Policy and Knowledge Management Specialist

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 the Policy and Knowledge Management Specialist is to maintain and develop all consumer care policies and procedures.

The Policy and Knowledge Management Specialist will work closely with consumer care and retail leadership and our frontline operations team to develop a comprehensive knowledge base encompassing, but not limited to:

• Contact Handling procedures.

• ComReg consumer care policies.

• Communications templates.

• Agent training.

The Policy and Knowledge Management Specialist will:

• Develop Consumer Care policies and procedures in line with regulatory guidelines and consumer care best practices.

• Structure agent facing information in a clear and concise manner.

• Maintain a database of all consumer care knowledge artefacts.

• Develop a strategy to ensure content is easily accessible and searchable by the consumer care team.

• Work with ComReg internal stakeholders including legal, policy and consumer engagement to ensure information is accurate and up to date.

• Work with the consumer care outsource partner to develop appropriate knowledge transfer methodologies.

• Collaborate with consumer care stakeholders to identify knowledge gaps and develop solutions to fill them.

• Monitor and evaluate the effectiveness of processes and policies in terms of key consumer care customer satisfaction and efficiency metrics.

• Become a policy subject matter expert to support the wider organisation in the design of quality programs, training and process improvements.

• Work with internal project managers to integrate new policies and regulations into the consumer care ecosystem.

• Run the internal change management program ensuring all business developments are integrated into the Consumer Care organisation.

Qualifications and Experience required 

Essential 

• Substantial experience working in a knowledge management or policy function in a large organisation

• Experience developing instructional materials, training and/or standard operating procedures

• Excellent verbal and written communication skills

• Ability to develop a program of work involving multiple stakeholders

• Experience in developing complex customer facing communications

• Proven ability to operate collaboratively at all levels within an organisation

Desirable 

• Experience in knowledge management strategies and systems in a customer support organisation

• Degree in Business Information Management Systems or similar

• Experience working with regulatory or legal stakeholder

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:

 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.

 Drafting: Uses a logical structure to draft documents. Communicates complex and technical information clearly and concisely. Ensures key messages are understood and have the desired impact on the target audience.

 Communicating & Influencing: Communicates clearly, confidently and respectfully. Engages, persuades and convinces others to follow a particular course of action. Ensures all relevant parties are appropriately updated and notified.

 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.

Our Package

We are offering an attractive package:

• Salary €61,000 – €84,242 * (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.