Customer Service Advisor

Hollybank Trustees Ltd; Waterford; On-site; EUR 20,000 - 26,000; Full time

Job summary

Respond is a major housing association in Ireland, recruiting for a Customer Service Advisor on site in Waterford. The role handles initial enquiries across phone, email, and face-to-face channels, aiming to resolve most issues at first contact.

You will work rostered hours between 8.30am and 6.00pm in Airmount, Waterford City, reporting to the Contact Centre Coordinator. The hourly rate ranges from €14.75 to €19.08, with a fixed-term, full-time contract.

Qualifications

• Minimum 1 year in a call centre within the last 3 years is essential.
• Competence with standard desktop IT applications (Word, Excel, email).
• Excellent communication and interpersonal skills with a calm manner.

Responsibilities

• Provide a professional service to customers via multiple channels: phone, email, and in person.
• Resolve a high percentage of enquiries at first contact and signpost more complex issues.
• Identify and escalate complex issues to the appropriate specialist teams.
• Maintain confidentiality and uphold residents' privacy and data protections.
• Support tenants with rent information and respond to balance enquiries.

Skills

Call centre experience

Multitasking

Listening skills

Communication

Telephone manner

Tools

Word

Excel

Email

Job description

Location: On site / Waterford, Ireland
job type: Fixed term / Full-time
Sector and subsector: Construction & Built Environment | Customer Care / Call Centre
Hourly Salary range:from € 14.75 to € 19.08

Respond is one of the largest housing associations in Ireland, providing social housing and homeless services. Our vision is that ‘every family and individual in Ireland will have high-quality housing as part of a vibrant and caring community’. We are growing rapidly in response to the housing crisis and are now looking for the right person who has the passion and skills to help us realise our vision.

Respond is committed to equal employment and growing a diverse workforce. If you do not “tick every box” there are likely other valuable attributes and skills that you have, that would make you a great fit for the organisation. We welcome applications from people of all cultures, nationalities, genders and from anyone who has historically faced social exclusion. If you feel this role is for you, then please apply.

Role: Customer Service Advisor

Location:Airmount, Waterford City

Reporting to: Contact Centre Coordinator

Terms: (rostered hours between 8.30am and 6.00pm)

Hourly Rate:: €14.75 - €19.08 (Please note that offers are typically made at the beginning to mid-range of the advertised salary, based on skills and experience)

Job Purpose:

To provide a professional service to customers when dealing with their initial enquiries and resolve a high percentage of those enquiries at the first point of contact. Signpost complex enquiries to the most suitable department or service area.

Core duties and responsibilities:

• Providing a quality service to customers through being the first point of contact for enquiries over multiple contact channels including: telephone, email, face-to-face, letters.
• Supporting customers by resolving a high percentage of enquiries at the first point of contact, e.g. processing repair requests, providing lettings information and balance enquiries.
• Identifying complex issues and cases and escalating them to the appropriate subject matter expert within Respond.
• Identifying individual customers’ needs and demonstrating empathy in dealing with customers' enquiries appropriately.
• Assist in the yearly rent review process for all tenants.
• Representing Respond in a positive manner.

Main Activities:

• To liaise with external agencies as required in resolving customer enquiries and to develop services further.
• To maintain professional relationships with residents and to maintain the highest standards of client confidentiality in strict accordance with policy.
• To be an ambassador for customer service across the organisation.
• Demonstrate value for money in service in the operation of your team.
• To have a flexible approach to working hours ensuring that service is maintained during core office hours.
• To participate in team meetings and provide and receive support from other staff members, sharing skills, expertise and experience as appropriate.
• Any other duties that may be assigned from time to time.

Person specification:

• A minimum of 1-year experience in a call centre within the last 3 years is essential.
• Competence with standard desktop IT applications e.g. word, excel and email.
• Ability to communicate fluently in English.
• Multitasking with the ability to talk, type and listen to calls simultaneously.
• Good telephone manner.
• Excellent listening and people skills.
• Able to relate to people in stressful situations.
• Tact, diplomacy and respect for confidentiality.
• Motivated and adaptable to change.
• Ability to work with partners, external & internal.
• Excellent communication and interpersonal skills.
• Able to prioritise and manage workloads, and work without direct supervision.
• Willing to work flexibly and under pressure.

Closing date for applicants is: Friday, 28th August 2026.