Head of User Support - Assistant Principal in Dublin

About the Role

Role Purpose​

The Head of User Support is responsible for leading and developing the organisation's User Support function, ensuring the delivery of accessible, high-quality and customer-focused support services that meet the needs of users and stakeholders.​

Reporting to the Director of User Strategy, Growth and Experience, the role provides strategic and operational leadership for the User Support team and is accountable for the performance, governance and continuous improvement of user support services across both internal and outsourced delivery models.​

The postholder will lead a team of four staff while overseeing the organisation's outsourced contact centre partnership, ensuring that services are delivered to a consistently high standard and aligned to organisational objectives, regulatory requirements and user needs. ​

Through effective leadership, collaboration and insight-driven decision making, the role will ensure that user support services deliver positive outcomes for users, contribute to organisational priorities and support the Commission's ambition to provide trusted, efficient and user-centred services.​

Key Responsibilities

• Lead and manage the User Support team, establishing clear operational priorities, standards and objectives.​
• Directly manage and develop the internal User Support team, promoting high standards of performance, service quality and user experience.​
• Develop and implement operational strategies, frameworks, service standards and continuous improvement initiatives for User Support.​
• Oversee performance, quality and governance of outsourced contact centre providers.​
• Monitor service delivery against agreed key performance indicators (KPIs) and service level agreements (SLAs).​
• Lead the management and resolution of escalated and complex user support issues.​
• Lead supplier relationship and contract management activities, ensuring effective performance, accountability and value from outsourced service arrangements.​
• Develop and maintain effective operational reporting and performance insights for senior leadership.​
• Identify, assess and manage operational risks relating to User Support, including service continuity and resilience.​
• Lead or contribute to implementation of contact centre arrangements.​
• Use user feedback, service data and operational insight to identify opportunities to improve user journeys, service quality and operational efficiency.​
• Establish and maintain effective governance arrangements, processes and controls for the User Support function.​

Requirements

Experience, Skills, Knowledge & Qualifications​

Essential Criteria​

• Proven leadership and people management experience.​
• Experience leading customer support, customer service, contact centre or operational service teams.​
• Demonstrated experience managing outsourced service providers and supplier relationships.​
• Strong experience managing service performance through KPIs, SLAs and governance frameworks.​
• Excellent stakeholder management and influencing skills.​
• Experience preparing executive reports, governance papers and performance reporting.​
• Experience managing operational risks, escalations and service continuity.​

Desirable Criteria​

• Experience working in a regulator, public body or other regulated environment.​
• Customer relationship management (CRM) platform governance and customer support technology experience.​
• Experience managing contact centre procurement or transition programmes.​
• Business continuity and resilience planning experience.​
• Experience leading organisational change and transformation programmes.​

Details

Location: Dublin, Ireland

Contract: Full time, Permanent

Salary: €83,113

Closing date: 14 Oct 2026 2:00 PM

Hours: 35 hrs per week

Annual Leave: 30 days per annum

Hybrid working: 2 days in the office

Office location: One Shelbourne Buildings, Shelbourne Road, Dublin 4, D04 NP20

Citizenship Requirement: Candidates must be a citizen of the European Economic Area (EEA), the United Kingdom (UK), Switzerland, or a non-EEA citizen with a stamp 4 or stamp 5 permission.

How to Apply

For a full list of benefits see our website here