Reporting to: Housing Advice Centre Team Leader
Location : ******* Sheriff Street Upper, Dublin 1 (hybrid)
Contract: Fixed term until 31 st December ****
Housing Advisor
As a Housing 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
Resident Experience
Provide a first-class resident experience, responding to a variety of inbound and outbound enquiries 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 ensuring residents are kept informed of progress.
Where a query or service request cannot be resolved by the HAC, ensure a timely and accurate handoff 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 HAC wherever possible and recording case in the HMS 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 HMS 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.
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 HAC policies, procedures, and processes.
Person Specification
Excellent communication skills – both verbal and written, report writing, presentation.
Ability to demonstrate good listening skills.
Specialist role related knowledge.
Excellent organisational and time management skills.
Ability to multitask.
Influencing and negotiation skills.
Self-driven and motivated.
Specialist Knowledge.
A strong eye for attention to detail.
Experience / Qualifications
2+ years experience in a customer facing role within retail or utilities.
Previous experience working in a Contact Centre.
Good knowledge of Microsoft Office (Outlook, Word, Excel, PowerPoint) & CRM systems.
Exceeding customers' expectations.
Knowledge of the Housing / Repairs market.
Attaining service level agreements consistently.
Experienced in identifying and reporting trending issues.
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