Contact Hub Executive

Job Title:                                       Contact Hub Executive               

Location:                                       HQ Abbottstown, Dublin

Direct Reporting Line:                  Director of Football Infrastructure, Facilities & Technology

Commencement Date:                 End of April   

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. 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 the maintenance and continuous improvement of knowledge bases, FAQs and internal guidance documentation.
• Monitor case queues 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 a customer service, contact centre or administrative support role.
• Experience working with CRM, service desk or case management systems.
• Strong written and verbal communication skills.

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.
• Understanding of GDPR and data handling standards.

Skills & Professional Knowledge

• Strong administrative and structured case management capability.
• Digital literacy and confidence supporting online systems.
• Attention to detail and data accuracy.
• Ability to follow defined processes and service workflows.

Competencies for Role:

• Customer Focus (Passion / Togetherness)
  Demonstrates a strong commitment to delivering a professional, responsive and empathetic service to all stakeholders. Approaches each interaction with care and respect, ensuring queries are handled accurately, efficiently and in line with agreed service standards.
• Communication & Interpersonal Skills (Togetherness / Passion)
  Communicates clearly, professionally and courteously across phone, email and digital channels. Builds positive working relationships with colleagues and stakeholders, ensuring information is conveyed accurately and sensitively where required.
• Organisation & Time Management (Progress)
  Manages multiple cases and priorities in a structured and disciplined manner. Maintains accurate records, meets service-level expectations and ensures tasks are completed thoroughly and on time.
• Team Collaboration (Togetherness)
  Works effectively and respectfully as part of the Contact Hub team and wider organisation. Shares knowledge, supports colleagues and contributes positively to a culture of shared accountability and continuous improvement.
  

Our Benefits

We are proud of the range of benefits we can provide:

• Two premium level tickets to each home international game
• Sick pay scheme and family friendly leave
• Opportunities to work at international matches
• Company pension
• Life assurance
• Bike to work scheme
• Free onsite parking
• Employee assistance programs
• Hybrid working arrangements and flexible hours working arrangements
• Discounted access to the National Aquatic Centre and gym complex
• And more....

 

Application Details

Closing date for receipt of applications is close of business on Friday 10th April 2026.
Shortlisting and interviewing process will take place thereafter.

The Football Association of Ireland is an equal opportunities employer and promotes Diversity, Equity & Inclusion (DE&I).