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Member Services Coordinator

1 month ago

Dublin, Dublin City, Ireland Irish League Of Credit Unions Full time
The Irish League of Credit Unions (ILCU)

(Frontline Support & Service Channel Lead)

Location: Dublin (Hybrid)
Reporting to: Head of Internal Operations
Type: Fulltime

About the Irish League of Credit Unions (ILCU)

The Irish League of Credit Unions (ILCU) is the leading representative body for credit unions across Ireland. Representing over 240 credit unions, the ILCU supports credit unions with a wide range of professional services including compliance, legal, HR, training, and member engagement. Our goal is to empower credit unions to grow and thrive in their communities.
This Member Services Coordinator role is a key part of that mission—ensuring that every query, phone call, and request from credit unions receives a prompt, helpful, and professional response.

Role Purpose

This is a frontline role responsible for managing and responding to incoming service queries—primarily by phone and email—and ensuring they are resolved quickly or directed to the right internal team or resource. You will also manage our member service inboxes and help oversee ticketing activity, ensuring a consistent, high-quality service experience for all credit union affiliates.
In addition, you'll supervise a junior administrative staff member and be responsible for monitoring key service performance metrics such as query resolution times and ticket volumes.

Key Responsibilities
  • Be the first point of contact for all phone calls and inbound service emails from credit unions
  • Answer general queries directly where possible and provide guidance on accessing information and services
  • Escalate more complex issues to the relevant team or service area
Triage & Ticketing
  • Monitor inbound service channels (phone, email, CRM)
  • Ensure that queries are logged and tracked using our ticketing system
  • Direct queries to the appropriate service areas with clear notes and context
Team Support & Supervision
  • Supervise a junior administrative team member to ensure consistent handling of routine queries and admin tasks
  • Provide guidance and training as needed to ensure smooth day-to-day service delivery
Service Reporting
  • Track key service metrics (e.g. query volume, resolution time)
  • Prepare and share monthly reports with the Head of Internal Operations
CRM & Knowledge Management
  • Use our CRM system (Microsoft Dynamics) to log and manage queries efficiently
  • Contribute to the continuous improvement of triage workflows and service processes
Experience and SkillsExperience
  • At least 3 years' experience in a frontline service or reception-based role, ideally in a financial services or professional services setting
  • Experience using a CRM or ticketing system (Microsoft Dynamics experience is a plus)
Skills & Attributes
  • Warm, professional, and service-focused phone manner
  • Ability to remain calm and helpful under pressure
  • Organised, detail-oriented, and efficient in managing time and tasks
  • Clear communicator—both verbally and in writing
  • Comfortable supervising junior staff and supporting a positive team culture
  • A strong appreciation of the credit union ethos
  • A genuine commitment to helping others and improving service quality

To apply for this role please submit your CV and cover letter detailing yoursuitability and interest in the role using the application link below:
https://irish-league-of-credit-unions.hirehive.com/member-services-coordinator-dublin-u9lGcf?source=https%3A%2F%2Fwww.creditunion.ie%2Fcareers%2Fjob-opportunities%2F

The ILCU is committed to attracting, recruiting, and retaining individuals with diverse backgrounds, skills, and competencies. We cultivate a culture of inclusion for all employees that respects their individual strengths, views, and experiences to enhance the service we provide to the credit unions we serve.

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