Cluid·12 days ago
12 days ago
Housing Advisor
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What you'll do
- Provide a first-class resident experience, responding to a variety of inbound and outbound enquiries 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 ensuing residents are kept informed of progress.
- Where a query or service request cannot be resolved by the HAC, ensure a timely and accurate handoff to the appropriate person/department.
- 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 HAC wherever possible and recording case in the HMS 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 HMS and any other IT systems at all times.
- 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.
What they're looking for
- Two years’ previous experience working in customer service
- Good knowledge of Microsoft Office, including Outlook, Word, Excel and PowerPoint
Nice to have
- Experience exceeding customer expectations and attaining service level agreements consistently
- Previous experience working in a contact centre
- Knowledge or experience of housing, repairs or related resident services
- Experience handling complaints or challenging customer interactions
- Experience using CRM systems
- Experience of change management, innovation or continuous improvement activity
- Experience of data management, reporting or analytics
Summarised by NextRaise from the employer’s description, which follows in full below.
Full description from employer
Role Overview
Key Responsibilities
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Experience/Qualifications
Company
Cluid
Northbank House, Ireland
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