Customer service | Team leader | Healthcare/social | Call Center
Staffline Recruitment Ireland
Job description
Job Title: Information Support Officer (ISO) Team Leader
About the Organisation
Our client is a large, national voluntary organisation working to address poverty, social exclusion, and inequality across Ireland.
With a strong community presence and a wide network of volunteers and professional staff, the organisation delivers frontline supports, advocacy and practical assistance to individuals and families in need.
The organisation is values-led and committed to dignity, respect, safeguarding, and social justice. It works within a structured governance framework and adheres to best practice in safeguarding, data protection, and service delivery standards.
Role Purpose
The Information Support Officer (ISO) Team Leader will lead and develop a regional Information Support function, managing both staff and volunteers.
Reporting to the Regional Coordinator, the role has responsibility for:
- Day-to-day operational management of the Information Support service
- Direct line management of the ISO team (Call Centre)
- Service quality, customer care standards, and performance monitoring
- Ensuring effective handling and referral of assistance requests
This is a hands-on leadership role requiring strong operational oversight, stakeholder engagement, and service coordination capability.
Key Responsibilities
- Service & Operational Management
- Oversee the daily operation of the Information Support function
- Lead, motivate and manage a team of staff and volunteers
- Ensure service delivery targets and customer service standards are met
- Monitor workflows and manage service capacity during peak demand
- Team Leadership & Performance Management
- Allocate work and manage team rotas
- Conduct one-to-one meetings, performance reviews, and team briefings
- Support underperformance through coaching and development planning
- Identify training needs and oversee team development
- Assist with recruitment and onboarding of new team members
- Ensure HR policies and procedures are implemented effectively
- Client Engagement & Case Management
- Oversee the intake and processing of assistance requests
- Ensure accurate data entry into CRM systems
- Escalate emergency or complex cases as required
- Support resolution of complaints, feedback, and complex client queries
- Build and maintain regional referral networks with partner organisations
- Contribute to social justice and advocacy initiatives aligned with organisational mission
- Quality Assurance & Information Systems
- Utilise ICT and CRM systems to optimise service delivery and reporting
- Monitor performance metrics and identify process improvements
- Support implementation of new systems, policies and service enhancements
- Liaise with ICT teams regarding system performance and development
- Reporting & Data Management
- Produce weekly, monthly and ad hoc reports
- Maintain accurate and complete client records
- Prepare and submit regional data to central reporting structures
- Lead or contribute to projects as assigned
- Data Protection & Safeguarding
- Ensure compliance with data protection legislation and internal policies
- Maintain accuracy and integrity of CRM data
- Act as regional safeguarding lead in line with Children First legislation
- Respond appropriately to safeguarding concerns in accordance with policy
- Additional Responsibilities
- Act as point of contact in the absence of the Regional Coordinator
- Undertake additional duties appropriate to the role as required
Key Challenges
- Operating within a large, membership-based national organisation with local autonomy
- Influencing stakeholders across staff and volunteer structures
- Managing complex service demand within resource constraints
Candidate Profile
Education & Experience
Essential:
- Third-level qualification (Level 7 minimum) in Management, Leadership, Social Care or related discipline
or
3-5 years' experience in an information support, call centre, or comparable voluntary/community sector environment - Minimum 2 years' management/leadership experience
- Experience supervising staff and managing performance
- Frontline leadership in a client-facing service environment
- Experience with CRM systems
- Strong reporting and data analysis capability
- Experience managing operational workflows
Desirable:
- Safeguarding/Designated Liaison Person (DLP) experience
- Information systems development exposure
- Experience contributing to social policy initiatives
Knowledge & Skills
- Strong understanding of service delivery in the voluntary/community sector
- Excellent organisational and time management skills
- Ability to problem solve and manage complex situations calmly
- Strong delegation and decision-making capability
- Excellent written and verbal communication skills
- Ability to support and guide staff in high-demand environments
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