User Complaints Manager, Platform Supervision And Investigations, HEO

Coimisiún na Meán Vision and Mission

Coimisiún na Meán is Ireland’s agency for developing and regulating a thriving, diverse, creative, safe and trusted media landscape.

As the independent media regulator, Coimisiún na Meán is responsible for regulating broadcasters, video-on-demand providers and online platforms established in Ireland. Their wide-reaching remit also includes supporting and developing the Irish media sector.

AboutThis Role

Role Purpose

As a Higher Executive Officer (HEO) within the User Complaints & Dispute Resolution team, you will be responsible for overseeing and managing projects, processes, and regulatory compliance within this division in Coimisiún na Meán. 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.

About the Team

The Platform Supervision and Investigations Division’s main function is to supervise digital services in Ireland and enforce the Digital Services Act and other legislation. The User Complaints team sits within this division and are 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.

Key Responsibilities

• Assessing eligibility of complaints in line with legislative requirements
• Processing complaints in a timely and efficient manner in line with Standard Operating Procedures in place
• Presenting complaint information to internal stakeholders in a clear, concise and comprehensive manner
• Drafting of correspondence to stakeholders
• Analysing and examining complaint data and evidence with reporting as required
• Training and managing team members; assessing training needs for staff and working with colleagues to design and deliver role-specific training
• Setting performance goals and conducting regular reviews against goals
• Conducting regular quality checks and providing relevant feedback
• Using the available data analysis, including Key Performance Indicators (KPIs), to regularly measure the output of the team and drive team 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

• A recognised qualification/degree of at least Level 7 on the National Framework of Qualifications in a relevant discipline, for example in law, business, management or technology • At least 2 years relevant complaint-handling or investigation experience
• Strong planning and organisational skills with the ability to prioritise effectively while managing a significant 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 and demonstrate negotiation and influencing skills
• Experience in people and performance management and development
• 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

Key Information

Benefits, Package & Pay

• This position is offered on a Permanent basis.
• Full time, 35 hrs per week.
• Annual Leave: 29 days per annum.
• The role will be a hybrid role combining home and office working. Our current hybrid policy is 2 days in the office.
• Our office is located at One Shelbourne Buildings, Shelbourne Road, Dublin 4, D04 NP20.
• For a full list of benefits see our website here
• This position is graded at the Higher Executive Officer scale.​
• 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) 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. All positions require candidates to live in the Republic of Ireland or Northern Ireland.
• Candidates who engage in canvassing will be disqualified and excluded from the process.

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

ReasonableAccommodations​

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Reasonable accommodations will be provided, if required, during the recruitment process. To discuss and request reasonable accommodations in confidence please contact amckiernan@cnam.ie

Closing Date: Tuesday 15 July 2025 at 3 pm ​