Customer Services Officer

Uniting Holding; Dublin; On-site; EUR 28,000 - 36,000; Full time

Job summary

Circle Voluntary Housing Association is seeking a Customer Services Officer to be the main contact point for tenants, customers and stakeholders. You will support repairs and tenancy services, log enquiries, and provide information and signposting across housing services.

You will triage repair calls, forward follow-ups to the appropriate team, maintain records, and help ensure a friendly, efficient service.

Qualifications

• Experience in working in a customer facing environment.
• Experience with computer filing system.
• Ability to prioritise.
• Ability to make and maintain working relationships.
• Good communication skills.
• Experience using Microsoft suite in a professional setting.

Responsibilities

• Manage all service enquiries to Circle VHA through multiple contact points (phone, email, webchat).
• Provide frontline repairs service by triaging and logging initial repairs calls.
• Forward details of required follow-ups to the relevant team.
• Maintain electronic records of all enquiries.
• Provide a high-quality, customer-focused service at all times.

Skills

Customer facing

Filing system

Prioritisation

Relationship building

Communication skills

MS Office

Job description

About Us:

Circle Voluntary Housing Association was set up in 2003 and is a leading provider of social housing in Ireland. Our vision is to make a real difference by delivering quality homes and innovative integrated housing solutions to individuals and families in Ireland. We are passionate about our people and the delivery of a tenant first service.

Our team members are the secret element of our success. Their experiences, competencies, values, knowledge, and perspectives are greatly valued and have significantly contributed to Circle delivering over 2,500 homes. They deliver services to over 5,000 people and help create thriving communities.

We are dedicated to finding the right people who embrace our purpose, vision, and values. In return we will support you to learn, grow and excel in an exciting, flourishing, diverse organisation. We are committed to fostering an inclusive and collaborative work environment, which values every person who works with us and all of those who live in our homes and communities.

Reflecting the growing diversity of the communities in which we work, we welcome applications from people of all cultures, nationalities, genders, members of the LGBTQ+ community and any background traditionally marginalised in society.

About the Role:

The Customer Services Officer is the main contact point for our tenants, customers and other stakeholders. This role is part of our core Services team and will support all departments to deliver excellent repairs and tenancy services to our tenants in their homes. The Customer Services Officer is responsible for responding to customer queries, logging responsive repairs, dealing with all customer contact in a friendly, efficient, and calm manner. Whilst also providing the provision of information, signposting and services to customers across all aspects of housing and the property services Circle VHA provides.

Key Responsibilities

Customer Services

• Manage all service enquiries to Circle VHA through multiple contact points (phone, email, webchat, web


• Manage all interactions providing a service in line with Circle VHA’s WE HEAR values.


• Provide a frontline repairs service by triaging and logging initial repairs calls and forwarding details of required follow-ups to the relevant team.


• Contacting contractors to follow-up on outstanding repairs, cancelling and completing repairs as required,


• Redirecting calls to relevant departments.


• Maintain electronic records of all enquiries.


• Forwarding customer complaints to relevant departments for follow-up.


• Log any feedback received from customers.


• Organising bulk communications to customers via text and email.


• Liaise with internal and external stakeholders to provide a timely service to customers.


• Support meaningful opportunities for customer engagement by promoting opportunities and attending activities in-person or online as required.


• submissions and in person).


• and attempt to reorganize repairs where non-access has been identified.

Administration

• Follow-up on results and feedback received from satisfaction surveys. Providing corrective and preventative actions to support continuous service improvement.


• Support the development and review of Policies, Procedures, Guidelines and Processes with a focus on improving customer experience.


• Support information gathering for specific requests such as Subject Access Requests.

General

• Provide all services having due regard to the regulatory framework.


• Ensure that up-to-date and accurate information is maintained on all IT systems.


• Contribute to developing service plans, team and individual targets.


• Attend and positively contribute to team meetings.


• Liaise with colleagues as required to ensure that information is appropriately shared and that customers receive a seamless service.


• Provide a high-quality, customer-focused service at all times.


• Provide cover for annual leave or sick leave for other team members.


• Carry out all duties observing Circle VHA’s policies, procedures, processes and guidelines.


• Undertake any other duties that are reasonably commensurate with the level of this post.

Key Skills & Knowledge

• Experience in working in a customer facing environment


• Experience with computer filing system


• Ability to prioritise


• Ability to make and maintain working relationships
  
• Good communication skills
  
• Experience using Microsoft suite in a professional setting