CSU Advisor- NIHE

MPA Recruitment; Ballymena; On-site; GBP 18,000 - 21,000; Full time

Benefits offered by this job

£13.69 per hour

Weekly pay

Holiday fund

Overtime opportunities

Double time on bank holidays

Job summary

The Northern Ireland Housing Executive is recruiting a Customer Service Unit (CSU) Advisor to join the Ballymena team. You will handle housing enquiries by telephone, online and in person, accurately recording repairs and supporting timely resolutions.

Ideal candidates are organized and approachable, with clear communication, ability to manage a busy workload and remain calm when dealing with sensitive enquiries. Basic IT skills and strong customer focus are essential.

Qualifications

• Five GCSEs, or equivalent, plus at least two years of customer service or administrative experience.
• Or at least three years of experience in a customer advisor role.
• Good IT skills, including Microsoft Word, Excel and Outlook.

Responsibilities

• Handle customer enquiries by telephone, email, online services and at the public counter.
• Listen to customers, identify needs and provide clear information and guidance.
• Accurately diagnose and record repair requests from Housing Executive tenants.
• Use IT systems to record, update, manage and retrieve customer information.
• Book grounds maintenance inspections and repairs.
• Refer and escalate issues to the appropriate team or colleague when required.
• Work with colleagues to resolve enquiries and deliver efficient customer service.

Skills

Customer service

Communication

IT skills

Education

Five GCSEs or equivalent qualifications

Two years of customer service or administrative experience

Three years of experience in a customer advisor role

Tools

Microsoft Word

Microsoft Excel

Outlook

Job description

Job Description

MPA Recruitment is recruiting on behalf of the Northern Ireland Housing Executive for a Customer Service Unit (CSU) Advisor to join their busy Ballymena team.

You will provide a high standard of customer service by telephone, online and face to face, helping customers with housing enquiries, accurately recording repairs and supporting the efficient resolution of issues.

This opportunity would suit an organised and approachable individual who can communicate clearly, manage a busy workload and remain calm when dealing with challenging or sensitive enquiries.

What You Will Be Doing

• Handling customer enquiries by telephone, email, online services and at the public counter.


• Listening carefully to customers, identifying their needs and providing clear information and guidance.


• Accurately diagnosing and recording repair requests from Housing Executive tenants.


• Using IT systems to record, update, manage and retrieve customer information.


• Booking grounds maintenance inspections and repairs.


• Referring and escalating issues to the appropriate team or colleague where required.


• Working alongside colleagues to resolve enquiries and deliver an efficient, responsive customer service.

What You Need

Applicants must meet one of the following criteria:

• Five GCSEs, or equivalent qualifications, plus at least two years of customer service or administrative experience.

OR

• At least three years of experience in a customer advisor role, with evidence of ongoing learning and development.

You must also have:

• Experience dealing directly with customers.


• Experience working in a challenging customer service environment.


• Good IT skills, including Microsoft Word, Excel and Outlook.


• Strong communication skills and a professional, helpful approach.


• The ability to record information accurately and manage a busy workload.


• The ability to remain calm, handle sensitive enquiries professionally and support customers with a range of needs.

Working Hours

The role follows a rotating two week shift pattern:

• Week 1: Monday, Tuesday, Wednesday and Sunday.


• Week 2: Thursday, Friday and Saturday.

Shift times fall between 8:45am and 11:00pm. Applicants must be available to work the advertised shift pattern, including evenings and weekends.

What We Offer

• £13.69 per hour.


• Weekly pay.


• Holiday fund.


• Overtime opportunities.


• Double time on bank holidays.


• Guidance and regular communication from our Ballymena team throughout the recruitment process and your assignment.

Additional Requirements

A Basic Access NI check is required, costing £16.

About MPA Recruitment

MPA Recruitment is an established recruitment agency supporting employers and candidates across public sector, healthcare, administration and industrial roles throughout Northern Ireland.

Our Ballymena team will support you throughout the recruitment process and your assignment, providing guidance and regular communication.