Contact Center Agent

3 weeks ago

Dublin, Dublin City, Ireland Clúid Full time

Overview

Join to apply for the Contact Center Agent role at Clúid.

This range is provided by Clúid. Your actual pay will be based on your skills and experience — talk with your recruiter to learn more.

Base pay range

Join Our Team at Clúid Housing: Where Your Work Makes a Difference

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 in 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:

Reporting to: Contact Centre Team Leader
Contract: Fixed term to December 2026

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

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 ensuring 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.
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.
1 to 2 years previous experience working in customer service
Previous experience working in a contact center
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 today, and let\'s make a difference together.

Seniority level

Associate

Employment type

Full-time

Job function

Administrative, Customer Service, and Other
Industries
Non-profit Organizations, Housing Programs, and Housing and Community Development

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