Here at the Advertising Standards Authority of Ireland, we’re all about standards – that’s self-regulatory standards for advertising: setting standards, adhering to standards, applying them, upholding them and publishing them. This also goes for advertising complaints that we manage on multi-media platforms. ASAI – born 36 years ago and founded by the advertising industry – is a small organisation doing big things ever since – just like around the globe with many of our European and international counterparts.
You might like to work in our Complaints Investigator role if you like to;
- manage a personal case load of complaints under the guidance and direction of a knowledgeable, engaging and convivial team
- investigate complaints rigorously and follow up relentlessly using acceptable and sometimes creative methods for desktop research
- work in an environment of high volume| lower complexity work alongside others doing lower volume| higher complexity work
- support team members through executing frequently non-technical aspects of their case work which helps the team with efficiencies and reaching goals
- spend a valuable portion of each day logging detailed and newly received complaint data (so we can effectively manage advertising complaints, build a rich profile of information and later turn it into really useful stats to share in our published annual reports) and use our newly upgraded web based ‘Ulysses’ case management system
- work to reach individual and team goals
- be the first point of contact for inbound/outbound phone and email enquiries, mostly from the public and advertisers or their agencies
- collate complaints documentation on selected complaints for regular Complaints Committee adjudication and posting extracts from adjudicated Case Reports on our website for the public at large and the media
- share appropriate front of house hospitality and behind the scenes preparations to cater for visiting corporates and individuals, board members and adjudicating Complaints Committee members
- and of course do other bits and pieces that come up from time to time or some things that we might not have come across yet
You are potentially suited to being a Complaints Investigator if you have what we’re looking for;
- enjoy and are competent doing detailed process -oriented work;
- are analytical and can apply fundamental technical principles across multi-faceted and seemingly unrelated complaint case circumstances
- thrive on real attention to detail, high accuracy and deliver quality work consistently
- apply logic, sound judgement, considered opinion and have good influencing skills
- show initiative and creativity while working independently and in collaborative teamwork
- naturally enthuse at engaging in internal and external service excellence and have the professionalism, patience and persistence to support and manage inbound calls
- have strong multi-tasking and organisational skills with the ability to work under time pressures
- get job satisfaction from doing essential high volume repeated tasks in the knowledge of delivering to a greater result
- use standard Microsoft Office products effectively and efficiently
- use Business English fluently and command strong spoken and written communications skills
- preferably have at least two years experience of similar/process-oriented/case management work and/or the use and application of formal rules/guidelines
- hold a Third Level degree qualification, equivalent or appropriate professional qualification.
Our vacancy presents the possibility for you to join us in a full time permanent position, requiring some flexibility around hours worked and to engage in additional role related duties not outlined above. A competitive salary and benefits package is on offer for this position. This rewarding role has headroom for career and personal development, for the right person.
So if this role is for you, tell us more about you and please complete our Application Form and forward it to us at recruitment@asai.ie
Thank you for your interest in ASAI
ASAI is an Equal employer opportunities employer