The Liaison Manager position within this regulatory body in Dublin city centre is newly created. It is linked to SEO grade which offers a salary of €49,845. It will be a permanent appointment.
We are seeking an experienced candidate with highly developed skills to play a vital role within the organisation, providing a key point of contact for complainants and other stakeholders. The successful candidate will be required to develop good working relationships with stakeholders (and complainants in particular) and provide them with clear support and guidance, as needed, in relation to their complaint and the process involved.
Key responsibilities will include:
- Listening effectively to complainants, advocates and other stakeholders in relation to complaints, the complaints process, and the outcome of complaints and communicating with them in a respectful and empathetic manner.
- Supporting and assisting the Head of / Lead Investigations and Complaints in:-
- Reviewing the feedback received from complainants and other stakeholders involved in the complaints process.
- Proactively undertaking a continual review of the complaints process and procedures with appropriate personnel within and outside the Organisation in order to identify potential/actual risks associated with the complaints processes and improve the effectiveness and efficiencies of same.
- Liaising with stakeholders and appropriate personnel within and outside the Organisation to work to continually improve on the delivery of one of the Council’s core functions and its strategic objective in protecting public safety.
- Ensuring that learnings from feedback and reviews of the complaints processes and procedures are shared with staff of the Organisation to ensure the it learns from past experiences; and
- Managing projects and initiatives to implement recommendations arising from the said feedback and review of the Organisation’s processes and procedures in relation to the investigation of complaints investigation.
- Responding, in a clear and timely fashion, to issues and queries raised by complainants and other stakeholders in relation to complaints.
- Liaising with other regulators on the improvement of processes and procedures in relation to the investigation of complaints in order to ensure that their policies and procedures are in line with best practice.
- Designing, implementing, and delivering training awareness to their staff to ensure that a culture of patient engagement is embedded within the Council as a whole.
- The Liaison Officer will be required to use initiative and discretion in their day to day working as they may deal with sensitive or contentious issues and will be communicating with complainants who may be angry or upset.
Required skills, qualifications, and experience:
- Third level qualification in a relevant and/or related discipline. While a legal qualification is not essential for the role, would be advantageous given the legal framework within which the role would operate.
- Recent experience at a senior level in a similar role (or a mediation or service-user focused role), within a professional body, a health service provider, a social care or voluntary sector and / or similar organisation.
- Experience in the health, social care or voluntary sector and / or healthcare professions would prove beneficial.
- A track record of working constructively with stakeholders to improve processes and procedures across an organisation.
- Leadership skills and capacity to grow and evolve this role in order to develop it to its full potential.
- Ability to adapt and manage change, particularly where new legislation and/or procedures and processes are introduced.
- A good understanding of the law relating to professional regulation, as well as other relevant Irish and European legislation.
- Capacity to manage a significant workload and a well-developed knowledge of regulation, interpersonal, communication and IT skills.
- Strong leadership qualities and stakeholder management skills.
- Strong influencing and negotiation skills.
- Strong empathetic communications skills including verbal and written).
- Excellent communication skills (Strong interpersonal skills with the confidence to establish credibility at all levels.
- Strategic and operational judgment.
- Strong time management, planning, and prioritisation skills.
- The annual holiday entitlement is 29 working days plus public holidays.
- This appointment will be offered on a full-time permanent basis.
- Hybrid working arrangement. Must be able to travel to Dublin for work.
- 37 hour per week.
Closing date for applications: 6th of October, 2021.
Please submit a covering letter outlining your experience and interest in the role, along with a copy of your CV to Michelle Nolan in Lex Consultancy.