Customer Service Advisor

Overview

Provide first-point customer service for housing and repairs, handling enquiries and complaints.

Key Responsibilities

• call handling
• customer service
• system updating
• data reporting
• health safety
• network liaison

Tasks

-Uphold Tuath's policies and procedures, including health and safety requirements, and actively participate in promoting service quality improvements. -To ensure that call answering is inline within set targets for handling and customer satisfaction. -investigate and respond to the customer. -instructions, and use personal protective equipment where required. -Ensure that call handling is carried out in accordance with training, information and scripting provided. -Providing information and guidance related to housing management and responsive repairs. -Ensure that every customer contact is reflected in key customer information being updated on our housing management system and customer contact system. -are aware of and adhere to any specific instructions and use personal protective equipment where -focus on complex cases, contractor liaison, on site work and detailed operational issues. -Provide a quality customer service, provide clear solutions to customer queries, and handle queries and complaints in a professional, courteous and helpful manner. -Provide statistical data, information, and testimonials for annual report. -Be 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 delivery. -Ensure that team members are aware of any risks associated with their role, adhere to any specific -Develop an excellent understanding of how the organisation operates and what each team is -Provide accurate information and advice to customers on the services we offer, such as customers' -responsible for to support customers directly with that knowledge, enabling the specialist teams to -Ensure all appropriate health and safety risk assessments are in place and making sure colleagues -Provide efficient and effective customer service, handling a variety of service requests at first point contact within allocated response times providing the customer with the appropriate answer where possible and transfer it to the relevant colleague or team if required. -To conduct all activities in a manner which is safe to yourself and others. To be aware and to act in accordance with the Association's Health and Safety Policy. -Adopt a collaborative and supportive approach, maintaining up to date professional knowledge and providing advice and assistance to colleagues as required. -Complete transactions, including taking payments, following the appropriate protocols. -Understand and address customer needs, supporting understanding amongst colleagues delivering and developing services. -In addressing repairs and other enquires effectively work across teams to secure updates and outcomes for customers. -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. -In all aspects of the company's work, promote effective communications, excellence in customer service, and a focus on continuous improvement. -To log all formal complaints received and allocate them to the appropriate colleague or team to -Provide input into the Operational plans. -Maintain an excellent understanding of customer interactions and use available technologies to provide information and support for customers.

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About Tuath Housing Association

-A key player in the social housing sector, specializing in providing secure, sustainable homes for individuals and families. -Focus on community-building, ensuring properties not only offer shelter but foster a sense of belonging and support. -Projects range from new home development to refurbishment and management of existing properties. -Expanded footprint across Ireland to benefit more communities with affordable housing. -Partnerships with local authorities, private developers, and stakeholders to achieve housing goals. -Innovative approach with modern construction techniques and sustainable design. -Committed to a future where everyone has access to affordable, quality housing in their local communities.

Sector Specialisms