Facilities Support Officer

Job description

Job Title: Support Officer (Temporary)

Job Type: Full-Time (Temporary Contract)

Location: Nationwide (Ireland)

Rate of Pay: €17.50 to €18.50 per hour

Role Purpose

The Support Officer will contribute to the delivery of high-quality services within a national support programme focused on community wellbeing. This role involves engaging with a wide range of stakeholders, including service users, partner organisations, government departments, and internal teams.

The successful candidate will ensure consistent, professional communication, support programme administration, and help maintain compliance with relevant policies and procedures while delivering a high standard of customer service.

Key Responsibilities

1. Customer Support

• Deliver high-quality customer service in line with defined service standards and performance metrics.

• Manage incoming phone calls, emails, and general enquiries; escalate complex issues when required.

• Maintain and manage shared inboxes, ensuring timely and accurate responses.

• Provide guidance and support to stakeholders on programme processes, reporting requirements, and applications.

• Assist in organising and supporting events such as training sessions, seminars, and stakeholder meetings.

• Prepare and issue programme-related documentation including approvals, contracts, and correspondence.

• Review submitted information to ensure compliance with programme rules and guidelines.

2. Administration & Operational Support

• Process applications (both online and paper-based), including tracking, validation, and follow-ups.

• Maintain accurate records across internal systems, including CRM platforms and reporting tools.

• Support data entry, updates, and quality checks to ensure integrity and completeness of information.

• Assist with reporting activities, including trackers, dashboards, and performance metrics.

• Contribute to system updates, testing (UAT), and continuous improvement initiatives.

• Maintain and update internal documentation, procedures, and website/portal content.

• Coordinate communications such as newsletters, mail-outs, and stakeholder updates.

• Support issue resolution related to system access or operational processes.

• Organise meetings, prepare agendas, record minutes, and track follow-up actions.

3. Team Support

• Collaborate closely with team members to ensure timely resolution of queries and tasks.

• Provide updates on workload and process status to relevant stakeholders.

• Offer support and guidance to colleagues where needed.

• Contribute to knowledge-sharing and development of standardised responses and best practices.

• Assist other teams or programmes as required based on organisational needs.

4. Service Excellence

• Apply appropriate tools and processes to meet and exceed service expectations.

• Demonstrate flexibility and adaptability in response to changing operational requirements.

• Participate in training and development opportunities.

• Take ownership of individual performance against defined quality standards.

• Identify opportunities to improve processes, efficiency, and customer experience.

Required Experience & Skills

• Minimum 1 year of experience in an administrative or customer service role.

• Strong organisational and time management skills.

• Proficiency in Microsoft Office (Word, Excel, Outlook) and familiarity with databases or CRM systems.

• Excellent communication and interpersonal skills with the ability to build relationships across teams and stakeholders.

• Attention to detail and ability to work within structured processes and compliance frameworks.

• Experience or understanding of the community, voluntary, or public sector is desirable.

Additional Information

This is a temporary position supporting a nationally delivered programme. The role offers an opportunity to gain experience in a structured, service-focused environment with a strong emphasis on stakeholder engagement and operational excellence.