Member Services Advisor

chi; Dublin; Hybrid; EUR 30,000 - 32,000; Full time

Benefits offered by this job

Hybrid-Working

Generous Pension Contributions

Income Protection

Private Health Screening

Sick leave Scheme

Educational Assistance Program

Paid Study & Exam Leave

Employee Assistance Program

Life Cover/Death in Service

Paid Professional Subscriptions

22 Days Annual Leave + 3 PrivilegeDays

Job summary

CHI is seeking a full-time, permanent Member Services Advisor to join our Contact Centre within the Asset Management & Property Services division. The role is based on site at our Blanchardstown office, Dublin 15, working 35 hours per week hybrid, Monday to Friday, handling inbound member calls about repairs and housing queries.

You will build rapport with members, record interactions in the CRM, coordinate with maintenance teams, and contribute to a high-quality customer service experience

Qualifications

• Experience working in an office environment.
• Excellent communication, interpersonal and organisational skills.
• Strong administrative and IT capabilities.
• Flexibility and willingness to take direction.
• Resilience and ability to adapt to challenging situations.
• Proficiency with Microsoft Office products, including SharePoint and Excel.

Responsibilities

• Carry out contact centre or general administrative duties as assigned by the Team Leader.
• Handle incoming calls, correspondence and enquiries; log interactions in the CRM.
• Manage queries via email addresses and CHI webchat; coordinate with staff and contractors.
• Address member requests and liaise with Regional Asset Management, Housing Services and contractors.
• Generate Work Orders on the Castleton CRM System.
• Input invoices on Castleton CRM System.
• Distribute communications to members in coordination with Maintenance Managers and Housing Services.
• File documents and ensure records are up to date and compliant.
• Record GDPR-related information in the CRM and adhere to GDPR policy.

Skills

Teamwork

Communication

Organisational skills

IT skills

Adaptability

Resilience

Tools

SharePoint

Excel

Job description

Reporting to:Contact Centre Team Leader

Department:Asset Management & Property Services

Contract Type:Permanent, Full-Time, Hybrid

Place of Work:CHI's Dublin West Office, Generali Building, Blanchardstown, Dublin 15, D15 YT2H

Salary:Approx. DOE €30,000 - €32,000 P/A

ABOUT US

Co-operative Housing Ireland (CHI) is the national organisation representing, promoting and developing co-operative housing in Ireland. CHI is an Approved Housing Body (AHB) and a member of the Housing Alliance. CHI work with various stakeholders in the housing sector, including Local Authorities, Government, aspiring homeowners, tenants and developers and is subject to regulation by the Approved Housing Bodies Regulatory Authority and the Charities Regulator. Since our foundation in 1973 we have provided over 5,700 homes through homeownership, shared ownership and social rented co-operatives. With our membership of democratically controlled local co-operatives, we continue to manage over 4,000 homes across Ireland as well as providing a network of childcare services in our communities.

ROLE OVERVIEW

CHI is seeking a full-time, permanent Member Services Advisor to join our Contact Centre within our Asset Management & Property Services division (AMPS). The role is based on site in our Blanchardstown Office, located at the Generali Building, Blanchardstown, Dublin 15, D15 YT2H. The role will work 35 hours work per week hybrid, Monday to Friday.

Putting it simply, you will take inbound calls from our members who may have a repair request or a housing query. You will get to know our members through helpful and friendly conversations to assist their needs & overcome any issues they may have.

WHAT YOU WILL DO

• To carry out Contact Centre or general administrative duties as assigned by the Contact Centre Team Leader.
• Deal with incoming calls, correspondence, enquiries, referrals to other staff and to ensure that all contact with members and contractors is recorded on CRM system.
• Manage and respond to queries received via the generic repairs, complaints, info & invoice e-mail addresses and the CHI webchat enquiry box on the CHI Website.
• Deal with members' requests and work with the Regional Asset Management Teams, Housing Services, and contractors to ensure the appropriate follow-up action in relation to any repair, maintenance, rent, tenancy or other requests.
• Generate Work Orders on the Castleton CRM System.
• Input invoices on Castleton CRM System.
• In coordination with the Regional Maintenance Managers and Housing Services prepare and electronically distribute communication to members
• Download, scan, and file documentation in both hard and soft copy, ensuring that all files are in order, complete and up-to date.
• Input GDPR applicable information into the CRM System and at all times operate within the company’s GDPR policy framework.
• Adhere to and promote the ideas and behaviours outlined in the AMPS “Culture” document.
• Demonstrate a commitment to providing our members with a service in line with the Contact Centre “Customer Charter”.

WHAT YOU WILL BRING

• Experience working within a team in an office setting.
• Excellent communication, interpersonal and organisational skills.
• Exceptional administrative and I.T. skills.
• Flexibility in approach to tasks and willingness to take direction.
• Resilience and ability to adapt to challenging situations.
• Good working knowledge Microsoft office products (SharePoint, Excel).

WHAT WE OFFER

• Competitive Salary Bands
• 22 Days Annual Leave + 3 Company Privilege Days
• Annual leave increase to 30 days linked to length of service
• Generous Company Pension Contributions (up to 12% employer contribution)
• Income Protection
• Free Annual Private Health Screening
• Paid Sick leave Scheme
• Educational Assistance Program
• Paid Study & Exam Leave
• Employee Assistance Program (EAP Scheme)
• Life Cover/Death in Service
• Paid Professional Subscription
• Hybrid-Working

SELECTION PROCESS

Please note that interviews for this position may take place anytime from the launch date to closing date until a successful candidate is found.

Due to the high volume of applications received, we regret that we are unable to respond to all applications. Only those suitable for this position will be contacted.

Co-operative Housing Ireland is an equal opportunities employer.

All documentation received by Co-operative Housing Ireland will be processed in accordance with the Data Protection Acts & General Data Protection Regulation (GDPR; 2018)