Relief Information Support Officer

Purpose of the Role

The primary purpose of the role is to provide cover for leave, absence, and peak periods for the Regional Office team by acting as a point of contact for service users. Individuals contacting the Society by telephone, email, letter, or in person seeking assistance or information are directed to the appropriate Conference. The role also ensures that those approaching the Society for help are treated with dignity and respect in accordance with quality visitation guidelines.

Guidance and Authority

The post holder is expected to operate with considerable autonomy, referring matters to their line manager when significant resistance is encountered in implementing good practices or policies, when actions may place stakeholders such as children, vulnerable adults, scheme participants, volunteers, or the Society's reputation at risk, or when decisions could substantially impact the workload of others.

Principal Accountabilities

The role holder will be responsible for:

General Reception & Administrative Duties

• Maintain knowledge of SVP principles and policies.

• Adhere to existing procedures and ensure a professional front office appearance.

• Manage incoming assistance calls and accurately record information in the database.

• Coordinate office supply purchasing (stationery, cleaning, etc.) and manage the purchase order system.

• Assist with bulk mailings and maintain an incident log.

• Provide administrative support (filing, photocopying, faxing).

• Help members access SVP publications and assist clients respectfully in person.

• Handle donations and issue receipts.

• Manage meeting room bookings and setup.

Assisting Those in Need

• Input detailed assistance requests into CRM.

• Forward requests to relevant Conferences.

• Make emergency and third-party calls as needed.

• Maintain contact lists of local support groups and charities.

Reporting & Statistics

• Keep a record of all callers.

• Compile and forward assistance data to the National Office.

• Prepare reports for the Regional Coordinator.

Data Protection

• Ensure all client data is recorded, stored, and distributed in line with SVP’s data protection policies.

CRM Database Management & Member Support

• Maintain accurate and complete CRM data, including correct client-conference assignment.

• Perform regular data cleansing.

• Unlock member accounts and set up new users on the CRM portal.

• Provide training and support to Conference members using the CRM system.

Voucher Management

• Maintain stock of Aldi, Lidl, Dunnes, and SuperValu vouchers.

• Process conference orders, deliveries, and invoices.

• Track orders, deliveries, and cheque receipts.

Membership Recruitment

• Advertise volunteer opportunities via external platforms.

• Collaborate with national communications for local online recruitment campaigns.

• Support Area Presidents with targeted recruitment initiatives.

• Develop recruitment toolkits and resources.

• Monitor recruitment effectiveness and gather feedback.

• Act as a point of contact for potential volunteers.

Other

• Carry out additional duties and projects as assigned.

Challenges

There are a number of challenges in this role, largely determined by the scale, complexity, voluntary nature, and high levels of local autonomy within the Society:

• Ensuring confidentiality at all times.

• Ensuring a friendly and supportive atmosphere at all times.

Other Information

This is a relief office-based position with no guaranteed hours. Your name will be placed on a panel of relief staff who may be offered work from time to time to cover annual leave, sick leave, or other unforeseen circumstances. Working hours will vary depending on the needs of the service, and there is no guarantee of regular work. You may be contacted to assess your availability when a need for casual work arises.

In addition to the duties and responsibilities listed above, the job holder may be required from time to time to perform other duties as deemed reasonable and necessary by the employer. The job holder may also be required to work or attend training or meetings at another location. As much notice as reasonably practicable will be given of any such requirement or change.

Employees are responsible for notifying their manager in writing of any statutory rest period or break to which they are entitled but were unable to avail of on a particular occasion, including the reason for not availing of such rest period or break, within one week.

Education, Experience, Knowledge and Skills Required

Qualifications

• Certificate in Office Administration and computer course is essential.

Experience

• One year’s experience handling a diverse range of callers (both in person and by telephone) is essential.

• Experience working within a busy information environment is desirable.

• At least two years’ experience providing varied administrative support in an office environment.

• In-depth knowledge of the geography of the Region (East Region: Dublin, Wicklow, Kildare).

Knowledge

• Knowledge of the Society and its mission and values.

• Understanding of the needs and issues of the poor and disadvantaged.

Skills

• Excellent organisational and administrative skills.

• Excellent typing skills, with the ability to manage calls while typing.

• Ability to work on own initiative and as part of a team.

• Excellent communication (written and verbal) and interpersonal skills.

• Ability to work well under pressure; resilient.

• Proficient in IT (MS Word, Excel, PowerPoint), with experience using a CRM database desirable.

• Ability to display empathy, patience, and a well-developed sense of humour.

• Flexible approach to work and responsibilities.

• Ability to maintain confidentiality.

Personal Attributes

• Honest and trustworthy.

• Respectful.

• Flexible.

• Demonstrates sound work ethics.

• Maintains confidentiality.