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Irish League of Credit Unions (ILCU)

ILCU Service Supervisor



Reporting To 
Head of Professional Advisory Services 
Job Location 
Dublin (Hybrid)
Type of Position 
Full-Time


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, dedicated to supporting and empowering credit unions to serve their communities effectively. Representing over 240 credit unions, the ILCU is committed to advancing the cooperative ethos of credit unions and ensuring they are well-equipped to meet the financial needs of their members.
 
As part of its mission, the ILCU provides a range of essential support services to credit unions, including:

Compliance Services: Supporting credit unions in meeting regulatory requirements through Compliance Connect, offering guidance, resources, and forums for compliance discussions.
HR Advisory Services: Delivering HR guidance and support, with a focus on strategic workforce solutions for credit unions.
Learning & Development (L&D): Offering a comprehensive range of training and development programs, tailored to meet the unique needs of credit union professionals, including both in-person and online training.
Brand & Member Experience (BMX): Engaging with credit unions to enhance brand identity, marketing strategies, and member engagement.
Insurance Services: Offering bespoke Insurance offerings to Credit Unions.
 
The ILCU is dedicated to ensuring that these services are impactful, sustainable, and aligned with the needs of its members, allowing credit unions to grow and thrive within their communities. This role as ILCU Service Supervisor is instrumental in driving the internal efficiency of these services, facilitating seamless support and effective communication across service lines.
 

Job Purpose 

Reporting to the Head of Professional Advisory Services, in this role you will be responsible for overseeing the management of all inbound service queries, triages requests, tickets, and directing Credit Unions to our relevant resources. The role also ensures the seamless operation of the ILCU’s member communication channels, ticketing, and CRM systems, maintaining high service levels across the organisation. This is a critical role within the ongoing strategic transformation where you will play a critical role in our future success.

 

Key Responsibilities

  • Working with the Head of PAS you will design and build our service framework, setting triage protocols, managing ticketing workflows, and ensuring consistent query handling standards.
  • Performance Monitoring: Track and report on performance metrics such as query resolution times, ticket volume, and customer satisfaction. Provide monthly insights and recommendations to the Head of Professional Advisory Services.
  • Cross-Departmental Collaboration: Facilitate effective communication and resolution of queries across all ILCU pillars and service areas, ensuring cohesive support for Credit Unions.
  • Service Channel Supervision: Oversee daily operations of communication channels (phone, email, ticketing) to ensure prompt, efficient support for affiliate Credit Unions.
  • Ticketing System & CRM Management: Maintain and optimise the ticketing and CRM systems (knowledge of Microsoft Dynamics is an advantage) to support effective affiliate relations and query resolution.
  • Continuous Improvement: Foster a collaborative team culture, drive continuous improvement, and empower the Knowledge Team to proactively address and resolve queries.
 

Requirements

 
Education
  •  Bachelor’s degree in Business, Management, or a related field.
 
Experience
  • Minimum of 3 years in customer or member services management, preferably within a financial institution or professional services environment.
  • Experience with CRM and ticketing systems is essential.
Skills
  • Strong leadership, supervisory, and interpersonal skills.
  • Proficiency in CRM and ticketing software (Microsoft Dynamics experience preferred).
  • Excellent analytical and problem-solving abilities.
  • Ability to manage multiple priorities and navigate complex operational challenges.
  • Strong organisational and time-management skills.
Values
  • Deep understanding of the credit union ethos, commitment to service excellence for our credit unions, and an innovative approach to continuous improvement.
 

 Benefits 

  • Competitive salary package 
  • Pension plan
  • Health insurance
  • Professional development opportunities
  • A dynamic and supportive workplace at the heart of the credit union sector
 

 Application Process

 

To apply for this role please submit your CV and cover letter detailing your suitability and interest in the role using the application link below.
https://irish-league-of-credit-unions.hirehive.com/member-service-supervisor-dublin-467lG4C
 
Closing date for applications: 5pm, 3rd December 2024
 

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 members we serve.