Our client the Competition and Consumer Protection Commission (CCPC) is seeking a Consumer Contacts Manager at HEO level.
Division Overview
Our Communications Division promotes public awareness and understanding of the role of the CCPC. We empower consumers with information and education on consumer rights, personal finance, competition law and product safety. Our tools include our website, helpline, social media accounts, marketing campaigns, public relations, stakeholder engagement and education programmes. We also engage with the business community and other stakeholders through our information, advocacy and compliance activities.
Our Communications Division has as a three-pillar structure with each pillar led by a Deputy Director.
The three pillars are:
Pillar 1: Media Relations, Marketing and Stakeholder Engagement
Pillar 2: Consumer Information and Engagement, which includes our website and helpline units
Pillar 3: Financial Education
The Role:
The CCPC is seeking to recruit a Consumer Contacts Manager, at Higher Executive Officer (HEO) level, reporting to the Head of Unit. The consumer Contacts Manager will be one of four managers who offer expert support and guidance to our helpline provider and support the Head of Unit run all aspects of the Contacts and Analysis Team
The Successful Candidate:
We are seeking a dedicated professional with a strong background in call center or information services. The ideal candidate will possess extensive experience in complaint handling, helpline operations, and quality control. They should demonstrate exceptional communication skills, empathy, and a commitment to resolving customer issues efficiently.
The successful candidate will be proactive, detail-oriented, and capable of working in a fast-paced environment. They will have a strong focus on continuous improvement and delivering against workplans.
In addition to the immediate appointment from this campaign, an order of merit may be established. This may be used to fill any future vacancies at the same level within this or other Divisions of the CCPC where roles have similar responsibilities and/or similar skills are required.
Key Responsibilities:
Support the day-to-day work of the Contacts & Analysis team:
• Ensure the helpline is running effectively in terms of meeting all performance and quality control targets and metrics
• Act as a key point of contact (with three other managers) for all consumer rights and personal
finance queries from the helpline and direct reports
• Support our ongoing quality performance process and helpline training
• Effectively manage the performance of all direct reports and ensure they are adequately trained and knowledgeable to provide the necessary support to the helpline
• Ensure ongoing adherence to the CCPC’s Service Charter in dealing with contacts received
• Manage the known risks for the helpline and develop processes to ensure that new risks/issues are identified quickly and escalated appropriately
• Manage and promote the Unit’s relationship with the helpline provider, other CCPC divisions and external bodies
• Support continuous improvement activities, including identifying gaps in current processes and opportunities for improvement Ensure all reporting requirements are delivered on time and to a high standard:
• Manage reporting activities for the team, including operational reports as well trends and
analysis of consumer contacts
• Create and circulate standard and ad hoc reports
• Pro-actively identify contact trends and issues and escalate where appropriate
• Identify areas of improvement through the use of automation and in-house systems to increase the sharing of relevant data across the organisation
Essential:
• Third level qualification in law, business administration or finance, or equivalent work experience
• Three or more years call centre/vendor operations experience in a customer service environment
• Experience of helpline quality control process and systems
• Experience in preparing and delivering training on complex topics, for example legislation, personal finance
• Proven experience in leading and supporting a team to deliver against performance targets
• Experience in developing high quality, dynamic and easy-to-understand reports
• Track record of working in a process driven environment with a focus on continuous improvement
• Demonstrable communication skills, both written and verbal
• Excellent project management, administration and organisational skills
Desirable:
• Qualified Financial Advisor (QFA) or extensive experience within the financial services sector
• Knowledge of consumer and/or competition related legislative environment
• Experience in the area of data analytics or related fields
• Experience working with Dynamics 365 or Power BI reporting
• Experience in leading projects from end to end or project management certification (e.g., PMP)
• Previous relevant experience in the public sector
Application Process:
To apply for this role using the link on the CCPC careers page, please submit an up-to-date CV. Applicants should note that canvassing will result in your exclusion from the process.
Closing date, Thursday, 15th May at 3pm.