Complaints Officer

Complaints Officer require to work in Limerick, working in a team environment you will be responsible for responding to National Complaints at a national level.

Responsibilities & duties to include and not limited to the following:

•            Prepare and respond to all relevant national complaints in an efficient manner.

•            Ensure the effective and efficient management and processing of these requests, with a focus on timely resolution and positive customer outcomes and experience.

•            Engage with the individual requester to establish the nature of the query or complaint, and to seek to satisfactorily address the issue once all details have been gathered.

•            Promote and maintain a customer focused environment by offering a satisfactory resolution to all complaints and ensuring service-users are treated with dignity and respect.

•            Act as Freedom of Information decision maker, to include tracking requests, gathering information and responding to the requester maintaining records of all FOI in line with legislation and record retention policies

•            Act as Complaints Officer to respond to incoming complaints via Your Service Your Say and manage in line with the Complaint Management Pathway, tracking requests and liaising with the relevant functional areas and Investigations Team, as required, to develop timely responses

•            Act as Data Protection Decision Maker to include tracking requests, gathering information and responding to the persons making requests while maintaining records in line with legislation and record retention policies

•            Develop responses to complex requests and advise others within the team on best practice and timely response development

•            Identify relevant material to support responses to requests and engage with key stakeholders and cross-departmental groups

•            Work with the National Directors and their office to ensure high quality responses are developed, reviewed and submitted

•            Ensure compliance with all procedural / legislative requirements for all PQs, FOIs, GDPR requests and Complaints

•            Ensure that privacy and confidentiality of all data and information is maintained

•            Respond proactively to negative and positive feedback from service users and escalate issues when deemed appropriate

The Candidate should possess the following skills and competencies:

•            The successful candidate will typically have experience within a similar environment dealing with Complaints.

•            Relevant third level qualification or professional equivalent, desirable but not essential.

•            Ability to work on a team is essential as well as the ability to work on own initiative.

•            Strong communication skills with an ability to deal with all levels in a confident and professional manner.

•            Must have strong written & verbal communication skills essential.           

•            Must have a very flexible approach to work and be confident working in a fast moving, exciting environment.

•            Be a proactive team player who is motivated by achieving targets.

•            Excellent attention to detail required.

•            Excellent PC skills with strong knowledge of MS Word, Excel and Outlook is essential.

Rate of Pay €40,000-45,000

To apply

If you are interested in applying or want to know more about this role contact Sarah Jeanne Kelly in CPL Limerick on 061 208649 / 087 9077699 or email your cv to sarah.kelly@cpl.ie

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