Contact Center Advisor

Contact Center Advisor 

Why Choose Clúid Housing:

At Clúid Housing, we believe that success is achieved through our dedicated and passionate team. Working with us, you’ll enjoy:

• A Dynamic Working Environment: Thrive in a supportive, innovative, and collaborative workspace.
• Good Remuneration: Receive a salary that aligns to your skills and impact.
• Flexible Working Arrangements: We support work-life balance with flexible working options.
• Comprehensive Training and Development Opportunities: Grow professionally with our continuous learning opportunities.
• Strong Employee Benefits: Enjoy 25 days of holiday (+closed for 3 additional days over Christmas), + Good Friday and 1 annual Me day as well as access to an Employee Assistance Programme, and more, ensuring you feel valued and supported.
• An Inclusive Culture: Be part of an organisation that values diversity and Inclusion, recognised with a Silver Award from Investors for Diversity with a number of active employee resource groups.

About Us:

Clúid Housing is at the forefront of providing affordable, quality housing in Ireland, with a vision to create communities where everyone has a great place to live. We’re looking for talented individuals passionate about making a tangible impact in people’s lives and eager to contribute to social change.

Role Overview:

• Position: Contact Centre Advisor
• Reporting to: Contact Centre Team Leader
• Location: 159-161 Sheriff Street Upper, Dublin 1 (Hybrid – after initial training period)
• Contract: 11m FTC
• Salary: €32,584 – €44,803  per annum pro rata

Contact Centre Advisor

As a Contact Centre Advisor you will support the housing and repairs teams by offering a high quality “one stop shop” housing, maintenance, rent and advice service to residents and other stakeholders. You will aim to resolve all resident queries at the first point of contact, proactively and reactively, using your ability to identify and interpret requests accurately.

Key Responsibilities:

• Resident Experience
• Service Delivery
• Complaints and Resident Voice
• Business Support
• Collaborative Working

Resident Experience

• Provide a first-class resident experience, responding to a variety of inbound and outbound inquiries through all applicable channels, seeking to resolve at the first point of contact wherever possible.
• Act as an advocate for residents, taking ownership and remaining accountable for queries until they are resolved, and ensuing residents are kept informed of progress.
•  Where a query or service request cannot be resolved by the Housing Advice Center, ensure a timely and accurate hand-off to the appropriate person/department.

Service Delivery

• Resolve rent or service charge queries at the first point of contact wherever possible, providing advice and information to residents.
• Take payments and make agreements with residents to repay debt where applicable; and in line with parameters set by the Resident Accounts Team.
• Provide information to prospective residents about current Clúid vacancies and how to apply for a Clúid home, including where applicable advice regarding transfers and mutual exchanges.
• Provide advice and assistance on a range of estate management issues including anti-social behaviour, resolving within the Housing Advice Center wherever possible and recording case in the Housing Management System and assigning to the relevant Resident Housing Officer where not.
• Triage repair requests with residents, raising orders and scheduling suitable appointments wherever possible.
• Ensure accurate record keeping within the Housing Management System and any other IT systems at all times.

Complaints and Resident Voice

• Actively seek out and recognise the Resident Voice as an authority on our services.
• Work with customers, management and the Complaints Manager to effectively resolve complaints relating to all service areas in line with Clúid’s complaints policy.
• Support with the completion of remedial actions or improvement commitments identified through service complaints to drive continuous improvement.

Business Support

• Manage the registration and termination of tenancies through the RTB Portal, escalating issues as required to the RTB Administrator.
• Undertaken any other duties as required that are consistent with your role.

Collaborative Working

• Collaborate with colleagues across Operations to drive operational excellence and achieve shared outcomes for individuals and communities.
• Contribute to local and national improvement initiatives and contribute to the formulation and review of Housing Advice Center policies, procedures, and processes.

Experience / Qualifications:

• 1 to 2 years previous experience working in customer service
• Previous experience working in a contact center
• Complaint handling experience
• Attaining KPI’s consistently
• Excellent communication skills –verbal and written, report writing, presentation
• Ability to demonstrate empathetic listening skills
• Excellent organisational and time management skills with the ability to multitask
• Good knowledge of Microsoft Office (Outlook, Word, Excel, PowerPoint) & CRM systems

Join Us: At Clúid Housing, you’re more than just an employee; you’re part of a mission to create lasting social change. If you’re ready to contribute to our vision of thriving communities, apply by 3rd February 2025 by 11:59 PM, and let’s make a difference together.

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