Senior Case Handler (multiple roles)

Role Summary

• Reporting to the Head of Case Management, the Senior Case Handler will deliver a high-quality complaint handling service that includes:
• Providing information to consumers about their legal rights and negotiating contractual disputes between a consumer and business to achieve a satisfactory solution.
• Acting on behalf of consumers in Ireland who have cross-broader issues and EU consumers who have issues with businesses registered in Ireland.
• Supporting the development of the service that aligns with the ECC-Net Vademecum.
• Working with colleagues across ECC-Net to identify issues of concern that can inform legislative change.
• Working as part of the CCPC, engaging as necessary with colleagues across the Communications and Consumer Protection Divisions
• This is an opportunity for a motivated, high calibre individual to join the CCPC, delivering a new and developing EU consumer rights information, assistance and legal advice service within the CCPC.

In addition to the immediate appointments from this campaign, an order of merit may be established. This may be used to fill any future permanent or temporary 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

• In line with CCPC strategy and structures, support the set-up and implementation of the CCPC’s ECC-IE information and case management service.
• Provide information to the public on their consumers rights when they have an issue with a business in another EU country.
• Manage all aspects of ECC-IE cases as part of a Case Team to include:

1. Assessing cross-border complaints from consumers in Ireland to establish that consumer law applies and completing the referral process to the relevant ECC to follow up with the business on their behalf. 
2. Managing all communications with consumers in Ireland to include timely updates and responses to requests from consumers and relevant ECCs. 
3. Managing cases from other ECC’s for businesses registered in Ireland by proactively engaging with the business to resolve the dispute, ensuring timely communications with the referring ECC.
4. Providing information to consumers about the redress options open to them, when it is not possible to successfully resolve a case within ECC-Net. 

• Assign and manage information requests and cases ensuring service performance and quality control targets are met.
• Maintain and build legislative knowledge of European consumer-related issues. Produce guidance on the application of new legislation for consumers in Ireland, when required.
• Support the ongoing review of the ECC-IE case management procedures and systems to inform improvements in service delivery.
• Build and maintain productive and positive relationships within ECC-IE, the CCPC and external stakeholders.
• Assist in research or policy initiatives appropriate to the work of ECC-Net.
• Lead the development and implementation of projects to improve the delivery of ECC-IE’s functions within the CCPC and ECC-Net.
• As the team and role evolves, the Senior Case Handlers may be asked to take on line management of Case Handlers.
• Demonstrate adaptability and flexibility and carry out any other additional tasks, responsibilities or functions that may be assigned by management in order to support the work of the ECC-IE and ECC-Net.

You can apply here.

Do not forget to mention that you found this job ad on the Euractiv Jobsite!