Investigating Officer

1 month ago

Dublin, Ireland CRU (Commission for Regulation of Utilities) Full time
Investigating Officer (Customer Disputes)
Closing Date: 12 noon, Wednesday 1st May 2024
The CRU is now seeking Investigating Officers to join the CRU's Customer Care Team. The Customer Care Team is part of the Consumer Policy and Protection Division. The team plays a central role in ensuring energy and water customers know their rights, both now and as the sectors evolve. The team directly helps customers; investigating individual complaints as part of our independent dispute resolution service, providing an information service to customers, and identifying trends in customer issues sharing insights within the organisation.
Key duties and responsibilities
Reporting to the Customer Care Manager, the successful candidates will be working to tight deadlines in a high-volume process-driven environment.
The main duties and responsibilities of the Investigating Officer (Customer Disputes), which may be adjusted in the light of changing priorities, include the following:
• Conducting investigations into customers' unresolved complaints against either an energy company or Uisce Éireann. This will typically involve:
o Critically analysing information received from the customer and relevant provider/s (energy supplier or network operator, or Uisce Éireann as relevant), o Reviewing relevant policy and regulatory documents to understand obligations relevant to the case, o Identifying gaps in information required to reach a decision and engaging with relevant internal and external stakeholders to obtain this information (including escalating any issues to the Customer Care Manager as required), o Following thorough investigation, reaching a proposed decision on whether to uphold the complaint or not and award any compensation, o Drafting a proposed decision, explaining complex issues in a clear way so all parties can understand the CRU's proposed decision and rationale, o Reviewing customer and provider comments on the proposed decision and taking these on board in reaching a final decision, and o Following all relevant CRU processes and policies throughout the investigation, including appropriately logging case details in our Customer Relationship Management (CRM) system (Microsoft Dynamics 365). • Identifying issues and trends in relation to consumer issues in energy and water markets, based on contact and complaints data collected by the customer care team. • Developing and maintaining an awareness/understanding of relevant policy developments and best practice in dispute resolution with the energy and water industry and related industries, both in Ireland and internationally. • Working with internal and external stakeholders, in a positive manner in order to further CRU objectives in relation to consumer protection. • Carrying out such other functions as may be required from time to time to fulfil the business objectives of the CRU and as appropriate to the grade.
The above list is not exhaustive. While the successful candidate will be assigned to a particular team within the CRU, they will also be expected to contribute to the work of the wider Division/CRU as requirements dictate.
The Candidate
Key Requirements
Essential Criteria
Candidates must have on or before the closing date for applications the following:
1. An NFQ Level 8 or higher, preferably in economics, law, communications, business or other closely related discipline. 2. A minimum of 1 years' relevant experience working within a dispute resolution, energy, water or related role.
Desirable Criteria
1. Experience investigating complaints or dispute resolution. 2. Knowledge/experience of the regulated energy and/or water sectors, including the national/EU legal framework under which the CRU operates, regulatory requirements that apply to energy and water providers, and customer rights. 3. Experience analysing data from a CRM such as Microsoft Dynamics 365 to identify trends and emerging issues. 4. Familiar with digital marketing and content development for websites and social media.
Core Competencies (Appendix A)
• CRU/Specialist Knowledge. • Interpersonal and Communication Skills. • Analytical Skills. • Team Working. • Delivery of Results.
Application Process
Please note, the CRU have engaged Cpl as a data processor to assist the CRU with this recruitment competition. In line with CRU's data retention policy information collected by Cpl will be kept for 12 months after the conclusion of the competition.
In order to apply for this opportunity, candidates must submit the application from for this opportunity before the closing date for applications.
The application from can be found here -
As part of the application form candidates will be required to upload a C.V. and Cover Letter which clearly demonstrates how you meet the key requirements of the role.
Should you have any queries, please contact .
The deadline for applications is 1st May 2024, 12pm (to be received not later than 12 pm).
Candidates must have continued eligibility to legally work in Ireland.
If we invite you to interview and you have access needs, please notify us at so that appropriate arrangements can be made.
CRU does not reimburse any costs/expenses incurred by the candidate during any part of the interview process.
The CRU Recruitment Privacy Notice sets out how we protect the privacy rights of those applying for positions with CRU and can be found on the Careers page on the CRU Website ( ), or alternatively you can contact who will arrange for this to be sent directly to you.

  • Disputes & Investigations Lawyer (Regulatory Investigations)

    4 weeks ago

    Dublin, Ireland A&L Goodbody LLP Full time

    We currently have exciting opportunities for bright, personable and enthusiastic lawyers to join our elite Regulatory Investigations team, which is part of our market-leading Disputes and Investigations practice. Our Disputes and Investigations practice is comprised of lawyers who act in many of the most significant disputes, corporate crises and...

  • Financial Crime Investigations Specialist

    2 weeks ago

    Dublin, Ireland Ramp Full time

    What you will be doing We’re growing our FinCrime team and seeking a Blockchain Investigator. In this role, you will conduct an in-depth analysis of on-chain and off-chain transactions and other relevant customer information to evaluate the nature of activities, identify associated entities, and prevent the illicit use of cryptocurrencies. What you will...

  • Embedded Risk Investigation Specialist

    1 month ago

    Dublin, Ireland Control Risks Full time

    Control Risks’ Embedded Consulting team is hiring a Risk Investigations Specialist to join our team supporting a major tech client. This role will work with their Offline Risks team to help monitor and mitigate offline risks to the company as well as their user base. You will be tasked with mitigating risks associated to organized crime, human trafficking...

  • Embedded Risk Investigation Specialist

    1 month ago

    Dublin, Ireland Control Risks Full time

    Control Risks’ Embedded Consulting team is hiring a Risk Investigations Specialist to join our team supporting a major tech client. This role will work with their Offline Risks team to help monitor and mitigate offline risks to the company as well as their user base. You will be tasked with mitigating risks associated to organized crime, human trafficking...

  • Complaints Investigator

    2 weeks ago

    Dublin, Ireland Bank of Ireland Full time

    What is the opportunity ? This role offers the opportunity to make a meaningful difference. Through strong complaints management we have an opportunity to deliver an improved customer experience and ultimately improve customer loyalty. In this role you will: Log and manage complaints on our workflow systems to ensure all key regulatory deadlines are met,...

  • Complaints Investigator

    11 minutes ago

    Dublin, Dublin City, Ireland bank of ireland Full time

    What is the opportunity ? This role offers the opportunity to make a meaningful difference. Through strong complaints management we have an opportunity to deliver an improved customer experience and ultimately improve customer loyalty. In this role you will: Log and manage complaints on our workflow systems to ensure all key regulatory deadlines are met,...

  • Compliance Officer

    1 month ago

    Dublin, Ireland Lex Consultancy Full time

    We are assisting a well-known property company in their search for a Compliance Officer. As Compliance Officer, you will work with a busy Risk and Compliance team who look after all regulatory aspects of the business. You will advise and support the business on a variety of matters including AML, Data Protection, ESG and the Property Services Act. ...

  • Health and safety officer

    8 hours ago

    Dublin, Ireland Lincoln Recruitment Specialists Full time

    The Health, Safety and Environmental Officer is responsible for helping the organisation meet and exceed regulatory obligations. The successful candidate will be involved in the delivery of best-in-class training and education across this important area of the business. Responsibilities include: Health & Safety Developing and reviewing risk assessments. ...

  • Credit & Collections Officer

    2 weeks ago

    Dublin, Ireland Hugh J. Ward & Co Solicitors Full time

    Credit & Collections Officer Position Objective: Reporting to the Collections Team Manager, this role is within the Collections and Credit Control team for one of our clients in the utility sector. The below job description is meant as a guideline to outline the key areas of responsibility related to the role of Collections Officer. The duties and...

  • Securities Services Sanctions Compliance Officer

    3 weeks ago

    Dublin, Ireland Citi Full time

    The Role: Serves as a Securities Services Sanctions Compliance Officer for Independent Compliance Risk Management (ICRM) responsible for establishing internal strategies, policies, procedures, processes related to monitoring and fostering awareness of sanctions regulatory requirements that Citi must comply with; assessing related sanctions risk...

  • Middle Office Operations Senior Associate

    2 weeks ago

    Dublin, Ireland JPMorgan Chase Full time

    Are you looking for an exciting opportunity to join a dynamic and growing team in a fast paced and challenging area? This is a unique opportunity for you to join the Middle Office Operations team which provides services including Instruction Capture & Processing, Derivatives & OTC Processing, Asset Servicing, Security Lending, Reconciliations, and Investment...

  • FIX Network Analyst, Charles River Development, Officer

    8 hours ago

    Dublin, Ireland STATE STREET CORPORATION Full time

    FIX Network Analyst, Charles River Development, Officer page is loaded FIX Network Analyst, Charles River Development, Officer Apply locations Dublin 2, Ireland time type Full time posted on Posted 6 Days Ago job requisition id R-750001 A senior staff position responsible for implementing, testing, certifying, and problem support/resolution of FIX...

  • Equal Opportunity Specialist at U.S. Department of Labor

    1 month ago

    Dublin, Ireland University of the District of Columbia Full time

    You are viewing a preview of this job. Log in or register to view more details about this job. This position is located in the Office of the Assistant Secretary for Administration and Management (OASAM), Civil Rights Center (CRC), Office of External Enforcement (OEE). OEE is responsible for external enforcement and compliance, policy development, and...

  • Operational Excellence Lead

    5 days ago

    Dublin, Ireland Lincoln Recruitment Ltd Full time

    Job: Operational Excellence Lead Reports to: Distribution Center Leadership Team Role purpose: This role focuses on enhancing operational efficiency and quality within the distribution center. Responsibilities include developing and implementing process improvements, ensuring adherence to quality standards, and driving continuous improvement initiatives...

  • Casualty Adjuster

    1 month ago

    Dublin, Ireland McLarens Global Full time

    Founded in 1932, McLarens is a leading independent global insurance services provider with owned offices and operations strategically located in 45 countries around the world. With a focus on complex, commercial and specialty markets, McLarens provides loss adjusting, claims and risk management services, as well as auditing and pre-risk surveying....

  • Head of Surveillance Unit Cartels AP

    7 days ago

    Dublin, Dublin City, Ireland Cpl Full time

    Our client Competition and Consumer Protection Commission (CCPC) is seeking a Head of Surveillance Unit at Assistant Principal level.Division Overview The Cartels Division is responsible for conducting criminal and administrative competition law investigations, primarily aimed at detection, deterrence, and prosecution of cartels. These include serious cartel...

  • Complaint Handler

    3 days ago

    Dublin, Ireland Sedgwick Ireland Resource Solutions Full time

    Complaints Handler - BankingContract: Immediate start - December 31stWe have a number of exciting opportunities for complaints handlers with one of Ireland's largest banks.Location: Dublin City Centre- Hybrid/Fully remote working can be accommodated.The Complaints Handler will have for responsibility for investigating and addressing complaints. You will play...

  • Complaint Handler

    3 days ago

    Dublin, Ireland Sedgwick Ireland Resource Solutions Full time

    Complaints Handler - BankingContract: Immediate start - December 31stAPA or QFA in Banking is required.We have a number of exciting opportunities for complaints handlers with one of Ireland's largest banks.Location: Dublin City Centre- Hybrid/Fully remote working can be accommodated.The Complaints Handler will have for responsibility for investigating and...

  • Senior Product Compliance Risk Officer

    2 weeks ago

    Dublin, Ireland Citi Full time

    The Role: Serves as a Senior Product Compliance Risk Officer (Securities Services Fiduciary) for Independent Compliance Risk Management (ICRM) focused on the Securities Services Business and Fiduciary areas in particular responsible for establishing internal strategies, policies, procedures, processes, and programs to prevent violations of law, rule, or...

  • Clinical Research Nurse Critical Care and Anaesthesia

    2 weeks ago

    Dublin, Ireland RCSI Full time

    Summary of Post We are seeking a dynamic, flexible with a strong clinical skill set research nurse to support research trials in Department of Anaesthesia and Critical Care. This position will involve working as part of the research team in the Department of Anaesthesia. The research nurse will support research trials based at the Intensive Care Unit at...