Investigating Officer (Customer Disputes)
Closing Date: 12 noon, Wednesday 1st May 2024
The CRU is now seeking Investigating Officers to join the CRU s Customer Care Team. The Customer Care Team is part of the Consumer Policy and Protection Division. The team plays a central role in ensuring energy and water customers know their rights, both now and as the sectors evolve. The team directly helps customers; investigating individual complaints as part of our independent dispute resolution service, providing an information service to customers, and identifying trends in customer issues sharing insights within the organisation.
Key duties and responsibilities
Reporting to the Customer Care Manager, the successful candidates will be working to tight deadlines in a high-volume process-driven environment.
The main duties and responsibilities of the Investigating Officer (Customer Disputes), which may be adjusted in the light of changing priorities, include the following:
• Conducting investigations into customers unresolved complaints against either an energy company or Uisce Éireann. This will typically involve:
o Critically analysing information received from the customer and relevant provider/s (energy supplier or network operator, or Uisce Éireann as relevant),
o Reviewing relevant policy and regulatory documents to understand obligations relevant to the case,
o Identifying gaps in information required to reach a decision and engaging with relevant internal and external stakeholders to obtain this information (including escalating any issues to the Customer Care Manager as required),
o Following thorough investigation, reaching a proposed decision on whether to uphold the complaint or not and award any compensation,
o Drafting a proposed decision, explaining complex issues in a clear way so all parties can understand the CRU s proposed decision and rationale,
o Reviewing customer and provider comments on the proposed decision and taking these on board in reaching a final decision, and
o Following all relevant CRU processes and policies throughout the investigation, including appropriately logging case details in our Customer Relationship Management (CRM) system (Microsoft Dynamics 365).
• Identifying issues and trends in relation to consumer issues in energy and water markets, based on contact and complaints data collected by the customer care team.
• Developing and maintaining an awareness/understanding of relevant policy developments and best practice in dispute resolution with the energy and water industry and related industries, both in Ireland and internationally.
• Working with internal and external stakeholders, in a positive manner in order to further CRU objectives in relation to consumer protection.
• Carrying out such other functions as may be required from time to time to fulfil the business objectives of the CRU and as appropriate to the grade.
The above list is not exhaustive. While the successful candidate will be assigned to a particular team within the CRU, they will also be expected to contribute to the work of the wider Division/CRU as requirements dictate.
The Candidate
Key Requirements
Essential Criteria
Candidates must have on or before the closing date for applications the following:
1. An NFQ Level 8 or higher, preferably in economics, law, communications, business or other closely related discipline.
2. A minimum of 1 years relevant experience working within a dispute resolution, energy, water or related role.
Desirable Criteria
1. Experience investigating complaints or dispute resolution.
2. Knowledge/experience of the regulated energy and/or water sectors, including the national/EU legal framework under which the CRU operates, regulatory requirements that apply to energy and water providers, and customer rights.
3. Experience analysing data from a CRM such as Microsoft Dynamics 365 to identify trends and emerging issues.
4. Familiar with digital marketing and content development for websites and social media.
Core Competencies (Appendix A)
• CRU/Specialist Knowledge.
• Interpersonal and Communication Skills.
• Analytical Skills.
• Team Working.
• Delivery of Results.
Application Process
Please note, the CRU have engaged Cpl as a data processor to assist the CRU with this recruitment competition. In line with CRU s data retention policy information collected by Cpl will be kept for 12 months after the conclusion of the competition.
In order to apply for this opportunity, candidates must submit the application from for this opportunity before the closing date for applications.
The application from can be found here -
As part of the application form candidates will be required to upload a C.V. and Cover Letter which clearly demonstrates how you meet the key requirements of the role.
Should you have any queries, please contact CRU(at)cpl.ie.
The deadline for applications is 1st May 2024, 12pm (to be received not later than 12 pm).
Candidates must have continued eligibility to legally work in Ireland.
If we invite you to interview and you have access needs, please notify us at cru(at)cpl.ie so that appropriate arrangements can be made.
CRU does not reimburse any costs/expenses incurred by the candidate during any part of the interview process.
The CRU Recruitment Privacy Notice sets out how we protect the privacy rights of those applying for positions with CRU and can be found on the Careers page on the CRU Website (), or alternatively you can contact hrdepartment(at)cru.ie who will arrange for this to be sent directly to you.
FOR MORE INFORMATION ABOUT THIS ROLE AND TO BEGIN THE APPLICATION PROCESS PLEASE CLICK THE APPLY BUTTON
