Director of User Complaints (Fixed Term Contract) – Principal Officer

Job title:

Director of User Complaints (Fixed Term Contract) – Principal Officer

Company:

Coimisiun na Mean

Job description

Coimisiún na Meán Vision and MissionCoimisiún na Meán is Ireland’s agency for developing and regulating a thriving, diverse, creative, safe and trusted media landscape.As the independent media regulator, Coimisiún na Meán is responsible for regulating broadcasters, video-on-demand providers and online platforms established in Ireland. Their wide-reaching remit also includes supporting and developing the Irish media sector.About This Role​
The Platform Supervision and Investigations division’s main function is to supervise digital services in Ireland and enforce the Digital Services Act (“DSA”), Terrorist Content Online Regulation and Online Safety Code. It consist of four supervisory teams, an Investigations team and a Regulatory Operations team which help determine regulatory strategy. ​The User Complaints team also sits in this division and is responsible for receiving complaints against service providers for alleged infringements of the DSA. This team progresses complaints in line with relevant legislation (section 201 of the Broadcasting Act 2009, as amended), and can also transmit complaints to the European Commission, the Competition and Consumer Protection Commission (CCPC), and other DSCs across the EU as necessary. The work of the team is fast-paced and diverse. The role of Director of User Complaints, reports to the Digital Services Commissioner. ​
​Key Responsibilities​

• Leading the User Complaints Team, building engagement and capability within the team and ensuring strong alignment and relationships across the organisation to maximise collaboration and effectiveness between functions.​
• Overseeing the efficient progression of complaints allocated to the User Complaints Team, in line with relevant legislation and fair procedures.​
• ​Drafting case-related legal documentation including complaint investigation letters, case analysis, decision documents and other supporting documentation.​
• ​Collaboration with Government departments, the European Commission, and other Digital Service Coordinators​
• ​Participation in European Commission working groups as required. ​
• ​Leading on amendment of complaint-handling processes and activities., supporting and encouraging a culture of quality assurance and continuous improvement. ​
• ​Identifying the skills and training requirements needed to ensure An Coimisiún can deliver high quality complaint investigation services.​​
• ​Mentoring and coaching team members to develop their potential.​

​The above is intended as a guide to the general range of duties and is intended to be neither definitive nor restrictive and is subject to reviewEssential Criteria​

• Experienced Leader – (min 5+ years senior leadership experience) with a developed understanding of the regulatory environment as it relates to the management of complaints and investigations in line with statutory obligations and fair procedures. ​
• Legal qualification – solicitor or barrister licensed to practise in the State (Minimum 8 years PQE)
• Track record in people management/team management​
• Developed skills in legal drafting, to include reasoned decision-making​
• Experience in public and administrative law ​
• Proven record in stakeholder engagement at a senior level​
• Decisive, energetic and enthusiastic with excellent people, interpersonal and communication skills.​

​Desirable Criteria​

• Experience in European level regulation ​
• Experience of working in a high-pressured professional service, regulatory compliance, or equivalent environment.​​​

Benefits, Package & Pay​​

• This position is offered on a 2-year fixed term basis. ​
• Full time, 35 hrs per week​
• Annual Leave: 30 days per annum ​
• The role will be a hybrid role combining home and office working. Our current hybrid policy is 2 days in the office.​
• Our office is located at One Shelbourne Buildings, Shelbourne Road, Dublin 4, D04 NP20. ​
• For a full list of benefits see our website

​ * This position is graded at the Principal Officer
.​ * Successful candidates will be appointed on the first point of the scale. ​​Application Process​If you are interested in applying for this position, please submit:​​

• A CV (max 2 pages) and a Cover letter/personal statement (max 1 page) outlining why you believe your skills, experience and values meet the requirements of the position​
• Appointment to this role is subject to the candidate’s eligibility to work in Ireland. All positions require candidates to live in the Republic of Ireland or Northern Ireland.​
• Candidates who engage in canvassing will be disqualified and excluded from the process​
• Reasonable accommodations will be provided, if required, during the recruitment process. To discuss and request reasonable accommodations in confidence please contact

​Closing Date: 25th of June 2025 at 3pm​

Expected salary

Location

Dublin

Job date

Sat, 07 Jun 2025 22:20:35 GMT

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