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Financial Services and Pensions Ombudsman (FSPO)
About the Clerical Officer Role Clerical Officers may be assigned to any individual team within the FSPO, or across a number of such teams. The role of the Clerical Officer involves a wide range of activities, including general clerical work, working as part of a team in delivering important public services, supporting line-managers and colleagues, and Financial Services and Pensions Ombudsman 4 Candidate Information Booklet | www.fspo.ie Candidate Information Booklet Clerical Officer communicating with and providing a quality service to the public. Working as part of a team, Clerical Officers perform a wide range of important administrative duties. Information provision, and registration of complaints represent a large part of the role, and Clerical Officers are required to process large volumes of documentation, phone calls, email and post, at all times respecting the rights of data subjects to the protection and privacy of their personal details.
Key Activities:
• Providing information to the public about the FSPO’s services over the phone, in writing and face-to-face, meeting the highest quality standards;
• Registering and processing new complaints received;
• Logging, collating, scanning, and processing inbound/outbound post;
• General clerical work e.g. filing, photocopying, scanning;
• Acting as administrative supports to business areas;
. Working as part of a team in delivering support services to the wider staff;
• Maintaining high quality records in a thorough and organised manner;
• Supporting line-managers and colleagues;
• Using Information Technology on a daily basis e.g. word processing, spreadsheets, database, email and internet;
• Checking all work thoroughly to ensure that it is processed in accordance with operating procedures, the FSPO’s data protection policy and completed to a high standard;
• Approaching work in a careful and methodical manner, displaying accuracy at all times, including when conducting routine/repetitive work;
• Any other duties deemed appropriate for clerical support, which may include providing wider team cover for holidays or absences.
The responsibilities outlined in this job description should not be regarded as comprehensive in scope and may be added to or altered as required, in line with the business requirements of the FSPO.
Experience, Qualifications & Personal Qualities Required
Personal Qualities Required
. To be effective in the role of Clerical Officer in the FSPO, the successful candidate should have:
• An ability to prioritise and effectively manage workload as well as being organised and flexible;
• Excellent communication skills, including written communication skills, with an ability to present written material in a clear, concise manner;
• An ability to provide excellent customer service to both internal and external customers;
• Excellent interpersonal skills, including an ability to deal sensitively with others and to maintain confidentiality and protect personal data;
• An adherence to high standards, including demonstrating excellent attention to detail;
• An ability to adhere to, comply with and ensure adherence to processes and procedures;
• A commitment to the FSPO’s values and demonstrated high standards of personal integrity;
. ICT literacy including Microsoft suite familiarity;
• Willing to share ideas and information with people, with the purpose of achieving a particular result;
• An ability to work on their own initiative and as part of a team;
• A commitment to the delivery of quality public service.
Essential Requirements
Eligible applicants, on the closing date for the competition, must have the following:
Essential Qualifications
Candidates must, on or before 07 October 2024:
• Hold at least Grade D3 in 5 subjects in the Leaving Certificate Examination or equivalent or have passed an examination at the appropriate level within the QQI qualifications framework
OR
• Be serving as a Civil/Public Servant with at least two years’ service.
Required experience, knowledge and skills
Candidates must, on or before 07 October 2024, meet the below criteria:
• Have a minimum of one year’s relevant administrative experience
• Experience in dealing with the public over the phone and face-to-face
• Demonstrate strong written communication skills, as evidenced by their application
• Demonstrate strong attention to detail, as evidenced by their application
• Fulfil eligibility requirements (see below)
• Demonstrate the competencies required (see below)
Competencies required:
Candidates must demonstrate, by reference to specific achievements in their career to date, that they possess the qualities, skills and knowledge required for the role of Clerical Officer as identified by the Public Appointments Service Clerical Officer level competency framework set out in Appendix 1, and as listed below:
• Teamwork
. Information Management and Processing
• Delivery of Results
• Customer Service & Communication Skills
• Specialist Knowledge, Expertise and Self Development
• Drive and Commitment to Public Service Values
Desirable Requirements:
In addition to the above essential requirements, it is desirable that candidates for the post of Clerical Officer would have some or all of the following:
• Some knowledge or experience of consumer protection or complaints handling in a statutory body or financial services and/or pensions;
• Relevant third level qualification;
• Proficiency in the Irish language.
Shortlisting will be based on the information provided in the application form, and thereafter an assessment in advance of invitations to interviews. An invitation to tests, interview or any element of the selection process is not acceptance of eligibility. Eligibility may not be confirmed until the final stage of the process, therefore, candidates who do not possess the essential requirements, on the closing date of 07 October 2024 and who nevertheless proceed with their application, are putting themselves to unnecessary effort/expense and will not be offered a position from this campaign. Candidates who are unable to show that they hold the qualifications outlined in their application may be eliminated from the campaign at any stage.
Other Eligibility Criteria Eligibility to compete and certain restrictions on eligibility:
Candidates must, by the date of any job offer, be:
(a) A citizen of the European Economic Area (EEA). The EEA consists of the Member States of the European Union, Iceland, Liechtenstein and Norway; or
(b) A citizen of the United Kingdom (UK); or
(c) A citizen of Switzerland pursuant to the agreement between the EU and Switzerland on the free movement of persons; or
(d) A non-EEA citizen who has a stamp 4 visa: or
(e) A person awarded international protection under the International Protection Act 2015, or a family member entitled to remain in the State as a result of family reunification and has a stamp 4 visa or
(f) A non-EEA citizen who is a parent of a dependent child who is a citizen of, and resident in, an EEA member state or the UK or Switzerland and has a stamp 4 visa.
Bachelors Degree
