Customer Service Advisor

Please note this job is open to applicants for our Dundalk office.

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 enquires 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 dependent upon the requirements of the organisation.

KEY RESPONSIBILITIES (Functional) :

• 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 transfer to the relevant colleague or team, if required
• Provide accurate information and advice to customers on the services we offer, such as customers' rent accounts, the status of repairs and housing benefits queries, etc.
• Develop an excellent understanding of how the organisation operates and what each team is responsible for and support customers directly with that knowledge. This enables our specialist teams to focus on more complex cases, contractor liaison, on site work and detailed operational issues
• In addressing repairs and other enquires effectively work across teams to secure updates and outcomes for customers
• Provide a quality customer service, provide clear solutions to customer queries, and handle queries and complaints in a professional, courteous and helpful manner
• Ensure that call activity is in line with set targets for call handling and customer satisfaction
• Understand and address customer needs, supporting understanding amongst colleagues delivering and developing services
• Complete transactions, including taking payments, following the appropriate protocols
• Ensure that customer information is updated on our housing management & customer contact systems
• Log all formal complaints received and allocate them to the appropriate colleague or team to investigate and respond to the customer
• Ensure that call activity is carried out in accordance with training, information and scripting provided
• Uphold Tuath's policies and procedures, including health and safety requirements, and actively participate in promoting service quality improvements
• Be pro-active in the development and maintaining of strong networks and relationships with colleagues across the organisation and agencies, to ensure excellence in service delivery

KEY RESPONSIBILITIES (Organisational) :

Health and Safety Responsibility

This job description is not definitive or restrictive and will be subject to periodic review.