Membership & Advice Specialist

Irish Congress Of Trade Unions; Dublin; Hybrid; EUR 32,000 - 52,000; Full time

Job summary

The Financial Services Union (FSU) in Dublin is seeking an Advice Centre team member to respond to information requests, provide expert advice, and support members through the early stages of workplace issues. You will maintain membership records, convert non-members, refer callers to appropriate staff, and help ensure an accurate audit trail and up-to-date information across the service.

The role reports to the Head of Communication and Public Affairs and requires strong communication,

Qualifications

• Knowledge, research and delivery of employment advice.
• Working knowledge of IR Institutions.
• Logical advice on grievance and disciplinary processes.
• Understanding of issues affecting people in their workplace.
• Diplomacy, sensitivity and presence.
• Experience communicating with people at all levels.
• Telephone and call handling skills.
• Ability to work on own initiative.
• Commitment to continual personal development.
• Problem solving and decision making.
• Ability to multi-task under high workload.
• Active listening and empathy.
• Effective communication via telephone and internet.
• Clear and coherent written communication.
• Ability to interpret and analyse complex information.

Responsibilities

• Respond to requests for information and advice.
• Act as the primary point of contact to resolve queries.
• Represent members through the Workplace Relations Commission and Labour Court as required.
• Monitor, manage and log enquiries for accurate audit trails.
• Create and update membership records for statistics and reference.
• Convert non-members into membership.
• Refer callers to other staff per agreed protocols.
• Prepare information for FSU using professional knowledge.
• Take professional responsibility for information within agreed boundaries.
• Collaborate with staff across the organisation to keep information accurate and up-to-date.
• Respond to trends and changes to maintain a responsive service.
• Contribute to developing and running the service as an active team member.
• Review and develop professional skills and competencies.
• Work flexibly to meet operational needs.
• Uphold the union’s mission statement and standards of excellence.

Skills

Employment advice knowledge

IR institutions knowledge

Grievance & disciplinary processes

Workplace issues understanding

Diplomacy & presence

Communication across levels

Telephone handling

Multi-tasking

Active listening

Microsoft Office proficiency

Tools

Microsoft Office

Internet software

Job description

The Financial Services Union (FSU) in Dublin is seeking an Advice Centre team member to respond to information requests, provide expert advice, and support members through the early stages of workplace issues. You will maintain membership records, convert non-members, refer callers to appropriate staff, and help ensure an accurate audit trail and up-to-date information across the service.

The role reports to the Head of Communication and Public Affairs and requires strong communication,