Job Title: Head Of Contact Hub
Location: FAI HQ, Abbottstown, Dublin
Direct Reporting Line: Director of Facilities, Infrastructure & Technology
Commencement Date: TBC
Duration: Permanent / Full Time
Work Model: Hybrid
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.
Purpose of the Role
The Head of Contact Hub is responsible for designing, implementing, and leading the FAI's centralised customer contact hub, ensuring a consistent, high-quality experience for all stakeholders in line with our Customer Charter. This role exists to ensure that every interaction with the Association, across clubs, volunteers, players, parents, coaches, match officials, fans, partners, and the public, is managed professionally, efficiently, and with a strong customer-first mindset.
Key Responsibilities
* Establish, lead, and develop the FAI's central Contact Hub as the single front door for all stakeholder queries, requests and support.
* Ensure delivery of a consistently high-quality customer experience aligned with the FAI's Customer Charter and organisational values.
* Design and implement Contact Hub processes, service-level standards, performance metrics, and operating procedures.
* Manage daily Contact Hub operations including budgets, all contact channels, case management platforms and escalation pathways.
* Develop and oversee service performance dashboards and reporting for Executive Leadership, ensuring visibility on volumes, trends, risks and opportunities.
* Lead and coach a high-performing team of customer experience professionals, setting clear expectations, goals and development plans.
* Collaborate with departments across the FAI—including Competitions, Grassroots, Coach Education, Refereeing, Safeguarding, League of Ireland, and Communications to ensure seamless information flow and issue resolution.
* Drive continuous improvement initiatives based on data insights, customer feedback and emerging stakeholder needs.
* Maintain and update the Customer Charter and support its implementation across the organisation.
* Oversee knowledge management, ensuring up-to-date FAQs, scripts, workflows and self-service content.
* Ensure compliance with GDPR, safeguarding requirements and data-handling standards.
* Identify opportunities to enhance the digital customer experience, including automation, CRM integration and online support tools.
Person Specification
* A passionate customer experience leader with a strong commitment to service excellence.
* Exceptional communicator with the ability to engage, influence and build trusted relationships across diverse stakeholder groups.
* Highly organised, solutions-focused and comfortable working in a fast-paced, multi-channel environment.
* A positive, empathetic leader who inspires confidence and motivates teams.
* Professional, resilient and able to handle sensitive or complex stakeholder issues with care.
Experience and Qualifications
Essential:
* Experience in customer service, customer experience, service operations or contact center management.
* Proven track record in leading multi-channel customer service or contact hub teams.
* Experience designing and implementing service standards, SLAs and customer experience frameworks.
* Strong analytical capability with experience using CRM, case management or service desk systems.
* Excellent written and verbal communication skills.
Desirable:
* Experience in sport, non-profit, public service or membership organisations.
* Experience with Salesforce or other CRM platforms relevant to FAI operations.
* Qualifications in customer experience, service design, contact centre management or related fields.
Skills & Professional Knowledge
* Strong knowledge of customer experience methodologies and best practices.
* High level of proficiency in contact centre operations, workflows and service technologies.
* Ability to analyse data, identify trends and drive improvement initiatives.
* Skilled in people management, coaching and developing high-performing teams.
* Excellent problem-solving, prioritisation and conflict resolution skills.
* Strong change leadership and organisational influencing skills.
* Strong understanding of GDPR and data protection compliance.
Competencies
Core Competencies:
1. Innovation & Continuous Improvement (Progress)
Thinks creatively and with an open mind to identify new opportunities for growth and improvement. Embraces change positively and contributes to building a better future for Irish football.
2. Drive & Commitment (Passion)
Demonstrates energy, enthusiasm, and pride in everything they do. Takes initiative, delivers results, and strives to make a meaningful impact on the game and the organisation.
3. Collaboration & Teamwork (Togetherness)
Works effectively and respectfully with others to achieve shared goals. Supports, challenges, and motivates colleagues to perform at their best, recognising that success is achieved together.
4. Communication & Influence (Togetherness / Passion)
Communicates clearly, openly, and respectfully with colleagues and stakeholders. Builds positive relationships, inspires trust, and represents the FAI with professionalism and integrity.
5. Accountability & Professional Excellence (Progress / Passion)
Takes ownership of performance and upholds high standards in all tasks. Acts responsibly, follows through on commitments, and contributes to the FAI's vision of continuous progress and excellence.
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
Application Details
Closing date for receipt of applications is close of business on 17th December 2025.
Shortlisting and interviewing process will take place thereafter.
The Football Association of Ireland is an equal opportunities employer and promotes Equity, Diversity & Inclusion (ED&I).