UX & CRM Operations Officer

Coimisiún na Meán; Dublin; Hybrid; EUR 42,000 - 56,000; Full time

Benefits offered by this job

Hybrid work policy

23 days annual leave

Pension scheme

Learning & development opportunities

Job summary

Coimisiún na Meán in Dublin, Ireland seeks a User Experience Officer on a full-time, specified purpose contract to support the User Experience team. The role focuses on daily CRM management, data accuracy, and smooth workflows across user support activities, including overseeing shared inboxes and guiding outsourced agents.

You will maintain and improve knowledge bases, update templates, and help prepare reports and presentations for internal stakeholders, ensuring timely, accurate responses and

Qualifications

• Operational knowledge of contact centre environments.
• Experience managing queries in a busy operational environment.
• Ability to work in a small, flexible team.
• Ability to assess complex or sensitive queries and escalate when needed.
• Experience developing and updating response templates or guidance materials.
• Experience reviewing and improving operational processes and procedures.
• Experience in regulated/compliance environments.

Responsibilities

• Support day-to-day activities of the User Support Team.
• Manage emails from outsourced service provider’s agents; provide guidance on responses.
• Support agents by updating knowledge articles and templates; update processes to improve service.
• Identify consumer trends and prepare PowerPoint presentations for internal and external meetings.
• Engage with internal stakeholders to obtain up-to-date information for responses.

Skills

Contact centre knowledge

Query management

Templates & guidance

Process improvement

Stakeholder engagement

MS Office & Dynamics CRM

Education

Third level qualification in business/marketing/communications

Tools

Microsoft Word

Excel

Teams

Outlook

Dynamics CRM

Job description

Coimisiún na Meán in Dublin, Ireland seeks a User Experience Officer on a full-time, specified purpose contract to support the User Experience team. The role focuses on daily CRM management, data accuracy, and smooth workflows across user support activities, including overseeing shared inboxes and guiding outsourced agents.

You will maintain and improve knowledge bases, update templates, and help prepare reports and presentations for internal stakeholders, ensuring timely, accurate responses and