Consumer Contacts Executive- Executive Officer

The Competition and Consumer Protection Commission (CCPC) is currently seeking a Consumer Contacts Executive at Executive Officer grade to join their Communications Division.

Division Overview

Our Communications Division promotes public awareness and understanding of the role of the CCPC. We empower consumers by providing information and education on consumer rights, personal finance, competition law and product safety. Our communication tools include our website, helpline, social media accounts, marketing campaigns, public relations, stakeholder engagement and education programmes. We also engage with the business community and other stakeholders through our information, advocacy and compliance activities. Our Communications Division is structured around three pillars, each led by a Deputy Director.

The three pillars are:

Pillar 1: Media Relations, Marketing and Stakeholder Engagement

Pillar 2: Consumer Information and Engagement, which includes our website and helpline units

Pillar 3: Financial Education

The Role:

The CCPC is seeking to recruit a Consumer Contacts Executive, at Executive Officer (EO) Grade., reporting to the consumer Contacts Manager, at Higher Executive Officer (HEO) Grade. This role is one of three Consumer Contacts Executives who provide expert support and guidance to our helpline provider and support the Consumer Contacts Manager to manage all aspects of the Contacts and Analysis work.

The Successful Candidate:

We are seeking a dedicated professional with experience in call centre or information services. The ideal candidate will have a strong background in complaint handling, helpline operations, and quality control. They should demonstrate exceptional communication skills, empathy, and a strong commitment to resolving customer issues efficiently. The successful candidate will be proactive, detail oriented, and capable of working in a fast-paced environment. They will have a strong focus on continuous improvement and delivering against workplans. In addition to the immediate appointment from this campaign, an order of merit may be established. This may be used to fill any future vacancies at the same level within this or other Divisions of the CCPC where roles have similar responsibilities and/or similar skills are required.

Key Responsibilities:

• Support the day to day work of the Contacts and Analysis team:

• Managing unit email inboxes;

• Conducting quality control through call monitoring, reviewing cases and providing feedback to the helpline provider;

• Attending monthly quality control meetings and progressing required actions;

• Reviewing and redrafting (where necessary) emails, social media posts and content for biweekly media press releases.

• Checking the accuracy and suitability of media Q&A before they are issued;

• Providing information support through phone consultations to helpline agents;

• Assisting in the preparation, delivery and evaluation of training materials;

• Assisting in the preparation of daily, weekly and monthly operational reports from the database;

• Identifying consumer issues and trends that arise from contacts to the helpline;

• Participating in relevant cross Divisional projects when required;

• Providing general administrative support to the unit and broader Division.

• Preparing weekly, monthly and ad hoc reports.

Essential:

• Previous experience of working in a high volume call centre or administrative environment

• Proven experience in effectively resolving complaints.

• Demonstrated ability to follow processes and identify opportunities for improvement and efficiency.

• Strong written and verbal communication skills.

• Highly developed organisational and administrative skills.

• Ability to prioritise tasks effectively and work on own initiative.

• Excellent computer skills, including proficiency in Excel, Word and Outlook.

Desirable:

• Third level qualification in project management, law, business or other relevant discipline.

• Knowledge of the consumer related legislative environment through previous work experience or academia

(e.g., Consumer Protection Act, Consumer Rights Act, Sale of Goods Act etc.)

• Previous relevant experience in the Public Sector.

• Operational knowledge of the contact centre operations environment, including KPI Reporting etc.

Application Process:

To apply for this role using the link on the CCPC careers page, please submit an up to date CV and a one page cover

letter outlining your understanding of the role and why you believe you are suited for the position. Applicants should

note that canvassing will result in your exclusion from the process.

This role will be closing on Monday the 20th of October at 3pm.