ie

Competencies

Please see the competencies below that will be assessed at interview stage for this competition:

•Team Leadership

•Judgment Analysis and Decision Making

•Management and Delivery of Result

•Interpersonal and Communication skills

•Specialist Knowledge, Expertise and Self Development

•Drive and Commitment to Public Service Values