Please note this job is open to applicants for our Galway, Cork or Dundalk offices.
Job Summary:
As a Customer Services Advisor, you will be part of a high-performing team dedicated to providing outstanding service for our customers across all channels dealing with a range of enquiries at first point of contact. You will provide an efficient and effective customer service, handling a variety of housing, property services, rents, repairs and other service requests.
The following list is typical of the level of duties which the post holder is expected to perform or be responsible for. It is not necessarily exhaustive and other duties of a similar type and level may be expected from time to time. The post holder will be responsible for a combination of the objectives described below and annual KPIs depending on the organisation's requirements.
KEY RESPONSIBILITIES (Functional):
1. Provide efficient and effective customer service, handling a variety of service requests as first point of contact within allocated response times, providing the customer with the appropriate answer where possible and transferring to the relevant colleague or team if required.
2. Provide accurate information and advice to customers on services such as rent accounts, repair statuses, and housing benefits queries.
3. Develop an understanding of how the organisation operates and what each team is responsible for, supporting customers directly with that knowledge. This allows specialist teams to focus on more complex cases, contractor liaison, on-site work, and detailed operational issues.
4. Work across teams to secure updates and outcomes for customers when addressing repairs and other enquiries.
5. Provide quality customer service, offering clear solutions to queries, and handling complaints professionally, courteously, and helpfully.
6. Ensure call activity aligns with set targets for call handling and customer satisfaction.
7. Understand and address customer needs, supporting colleagues in delivering and developing services.
8. Complete transactions, including taking payments, following protocols.
9. Update customer information on housing management and contact systems.
10. Log formal complaints and assign them to the appropriate team for investigation and response.
11. Carry out call activity in accordance with training, information, and scripting provided.
12. Uphold policies and procedures, including health and safety, and participate in service quality improvements.
13. Proactively develop and maintain strong networks and relationships within the organisation and with external agencies to ensure excellent service delivery.
KEY RESPONSIBILITIES (Organisational):
1. Contribute to the development of operational plans.
2. Maintain a collaborative and supportive approach, keeping professional knowledge up-to-date and assisting colleagues as needed.
3. Provide statistical data, information, and testimonials for annual reports.
4. Promote effective communication, excellent customer service, and continuous improvement in all work aspects.
5. Develop and maintain strong networks and relationships internally and externally to ensure service excellence.
Health and Safety Responsibility
1. Conduct all activities safely, in accordance with the Health and Safety Policy.
2. Ensure health & safety risk assessments are in place and colleagues adhere to safety instructions and use protective equipment as required.
This job description is not definitive or restrictive and will be subject to periodic review.
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