Contact Hub Executive

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 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. 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 28th August 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).