Assistant Director

About This Role

The Platform Supervision and Investigations Division’s main function is to supervise digital services in Ireland and enforce the Digital Services Act (“DSA”), Terrorist Content Online Regulation and Online Safety Code. It consists of four supervisory teams, an investigations team and a regulatory operations team which help determine regulatory strategy. The User Complaints team also sits in this division and is responsible for receiving complaints against service providers for alleged infringements of the DSA.

The mission of the Platform Supervision and Investigations Division is to understand the services and operations of the organisations that Coimisiún na Meán regulates, and to hold regulated entities to account. This includes monitoring compliance with regulatory obligations, resolving issues voluntarily when appropriate, handling user complaints and taking formal compliance action when warranted.

User Complaints Team

The User Complaints team sits within the Platform Supervision and Investigations Division and is responsible for receiving complaints against service providers for alleged infringements of the 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 (section 201 of the Broadcasting Act 2009, as amended), and can also transmit complaints to the European Commission, the Competition and Consumer Protection Commission (CCPC), and other DSCs across the EU as necessary.

The work of the team is fast-paced and diverse.

Key Responsibilities

Key responsibilities for the Assistant Director role will include, but are not limited to, the following:

- Responsibility for the timely and efficient progression of complaints allocated to the Platform Supervision & Investigations Division.

- Project planning and management.

- Leading the scoping of complaints work and administration.

- Drafting case-related legal documentation including complaint letters, correspondence, case analysis, complaint decisions and other supporting documentation.

- Assisting in the collection and analysis of evidence, including drafting document requests.

- Assisting team members in any litigation which may arise.

- Contributing to complaint-handling processes and activities, to include quality assurance and improvement.

- Drafting of complaint-handling policies and procedures.

- Reviewing legislation and advice to transform codes and rules into working processes

- Collaboration with internal and external teams to develop, maintain and update complaint best practices.

- Collaboration with Government departments, the European Commission, and other Digital Service Coordinators

- Identifying the skills and training requirements needed to ensure An Coimisiún can deliver high quality complaint services.

- Mentoring and coaching team members to develop their potential.

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- 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

- Relevant level 8 or above third level qualification in law, regulation, compliance or other demonstrably relevant discipline or equivalent professional experience

- At least 5 years relevant work experience in the management of regulatory complaints; or

- risk management or trust and safety within the technology sector

- Track record in identifying opportunities for improvement and creating efficiencies within a team

- Excellent planning and organisational skills and the ability to prioritise effectively and manage a significant and diverse workload

- Well-developed interpersonal skills with the ability to build relationships with many different stakeholders and demonstrate negotiation and influencing skills

- Excellent written communication skills in a variety of forms including presentations, policy documents, correspondence and reports

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- Desirable Criteria

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- Experience of procedural or administrative law

- Experience of working in a high pressured professional legal service, regulatory compliance or equivalent environment

- Relevant experience of implementation and/or knowledge of Irish and/or European legislation and policies concerning digital services

- Knowledge of technology firms’ practices and procedures in relation to policy development and change, risk assessment and mitigation

- Experience in trust and safety and policy enforcement within digital services

- Legal drafting skills, to include reasoned decision making;

- Experience of e-investigation tools/techniques

- Knowledge of case management, operations or user experience

- Track record in people management/team management

Key Information

Benefits, Package & Pay

- This position is offered on a Permanent basis.

- Full time, 35 hrs per week

- Annual Leave: 30 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 Assistant Principal 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

ReasonableAccommodations

Reasonable accommodations will be provided, if required, during the recruitment process. To discuss and request reasonable accommodations in confidence please contact [email protected]

Closing Date: 3pm 18 November 2025