Customer Service Advisor

Role Overview:As a customer service advisor, you’ll work within the Repairs Services department. The Repairs Service Department is responsible for ensuring our customers continue to live-in high-quality homes through the delivery of a comprehensive and effective repairs management services.Your new role will be to provide an excellent level of customer service over the phone, to assist and provide solutions for any maintenance issues which may arise by taking the appropriate action.We recognise the need to design our services to meet our customers’ needs, ensuring that our tenants and their families always enjoy warm, safe and affordable homes.This is a great opportunity for customer service advisors to further develop their IT, administration, and customer service skills in a fast-paced environment. For the right candidate this position is an entry level role with a clear career progression path to working within one of Ireland Largest Voluntary Housing Bodies.Tuath Housing utilise a hybrid working policy and this role will be based at our Dublin office with some home working.• Provide Best in Class customer service and provide clear solutions to customer queries• Delivering our responsive repairs service through our repairs desk.• You will be responsible for handling a high volume of incoming and outgoing calls and you will also handle internal queries via phone and email.• Handle customer queries and complaints in a professional, courteous and helpful manner.• To deal with all aspects of administration within the responsive repairs team• To provide support to other internal Departments and regional offices.• Positively contribute to your team and support team colleaguesKEY RESPONSIBILITIES:Customer Service1. Responsibility for answering all responsive repair telephone calls, logging, and dealing with enquiries in the appropriate response times.2. Interact daily with customers and contractors on the phone and on email.3. Respond to all queries quickly, efficiently, and professionally.4. Provide a responsive and pro-active customer orientated service whilst maintaining value for money.5. Effectively engage with the customers and operatives to deliver and improve efficiency and customer satisfaction.6. Gathering data and collating reports on all aspects of repair activity7. Keeping all property and customer related data updated on the system including contact details, repairs details, property component information, warranties, and any servicing certification8. Assisting with general administrative duties as required, including typing, copying, faxing, and filing, taking meeting minutes, processing invoices etc.9. Provide Business Support cover for colleagues, as necessary.10. Liaising with staff in other departments and with external contacts.11. Organising and storing paperwork, documents, and computer-based information.Health and Safety1. To conduct all activities in a manner which is safe to yourself and others.2. To be aware and act in accordance with the Association’s Health and Safety Policy.General1. To work in line with Tuath Housings polices and procedures, values and to contribute towards delivering on our mission “Changing Housing for the better”2. To fulfil all Tuath Housings and your own health and safety obligations.3. To positively promote the Association in all activities4. To exercise discretion in all aspects of the role5. Any other duties which are consistent with your role.ESSENTIAL REQUIREMENTS:Excellent skills in Microsoft OfficeCertificate or Diploma and/or minimum of one years’ experience (Desirable)Experience working with customer supportDealing with customers both internal and external or demonstrable customer focused skills Demonstrable ‘can-do’ attitude and ability to respond in a professional manner, enhancing the customer experience through the ability to respond and resolve issuesComputer literacy with experience that includes word-processing, Excel, spreadsheets, presentation packages, e-mail, electronic schedulers, and internet.Ability to work with accuracy and attention to detail and within deadlinesPossess good verbal and written communication skills, can compose letters, memos and reportsAbility to be self-motivated and work on own initiative and be part of a teamThe ability to handle sensitive and confidential informationFlexibility and Problem SolvingA good level of organisational skills and the ability to prioritise workload and meet deadlinesPossess commitment to deliver a high-quality customer focused serviceCommercial AwarenessExcellent Customer ServiceGathering, Managing, and presenting data manipulationUnderstanding of and ability to demonstrate the importance of good timekeeping, reliability and taking responsibility for the service delivered to the customerThis job description is not definitive or restrictive and will be subject to periodic review as deemed necessary and / or in the light of job-related developments.