Support Officer

Job description

Support Officer

Job Type: Temporary, Full-Time
Salary: €32,844 to €34,194

About the Role

Orange Recruitment is seeking a motivated and customer-focused individual to join a team as a Support Officer. In this role, you’ll provide exceptional support to applicants and service providers throughout the application process for early years funding programmes. You’ll be part of a dedicated team committed to enhancing the quality and accessibility of early learning and care services across Ireland.

Required Experience

• Previous experience in a similar role, ideally in a call centre or customer service environment.
• Excellent organisational and time-management skills.
• Proven ability to manage workload and prioritise effectively.
• Proficiency in Microsoft Office (Word, Excel, Outlook), with experience using SharePoint.
• Strong customer service orientation with excellent interpersonal skills.
• Understanding of the community, voluntary, or public sector.

Desirable Experience

• Knowledge of the Early Learning and Care sector.
• Experience working with or supporting communities experiencing social and economic disadvantage.

Qualifications

• A minimum QQI Level 5 certificate in Early Learning and Care is desirable.

Key Responsibilities

Customer Support

• Deliver high-quality customer service, meeting defined performance metrics and our Customer Charter standards.
• Process funding applications efficiently, within agreed Service Level Agreements (SLAs).
• Guide and support applicants through the application process.
• Identify areas for improvement in service delivery and suggest operational enhancements.

Administration & Operations Support

• Manage applications and customer engagement through phone and case management systems, meeting Key Performance Indicators (KPIs).
• Respond to internal and external queries promptly and professionally.
• Collaborate with Better Start staff to ensure efficient workflows.
• Monitor and report on risks, and carry out follow-up tasks.
• Maintain accurate data records across all platforms, including the Early Years Platform (EYP).
• Adhere to all policies and procedures, contributing to their improvement where relevant.

Team Support

• Participate in daily team communications to resolve queries efficiently.
• Update coordinators on the status of applications and key tasks.
• Provide assistance and guidance on complex or sensitive queries to colleagues.

Service Excellence

• Use appropriate systems and communication tools to exceed customer expectations.
• Share standardised solutions to support team learning and consistency.
• Demonstrate flexibility and adaptability in a dynamic service environment.
• Engage in continuous professional development and training opportunities.
• Commit to quality assurance measures and personal performance standards.
• Carry out additional duties relevant to the role as assigned.