Consumer Contacts Manager

3 weeks ago

Dublin, Dublin City, Ireland Competition and Consumer Protection Commission Full time

Join to apply for the Consumer Contacts Manager role at Competition and Consumer Protection Commission.

Available Positions: Consumer Contacts Manager

Grade: Higher Executive Officer (HEO)

Employing Authority: Competition and Consumer Protection Commission (CCPC)

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

Division Overview:

Our Communications Division promotes public awareness and understanding of the CCPC's role. We focus on consumer rights, personal finance, competition law, and product safety through various channels including our website, helpline, social media, campaigns, and stakeholder engagement. The division is structured into three pillars, each led by a Deputy Director:

  • Media Relations, Marketing, and Stakeholder Engagement
  • Consumer Information and Engagement (including website and helpline units)
  • Financial Education

The Role:

The CCPC seeks a Consumer Contacts Manager (HEO level), reporting to the Head of Unit. The manager will support the Contacts & Analysis Team, providing guidance and oversight, and will be one of four managers responsible for the team's operations.

Key Responsibilities:

  • Oversee daily operations of the Contacts & Analysis team, ensuring helpline performance and quality targets are met
  • Serve as a primary contact for consumer rights and personal finance queries from the helpline and team members
  • Support quality assurance and training initiatives for the helpline
  • Manage team performance, training, and knowledge development
  • Ensure compliance with the CCPC's Service Charter in handling contacts
  • Identify and escalate risks, develop mitigation processes
  • Maintain relationships with the helpline provider, CCPC divisions, and external stakeholders
  • Drive continuous improvement through process review and automation opportunities

Ensure timely and high-quality reporting, including:

  • Operational reports, trend analysis, and contact data
  • Standard and ad hoc reports dissemination
  • Proactive trend and issue identification with escalation
  • Leverage automation and data-sharing systems for efficiency
Seniority Level
  • Mid-Senior Level
Employment Type
  • Full-time
Job Function
  • Education and Customer Service
Industry
  • Consumer Services
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