Head of Consumer Care and Operations

Division Overview

Retail Division 

Our Retail and Consumer Services Division has a number of different teams including Consumer Care, Consumer Policy, Compliance, Emergency Call answering, Premium Rate Services and Consumer Engagement.

The role and responsibilities 

The primary role of ComReg Consumer Care is to assist and support consumers and business users of electronic communications, postal and premium rate services by:

• Informing consumers and business users of their rights

• Providing relevant information on communications issues

• Ensuring that consumers have an effective redress mechanism to deal with complaints

(firstly, through their service provider and subsequently via ComReg’s Consumer Line engaging with service providers on trends and issues.)

The Head of Consumer Care and Operations will operationalise ComReg’s Consumer Care Vision through the management and optimisation of people, processes, and systems and through the delivery of key strategic programmes. In addition, they will work across the division to ensure the tracking and delivery of other operational aspects.

The Head of Consumer Care and Retail Operations will be a proven leader with superb communication and organisational skills. They will also proactively shape, develop and deliver on both operational requirements and identified strategic Consumer Care programmes. The successful candidate will work across the following areas:

Daily Operational Management

• Ensure that ComReg’s Consumer function assists and supports consumers and business users of electronic communications, postal and premium rate services

• Proactive operational management, measurement and reporting of ComReg’s Consumer Care function.

• Engage with service providers to highlight trends and where service providers need to address relevant consumer issues.

• Drive root cause analysis and resolution of escalated consumer queries/complaints with outsourced partner and service providers

• Management of outsourced partner and other suppliers

• Tracking of divisional operational KPIs

• Central point for delivery and tracking of internal and external stakeholder divisional requests

Team Management 

• Actively lead, manage and engage the team to build a strong team ethos and culture of pro-active delivery

• Set team objectives in accordance with the performance management process

• Keep communication channels open via regular team and 1-2-1 meetings.

Strategic Management and Programmes

• Identify and deliver strategic Consumer Care programmes, from inception to completion and successfully transition into daily operational management

• Plan and oversee the Consumer Care budget, Annual Action planning and resource planning process

• Actively participate in the Retail and Consumer Services Senior Management team by attending and contributing to team meetings, inputting to projects and generally role modelling behaviours and values.

Stakeholder management

• Engage with service providers to take appropriate actions to resolve or prevent consumer issues through root cause analysis.

• Engage and communicate with external and internal stakeholders and teams on consumer care and operational matters.

• Management of external providers of services, as appropriate.

Qualifications and Experience required 

Essential 

• Degree in business or other relevant area. Applicants who have equivalent relevant experience will also be considered.

• Committed to driving a best-in-class consumer experience

• Demonstrable management experience in a complex customer care function

• Ability to manage outsourced providers and manage agreed SLA’s.

• Experience in developing and implementing strategies in respect of a consumer care function

• Proven organisational and project management skills with a track record of achievement in successfully implementing complex projects

• Demonstrable ability to manage workload and prioritise work based on business needs.

• Confident and articulate with proven ability to communicate courteously and professionally.

• Experience of building collaboration focused relationships across the internal and external environment seeking opportunities to understand and work with others to achieve collective goals

• Continuous improvement mindset

• Strong attention to detail

• Working understanding of data analytics

Desirable 

• Public Sector and/or regulatory experience

• Familiarity with procurement processes

• Knowledge of GDPR and FOI legislation

Core Competencies & Skills for the Role 

In addition to your technical qualifications and experience, you will bring professional competencies and skills in the following core areas:

 Contextual Understanding: Understands the regulatory, legislative, political, industrial, economic, societal and cultural environment within which ComReg operates. Uses this understanding to interact effectively. Considers the wider impact of actions and decisions.

 Strategy & Leadership: Creates a climate of cooperation where people strive to achieve common organisational goals. Takes a broad view. Anticipates future developments and applies this to operational situations.

 Analytical & Critical Thinking: Objectively analyses and evaluates information in order to identify patterns between situations that are not obviously related. Develops and clearly articulates solutions to complex problems.

 Ownership & Accountability: Applies professional ethical standards. Takes responsibility for work activities and personal actions. Follows through on commitments. Acknowledges mistakes and learns from them. Maintains effective interactions with outsourced service providers.

 Teamwork: Promotes and enhances team performance through working collaboratively and in cooperation with others to achieve goals. Interacts in a manner that builds respect and fosters trust.

 Planning and Organising: Establishes and monitors priorities, systematically differentiating between urgent, important and unimportant tasks. Plans and manages activities to consistently deliver results. Meets objectives within agreed predetermined time frames and deals with urgent operational situations expeditiously.

 People Skills: Uses interpersonal skills to create engagement and clarity. Manages conflict and implements practical solutions. Recognises the impact of own behaviour and adjusts as required. Actively develops others.

Our Package

We are offering an attractive package:

• Salary €104,535.46 – €129,624.54 * (Pay increases will be awarded annually subject to satisfactory performance)

• Dublin city centre location

• Blended working environment

• 28 days Annual Leave per year increases with service

• Fully paid Maternity, Paternity and Parent’s leave

• Income protection scheme

• Education assistance and Training Opportunities

• Professional membership fee pay

• Attractive pension scheme

• ComWell Wellbeing Programme

• Travel tax saver scheme, Access to Cycle to Work Scheme

• Access to Employee Assistance Programme

• Access to a members run sports and social club

*(entry will be at the minimum point and the rate of remuneration may be adjusted from time to time in line with Government pay policy.)

Please Note (1)

We hope that our recruitment process supports applications from candidates with diverse backgrounds, experiences and perspectives. We understand that having a diverse workforce contributes to making us stronger as an organisation. We are committed to positively supporting candidates with disabilities.

Please let us know if there is any reasonable accommodations we can make to enable you to take part in the process by creating the environment to give you the best opportunity to show your strengths and competencies. Rest assured that whatever information you disclose will only be used to enable us to provide the necessary support and will never have a bearing on the outcome of the process.

Please Note (2)

ComReg assesses all applicants fairly based on the requirements for the role. Due to the high volume of applications we receive for positions, we are unable to provide feedback to candidates who are not shortlisted for interview. If you are short-listed for interview, and are subsequently unsuccessful, you can request verbal feedback from your recruitment contact – if you are represented by an agency.