Organisational purpose

The Consumer Council is a non-departmental public body set up by Government in 1985, established by the Department of Enterprise, Trade and Investment (DETI).

Our job is to give consumers a voice with the people who make decisions that affect us all. We do this by running information and education campaigns, influencing government, business, undertaking research and producing publications and resources. We also help individual consumers to know their rights and responsibilities. We handle consumer complaints about buses, trains, planes, ferries, natural gas, electricity, coal and water.

In addition to our specific duties in relation to water, energy, transport and food, we also investigate and speak out on the important consumer issues of the day like the cost of living, personal banking, fuel poverty, water charging and energy prices.

More information on the Consumer Council can be found on our website

Job Description

Job title: Consumer Affairs Officer (EO1)

Section:Consumer Support

Term: Fixed Term (1 year maternity cover)

Reporting to:Head of Consumer Support

Responsible for:Consumer Support Officers (E02 x5)

/ Administrative Officer (AO x1)

Date:June 2009

Main Purpose of Job

The Consumer Affairs Officer will contribute to consumer support policy matters in energy, transport, water and related utility issues; co-ordinate the Consumer Council’s response to complaints and manage the complaints staff within the Consumer Support Section.

Key duties and responsibilities

Key duties and responsibilities under the guidance of the Head of Consumer Support will include:
Management

  • Working alongside the Consumer Affairs Officer to manage and motivate staff and take responsibility for their performance management, training and development;
  • Oversee, supervise and co-ordinate the work of the consumer support operations and team;

Complaints Handling

  • Contribute to and ensure compliance with the Consumer Council’s complaint handling procedures;
  • Identify and follow up issues arising from complaints and deal with more complex complaints;
  • Research consumer issues arising from complaints and contribute to policy development;
  • Oversee the complaints’ database, collation of statistics and identification of trends, as well as the call handling and telephony systems;

Representation

  • Promote the Consumer Council’s role giving particular focus to disadvantaged groups;
  • Build and maintain relationships with key stakeholders such as supply companies and regulators;
  • Provide support to the Consumer Council, its committees and groups in relation to the conduct of Consumer Council business including attendance at and taking minutes of relevant meetings; and
  • Undertake any other duties of a nature appropriate to the post as may be required from time to timeby line management.

Person Specification

To meet the challenges of this role, candidates will be expected to provide evidence to demonstrate their skills, knowledge and experience in the following:

Essential

  • Recent and relevant experience of managing others;
  • Giving advice and dealing with complaints on behalf of consumers;
  • Building and maintaining relationships with key stakeholders or partner organisations;
  • Contributing to policy development through the interpretation of information and identification of key issues;
  • Excellent communication skills, both written and oral; and
  • Good general IT skills including the use of Microsoft Office or equivalent.

“Recent”experience has been defined “within the last 8 years”

“Relevant”has been defined as experience ofsetting staff objectives, reviewing their performance on a regular basis and managing their training and development.

Competences

In addition, successful candidates should be able to demonstrate the following competences during the selection process; a subset of which will be tested at interview.

Adaptability

Adapts to and remains effective in changing environments, and with people of varying perspectives, needs and demands.

Continuous Improvement

Seeks to continuously deliver the most efficient and effective solutions for the Consumer Council. Uses initiative to identify the best approach and continuously improve service delivery.

Communication

The ability to structure and convey ideas and information to individuals or groups in a way that brings about understanding. Considers the impact of their communication style and content (verbal and written) on others.

Customer Focused

The ability to keep the customer and stakeholder (internal or external) as the focal point of all activity and strive to address customer needs and concerns.

Drive for Results

Focuses on achieving targets, goals and results; willing to persist in the face of obstacles

Planning and Organising

The ability to establish a course of action and a sequence of steps to ensure that goals and objectives are achieved.

Problem Solving and Analysis

Applies logical and straight forward reasoning to produce effective solutions, using all relevant sources of information.

Teamworking

Cooperates and collaborates between individuals and groups, both inside and outside the Consumer Council.

Further Information

The Consumer Council: The Consumer Council is an independent employer. Its staff, whilst not civil servants, are employed on Civil Service terms and conditions.

Duration: The post is a fixed-term post until August 2010 to cover maternity leave. Performance will be reviewed on an ongoing basis in line with the Consumer Council’s current performance management system. The contract may be terminated by either party giving not less than 4 weeks prior written notice.

Salary: Salary range is £20,801- £26,086 (effective August 2008, equivalent to NI Civil Service Grade: EO1) and is subject to annual review.

Pension: Those options currently available under the Principal Civil Service Pension Scheme (NI) will apply.

Location: Elizabeth House, 116 Holywood Road, Belfast, BT4 1NY. The premises are wheel chair accessible, a text phone is available and there is a disabled toilet.

Hours of Work: The normal office hours based on a 37 hour week, exclusive of lunch breaks, are from 9.00am to 5.00pm Monday to Friday. A flexible working scheme is in operation.

Holidays: Entitlement is 25 days each year exclusive of statutory and public holidays. The leave year runs from 1 February to 31 January.

Equality commitments: Candidates will be expected to contribute to the Consumer Council fulfilling all its commitments in relation to its Equality Scheme, and under the Northern Ireland Act 1998 and the Human Rights Act 1998.

Note: This document is supplied for information purposes only and does not constitute terms and conditions of employment.