Company Description
SGS is the world's leading Inspection, Verification, Testing and Certification company. We are recognised as the global benchmark for quality and integrity. With more than 93,000 employees, we operate a network of more than 2,600 offices and laboratories around the world. We deliver global service with local expertise, to market leading clients across 10 different industries worldwide.
Job Description
To manage and resolve complaints from consumers and stakeholders in accordance with regulatory standards, ensuring fair outcomes and promoting public trust in the regulatory framework. The role involves detailed investigation, stakeholder engagement, and contributing to policy and service improvements.
Key Accountabilities
- Receive and assess complaints related to regulated entities or services, ensuring they fall within the organisation’s remit.
- Conduct thorough investigations by reviewing documentation, liaising with complainants and regulated bodies, and applying relevant legislation or codes of practice.
- Draft clear, impartial, and well-reasoned decisions or recommendations based on evidence and regulatory guidelines.
- Ensure all complaints are handled in line with statutory obligations, internal procedures, and service level agreements.
- Maintain accurate and secure records of complaints, investigations, and outcomes using case management systems.
- Identify systemic issues or trends and escalate them to policy or enforcement teams for further action.
- Contribute to the development of complaint handling procedures and continuous improvement initiatives.
- Provide guidance and support to complainants, ensuring they understand the process and their rights.
- Collaborate with legal, compliance, and policy teams to ensure consistency and integrity in complaint resolution.
- Manage associated mailboxes
- Prepare reports and briefings for senior management, regulatory committees, or external stakeholders
This is not a definitive list of duties
Qualifications
- Minimum Leaving Cert
- 2 years administration experience.
- Fluency in both written and oral English – excellent documentation skills required
- Experience in complaints handling, investigations, or regulatory compliance, ideally within a public sector or regulated industry.
Additional Information
Core Competencies
- Customer Focus
- Strong Communication skills
- Drive and Resilience
- Building Relationships
- Team Management
- Leadership
- Decisiveness
- Problem solving
- Flexible & Adaptable
Expected Behaviours
- Customer focused
- Be organised, efficient and quality focused
- Strong time management skills
- Experienced in dealing with members of the public
- Effective interpersonal skills; able to develop good working relationships with people at all levels
- Able to work under own initiative
- Strong organisational skills and attention to detail
- Excellent PC Proficiency and knowledge of MS Office applications
- Excellent communication skills
- Ability to prioritize and meet critical deadlines
