Membership Advisor Role

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) is the leading Trade Union representing staff in the Financial Services, Fintech, and Tech sectors. We support employees of retail banks, global financial services organisations, technology and FinTech organisations.

The FSU Advice Centre is a targeted and strategic advice and support platform designed to respond to the needs, aspirations and requirements of potential members in the wider financial services sector.

The advice centre provides expert advice and support to members and potential members in the ever-expanding financial services sector.

It is proactive in reaching out to potential members and providing expert advice and support through a wide variety of mechanisms to existing members.

The Advice Centre has a dedicated team whose role is to deliver on the stated purpose, vision and ambition.

We now have an opening on that team.

Reports to:

Head of Communication and Public Affairs

Main duties and responsibilities:

• Respond to requests for information and advice;
• Act as the primary point of contact to resolve queries
• Represent members where necessary from the first call to the Workplace Relations Commission and the Labour Court
• Accurately monitor, manage, and log all enquiries to ensure all enquiries are dealt with and to ensure a precise audit trail for reporting purposes.
• Create and update membership records to provide accurate information for statistical and reference purposes;
• Actively look to convert non-members into membership
• Refer callers to other staff or departments in accordance with agreed protocols and standards.
• Use professional knowledge and skills to prepare information for FSU where required.
• Take professional responsibility for information and advice within agreed boundaries;
• Work with staff across the organisation and ensure information and advice used within the service is accurate, complete and up to date;
• Respond to and anticipate trends and changes in information to maintain a responsive service;
• Play a full role in developing and running the service as an active team member and fulfil other relevant duties;
• Actively review and develop professional skills and competencies;
• Work flexibly within the role to meet the operational needs of FSU; and
• Maintain a commitment to the union’s mission statement and standards of excellence

Essential Capabilities:

• Knowledge, research and delivery of employment advice
• Working knowledge of IR Institutions
• Logical advice on grievance & Disciplinary processes & procedures
• Understanding of issues affecting people in their workplace
• Demonstrable diplomacy, sensitivity and presence
• Experience of communicating and liaising with people at all levels
• Telephone and call handling skills
• Ability to work on own initiative
• Commitment to continual personal development
• Proficiency at problem solving and decision making
• Ability to manage high workload levels by multi-tasking
• Ability to listen actively and with empathy
• Ability to communicate effectively using the telephone and internet
• Ability to communicate logically and coherently
• Ability to interpret and analyse complex information
• Fluent use of Microsoft Windows and Office, particularly Word, Excel and Outlook
• Experience of using Internet software
• Ability to undertake literature searches using databases and other information sources

Further information

31/32 Parnell Square
Dublin 1
Ireland
Tel: [phone]
Fax: [phone]
Email: [e-mail]