Contact Hub Executive

Football Association of Ireland

Dublin

On-site

EUR 32,000 - 42,000

Full time

9 days ago

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Benefits offered by this job

Two premium level tickets to each home

Sick pay scheme

Family friendly leave

Pension

Life assurance

Bike to work scheme

Free onsite parking

Employee assistance programs

Hybrid working arrangements

Discounted access to National Aquatic

And more....

Job summary

The Football Association of Ireland (FAI) is seeking a proactive Contact Hub Executive to support daily hub operations across multi-channel inquiries. You will record, track and resolve tickets while assisting users with FAI Connect and guiding them through online services.

Hybrid role with 3 days onsite at HQ Abbottstown, Dublin, and 2 days remote, including occasional after-hours coverage to meet stakeholder needs.

Qualifications

Experience in an administrative support role with customer service exposure.
Experience with CRM or case management systems.
Experience creating knowledge base or FAQ-style documentation.
Experience supporting people with different learning styles.
Strong written and verbal communication skills.
Understanding of GDPR and data handling standards.
Experience working with SOPs and internal policies.

Responsibilities

Provide high-quality administrative and structured case management across all Contact Hub channels.
Manage and respond to stakeholder queries via phone, email, and digital platforms per service standards.
Provide first-line support for FAI Connect, including account queries and basic system guidance.
Escalate complex issues to appropriate teams per workflows.
Support creation and maintenance of knowledge bases and FAQs.
Monitor case queues and prioritize work to meet SLA targets.
Ensure GDPR-compliant handling of stakeholder data and accurate records.
Provide support outside standard hours, including evenings and weekends as required.

Skills

Customer service

CRM systems

Knowledge base creation

GDPR/data handling

SOPs

Written and verbal communication

Tools

Salesforce

Job description

Job Title:Contact Hub Executive

Location:HQ Abbottstown, Dublin

Direct Reporting Line:Head of Customer and Contact Experience

Commencement Date:Mid-October

Duration:Permanent

Work Model:Hybrid - 3 Days onsite / 2 Days remote a week plus provide support outside standard business hours, including scheduled evening and weekend work, as required to meet stakeholder service needs.

Introduction

The Football Association of Ireland (FAI) is the national governing body for football in Ireland, driving the growth, promotion, and development of the game at all levels. We are passionate about inspiring participation, supporting talent, and celebrating the power of football to unite communities across the country. With a proud history and an ambitious vision for the future, the FAI is committed to fostering excellence on and off the pitch, ensuring the game is inclusive, accessible, and a source of national pride.

The Purpose of the Role

The Contact Hub Executive plays a key role in supporting the daily operations of the FAI Contact Hub, ensuring stakeholder queries are managed efficiently, accurately and in line with service standards.

This role exists to provide high-quality administrative and case management support across all contact channels, ensuring every interaction is recorded, tracked and resolved professionally. In addition to answering tickets created via email or assigned via our CRM, the role will also provide first-line support for FAI Connect, assisting users with system queries, helping to drive adoption and ensure a positive digital user experience across the football community.

Key Responsibilities

Provide high-quality administrative and structured case management support across all Contact Hub channels.
Manage and respond to stakeholder queries across phone, email and digital platforms in line with agreed service standards.
Provide first-line support for FAI Connect, including account queries, user access issues and basic system guidance.
Escalate complex Contact Hub or FAI Connect issues to the appropriate teams in line with defined workflows.
Support with the creation, maintenance and continuous improvement of user-facing knowledge bases, FAQs and internal guidance documentation.
Monitor case queues and prioritise work as appropriate to ensure timely resolution and SLA compliance.
Ensure GDPR-compliant handling of stakeholder data and accurate system record-keeping.
Provide support outside standard business hours, including scheduled evening and weekend work, as required to meet stakeholder service needs.

The Person

A proactive and detail-oriented administrator with a strong customer service mindset.
Comfortable supporting digital systems and guiding users through online platforms.
Calm, professional and empathetic when handling a wide range of customer queries.
Highly organised with the ability to manage multiple cases and competing priorities.

Experience and Qualifications

Essential

Experience in an administrative support role with at least 1 year of experience in a customer service, customer-facing or contact centre environment.
Experience working with CRM, service desk or case management systems.
Experience creating and maintaining knowledge base/FAQ-style documentation.
Experience supporting people with different learning styles.
Strong written and verbal communication skills.
Understanding of GDPR and data handling standards.
Experience working with SOPs and internal policies.

Desirable

Experience supporting digital platforms, membership systems or online portals.
Experience within sport, membership organisations or public-facing environments.
Familiarity with FAI Connect, Salesforce or similar platforms.

Skills & Professional Knowledge