* All new entrants will join the organisation at the bottom of the pay scale. Pay increases will be awarded annually subject to satisfactory performance and to the terms of any government agreements.
ComReg Overview
We are the statutory body responsible for regulating electronic communications, postal and premium rate services in Ireland. We are a professional, multi-disciplinary organisation, operating in a dynamic telecommunications environment that is constantly evolving. Our Mission – at the heart of everything we do – is to facilitate the development of a competitive communications sector in Ireland that attracts investment, encourages innovation and empowers consumers to choose and use communications services with confidence.
Retail Division
Our Retail and Consumer Services Division has a number of different teams including Consumer Care, Consumer Policy, Consumer Engagement, Compliance, Emergency Call Answering, Legal and Dispute Resolution, Postal and Premium Rate Services. Within these teams are people with different professional backgrounds. We have Economists, Accountants, Analysts, Engineers and Legal advisors. Our new team member will join the Legal and Dispute Resolution team within the Retail Division, reporting to the Dispute Resolution Operations Manager.
Dispute Resolution
ComReg has a statutory function to resolve disputes between consumers (including business users) of electronic communications services and postal services and the providers of those services. ComReg resolves disputes referred to it when consumers have been unable to resolve the dispute with their provider. ComReg’s remit is set by statute and rules and procedures govern how dispute resolution is carried out.
The Role and Responsibilities
The Dispute Resolution Specialist will assist in ensuring the effective and efficient delivery of ComReg’s dispute resolution functions. This will include:
Coordinating the process for resolution of disputes coming within ComReg’s remit in accordance with statutory rules, required timelines and procedures to ensure a high-quality service is provided. This includes;
Undertaking a screening process for each application received;
Monitoring the lifecycle of each formal dispute and issuing relevant correspondence and communication between ComReg and the Provider and / or the consumer to ensure all relevant material is available to enable a Decision to be made;
Communication with both internal and external stakeholders and assisting the Operations Manager in engaging with stakeholders as required;
Engaging with consumers and decision makers and other relevant parties
Ensuring the dispute resolution system(s), used to track and support the dispute resolution process and related correspondence, adequately supports the Dispute Resolution function.
The review of ComReg’s website information related to Dispute Resolution including identification and communication of key messages, statements and decisions via the website.
Regular research on national, international and sectoral changes and trends in the area of dispute resolution to update the Dispute Resolution Operations Manager and other stakeholders where appropriate.
Provision of regular updates to the Operations Manager and other stakeholders on Key Performance Indicators (KPIs) in the area of Dispute Resolution.
Additional Aspects of the Role
The Dispute Resolution Specialist will assist in the review, development, implementation and governance and reporting of Complaint Reports submitted by ECS providers to ComReg.
The role may necessitate the use of analytical and business intelligence tools to provide insights in order to strengthen and enable evidence-based regulatory decisions and to develop reports on key insights and trends to internal and external stakeholders through drafting reports, developing charts and creating interactive visualisations.
The successful candidate will support the planning and implementation of various projects, including developing project plans, monitoring project progress and updating with project stakeholders.
The role includes oversight of the Third-Party Verification process, which ensures that any requests by consumers for a third party represent them in their dealings with ComReg in respect of consumer issues, complaints and disputes are verified, including applying relevant checks, and in accordance with data protection legislation. In this respect, the successful candidate will work closely with our Consumer Care team.
Assistance with other projects and dispute resolution areas which may arise within the Dispute Resolution Team or Retail Team.
Qualifications and Experience
Essential
Degree-level qualification (business, law or a related discipline);
Experience in dealing with consumers ideally in relation to complaints/disputes with service providers
Excellent communication skills and a proven ability to work in a multi-disciplinary environment
Demonstrable analytical and problem-solving skills with a solid practical background in the application of data analysis within a regulatory and/or business environment;
Experience in using technical systems and involvement in development to meet business needs;
Excellent organisational and time management skills;
Advanced Microsoft Excel user with demonstrable experience in a business setting.
Desirable
Proven track record in managing the delivery of complex projects, in an individual or team capacity;
Experience working with data analytics software and business intelligence tools (such as PowerBI, Qlik Sense).
Experience in the area of dispute resolution.
Experience of working in a regulatory environment, whether in a governmental organisation, consultancy or corporate entity;
Knowledge or experience of telecoms/electronic communications and postal sectors would be a distinct advantage.
Knowledge or experience of consumer law is desirable.
Experience working with WordPress.
Core Competencies & Skills for the Role
In addition to your qualifications, experience and technical skills, you will bring professional competencies and skills in the following core areas:
Communicating & Influencing Communicates clearly, confidently, and respectfully. Ensures all relevant parties are appropriately updated and notified.
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.
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.
Analytical and Critical Thinking Objectively analyses and evaluates information and presents summaries and proposals supported by data and reasoning. Develops and clearly articulates solutions to complex problems.
Organisational Context Considers the wider impact of actions and decisions and understands how the organisation interacts with others and demonstrates concern for the needs and expectations of consumers
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.
Our Package
We are offering an attractive package:
Salary €62,842.22 – €86,787.06 * (Pay increases will be awarded annually subject to satisfactory performance)
Dublin city centre location – IFSC
Blended working environment – 2 days in the office (flexibility for more days may be required depending on business needs)
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.
