About This Role
The Temporary Executive Officer User Complaints is a 11 - month temporary contract in which the successful candidate will be employed by Cpl and you will work onsite in the Coimisiún na Meáns office at 1 Shelbourne Buildings, Shelbourne Road, Dublin 4, D04 NP20, Ireland.
Role Purpose
The duties of the Executive Officer are varied and require a candidate to be flexible, collaborative and work effectively within a team to deliver the required outcomes of the User Complaints team and Platform Supervision and Investigation Division, in line with the overall Coimisiún na Meán Organisational Strategy. The Executive Officer should demonstrate the ability to manage multiple and varied tasks with conflicting priorities, using appropriate delegation, prioritisation and resourcefulness.
Key Responsibilities
Processing the intake of DSA complaints from Irish and EU users;
Assessing and processing of complaints in line with agreed procedures;
Processing workload in a timely and efficient manner in line with the Standard Operating Procedures in place;
Presenting complaint information to internal stakeholders in a clear, concise and comprehensive manner;
Drafting correspondence to stakeholders;
Taking ownership of assigned tasks and prioritisingcompeting tasks in order toensure they are completed on time and to a high standard;
Using the available data analysis, including Key Performance Indicators (KPIs), to regularly measure the progress of workload;
Assisting in carrying out other operational work activities relevant to the User Complaints team which may include mailbox management, compiling of statistics and reports;
Supporting line managers and colleagues as required;
Organizing Stakeholder engagements including meeting scheduling and minute taking;
Supporting the development and implementation of strategies, policies and procedures;
Liaising with internal and external stakeholders as required.
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
Minimum of 1-year demonstrable experience of developing and supporting effective processes and workflows;
A recognisedqualification of at least Level 5 on the National Framework of Qualifications (Leaving Certificate) or equivalent;
1+ years experience in a related role;
Strong organisationalskills with the ability to prioritise effectively while managing a significant workload;
Well-developed interpersonal skills with the ability to build relationships with many different stakeholders and work effectively within a team;
Excellent communication skills both written and verbal;
Evidence an ability to analyse, think critically, and apply good judgement;
An understanding of, and interest in, the Irish regulatory and digital landscape;
Drive and commitment to delivering high quality customer service, for internal and external customers;
Strong Microsoft Office skills (Word, Excel and PowerPoint, Dynamics 365).
Desirable Criteria
Complaint-handling or investigation experience;
Experience of working in a regulatory environment or Public Sector;
Knowledge of or experience of working with online platforms;
Illustrate a proficiency in the use of the Irish language;
Key Information
Benefits, Package & Pay
- This position is offered on a temporary agency contract for a period of 11 months The successful candidate will be employed by Cpl.
- Full time, 35 hrs per week
- Annual Leave: 23 days per annum, pro rata
- The role will be a hybrid role combining home and office working. Coimisiún na Meáns current hybrid policy is 2 days in the office.
- The office is located at One Shelbourne Buildings, Shelbourne Road, Dublin 4, D04 NP20.
- This position is graded at the Executive Officer 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) via HERE before Friday 26th June 2026 at 12pm,
- 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. For queries related to the application or selection process related to this role, please contact [email protected]
Competencies
People Management
Analysis and Decision Making
Delivery of Results
Interpersonal and Communication skills
Specialist Knowledge, Expertise and Self Development
Drive & Commitment to Public Service Values
