Senior Case Handler

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Location: Dublin

Job Length: Permanent

Date: 06/08/2025

Firm: Competition and Consumer Protection Commission

Employing Authority: Competition and Consumer Protection Commission (CCPC)

Location: Office in Dublin 1/ Agile (Hybrid) working available

Division Overview:

The European Consumer Centre (ECCI) is a member of the European Consumer Centres Network (ECC-Net), a network of over 200 experts in European consumer rights working in 29 offices across Europe. ECC-Net has a vital role in advising consumers and mediating on their behalf, when they encounter issues with businesses in EU countries, or in non-EU countries such as Iceland, Norway, or the United Kingdom. ECC's also provide information to consumers about their EU rights. Their goal is to support the EU internal market, by helping consumers solve cross-border problems with businesses. ECC-Net dealt with up to 134,000 queries and complaints in 2024 and recovered €7.5 million for consumers. As ECC-Net is in direct contact with consumers across Europe, they also collaborate to identify the challenges EU citizens face when dealing with businesses across the internal market and raise these issues with EU policymakers. The CCPC is the body designated to host the ECCI service, which is co-funded by the European Commission and the Department of Enterprise, Tourism and Employment. ECCI is required to deliver a range of outputs across the following areas: Case-handling and providing a high-quality standardised service (in place from 1 April 2024) Supporting consumer redress Communicating and promoting information to consumers Actively participating in ECC-Net activities and cooperating with stakeholders

Within this context, ECCI provides two core frontline services to Irish consumers: A dedicated 'ask a question' service, where consumers submit details about their issue and a trained case handler responds with specific information and advice. If a consumer has a made a complaint to a business and they are unhappy with the outcome, they can then bring their complaint to ECCI. They then follow up on their behalf with the ECC in the country where the business is based. The ECC-Net mediation process is intended to find a solution that is reasonable and acceptable to both parties. From 1 April 2024 to 31 March 2025, ECCI dealt with 1,440 cases from Irish consumers. In addition, ECCI also mediated with businesses located in Ireland to resolve complaints from 1,639 consumers in other EU countries, as well as in Norway, Iceland and the UK.

The Role:

ECCI is seeking to hire a Senior Case Handler at Higher Executive Officer grade to join the case handling team, consisting of three Senior Case Handlers (including this role) and three Case Handlers (Executive Officers). Senior Case Handlers, along with their direct reports, are responsible for overseeing the delivery of a high-quality complaint handling service in a fast-paced environment, while also contributing to the delivery of ECCI's other key outputs. As a senior member of the ECCI team reporting to the Head of Case Management, the Senior Case Handler will manage the efficient and effective progress of work assigned to themselves and their direct report, with the goal of achieving the best outcome for consumers. In addition to handling their own cases, the Senior Case Handler will supervise and review their direct report's work to ensure quality and consistency in the service provided to consumers. This role is ideal for candidates who want to work as part of a pan-European organisation with a shared passion for fighting for the interests of consumers every day.

Key Responsibilities:

The Senior Case Handler along with their direct report, will be responsible for delivering a high-quality complaint handling service that includes:

· Assessing questions and complaints from consumers to determine whether they have rights under EU consumer protection law.

· Drafting clear and concise responses to consumers, outlining their legal rights and/or advising them of any available remedy channels.

· Acting on behalf of consumers in Ireland who have cross-broader issues and EU consumers who have issues with businesses registered in Ireland. This includes drafting a legal analysis of consumer complaints for consideration by the ECC in the country where the business is based.

· Mediating with businesses and negotiating satisfactory outcomes on behalf of consumers. This includes

o Analysing complaints submitted by other ECC's relating to businesses located in Ireland.

o Drafting clear and concise correspondence with businesses that outlines the facts of a complaint, the case handler's analysis and the desired outcome.

o Following up with businesses and negotiating with them based on their responses and engaging with the relevant ECC.

o Allocating resources and case work appropriately and monitoring performance to ensure all deliverables are achieved in accordance with set targets and KPIs.

o Support the development, implementation, and the ongoing review of case management processes and procedures to ensure they are fit for purpose and subject to continuous improvement.

o Using insights from this process to enhance service delivery, efficiencies and customer service.

o Leading and managing one or more direct reports, including supporting their performance, professional development and probation, where applicable.

o Building and maintaining legislative knowledge of European consumer rights related issues, keeping abreast of evolving consumer issues across Europe.

o Building and maintaining productive and positive relationships within ECCI, ECC-Net, the CCPC and external stakeholders.

o Carrying out quality assurance exercises.

o Leading the development and implementation of assigned projects to improve the delivery of ECCI's functions within the CCPC and ECC-Net.

o Contributing to research or policy initiatives relevant to the work of ECC-Net.

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