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 requiredProvide 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 issuesIn addressing repairs and other enquires effectively work across teams to secure updates and outcomes for customersProvide a quality customer service, provide clear solutions to customer queries, and handle queries and complaints in a professional, courteous and helpful mannerEnsure that call activity is in line with set targets for call handling and customer satisfactionUnderstand and address customer needs, supporting understanding amongst colleagues delivering and developing servicesComplete transactions, including taking payments, following the appropriate protocolsEnsure that customer information is updated on our housing management & customer contact systemsLog all formal complaints received and allocate them to the appropriate colleague or team to investigate and respond to the customerEnsure that call activity is carried out in accordance with training, information and scripting providedUphold Tuath's policies and procedures, including health and safety requirements, and actively participate in promoting service quality improvementsBe pro-active in the development and maintaining of strong networks and relationships with colleagues across the organisation and agencies, to ensure excellence in service deliveryKEY RESPONSIBILITIES (Organisational):Provide input into the Operational plansAdopt a collaborative and supportive approach, maintaining up to date professional knowledge and providing advice and assistance to colleagues as requiredProvide statistical data, information, and testimonials for annual reports as requiredIn all aspects of the company's work, promote effective communications, excellence in customer service, and a focus on continuous improvementBe pro-active in the development and maintaining of strong networks and relationships with colleagues and in other organisations and agencies, to ensure excellence in service deliveryHealth and Safety ResponsibilityConduct all activities in a manner which is safe to yourself and others.Be aware and act in accordance with the Association's Health and Safety PolicyEnsure all appropriate health & safety risk assessments are in place & make sure colleagues are aware of & adhere to any specific instructions & use personal protective equipment as requiredThis job description is not definitive or restrictive and will be subject to periodic review.