- Title of Position: Senior Complaints Manager
- Grade: : Assistant Principal Officer (AP)
- Location: Dublin 1
- AP Salary Scale: €80,668
The Role
Our client is seeking a Senior Complaints Manager at Assistant Principal Officer level to oversee the
complaints and resolution team.
The role of this team is to receive and manage complaints from members of the public and undertake
examinations under Section 8 and Section 9 of the Ombudsman for Children Act (as amended). This
refers to the examination of complaints against public bodies, schools, voluntary hospitals and a
number of other bodies in receipt of public funding made by or on behalf of children.
The successful candidate will have a key leadership role in our client's Complaints & Investigations
Team, and will report directly to the Director of Investigations.
Blended working is available, with a minimum of two days per week in our Offices in Dublin 1.
Key Responsibilities
The Senior Complaints manager will have overall responsibility for management of the complaints
and resolution team and specifically will:
- Oversee the management of complaints to ensure timely and efficient decision
making that complies with our client's legislation remit. - Manage and supervise the team through case management meetings, regular one to one
supervision, and implementation of the civil service Performance Management
Development System - Lead on the internal Quality Assurance programme to ensure our client provides an efficient
service and effective complaints and investigation service to the public in accordance with our client's
customer charter. - Deliver the learning and development programme specific to the complaints and investigation
team - Arrange regular engagements with key stakeholders including such as public bodies, non-governmental organisations and our client's Youth Advisory Panel on matters relating to children
- Review and expand the outreach strategy of the office and ensure the delivery of complaints
clinics with specific cohorts identified under our client's business plan objective. - Lead the change management processes required with the implementation of a new case
management system and a business intelligence led approach to complaints management. - Ensure our statutory obligations to seek the views of children are met in accordance with
our client's policies and procedures - Keep up to date with and develop a good understanding of relevant legislation, policy and
practice regarding to administration and children. - Drafting of complaint-handling and investigation policies and procedures to ensure best
practice - Work closely with the Ombudsman, the Director and with the investigation team on key issues
emerging that are impacting on children. - Collaborate with other teams on our client's strategic objectives and business
goals.
Essential Requirements
Candidates must, on the closing date for this competition, satisfy the following requirements:
- A qualification of at least level 8 on the National Framework of Qualifications from a
recognised university or other third level institution in a relevant discipline - Proven experience of leadership or management of a team
- At least five years’ experience working in a regulatory environment and or in managing
complaints. - Possess the core capabilities described below.
- Track record in identifying opportunities for improvement and creating efficiencies within a
team - In-depth knowledge of the legislative, policy and administration environment relevant to
children and young people in Ireland and the work of our client's. - Experience of working with or for children and young people with a dedicated commitment
to the promotion of the rights and welfare of children.
Desirable
- Experience of procedural or administrative law
How to Apply:
To apply, candidates must complete and submit an Application Form via the online application portal.
Only application forms fully submitted online will be accepted into the campaign.
To upload your Application form, please click 'Apply Now'.
Closing Date:
Your application must be submitted on the online application portal before 21/07/2025 – 12:00 noon. Applications will not be accepted after this time.
