Senior Member Services Advisor

Title                   Senior Member Services Advisor (Customer Service)
Reporting to     Contact Centre Team Leader
Place of work   Generali Building, Blanchardstown, Dublin
Contract Type  Specified Purpose Contract (1 year Maternity Cover)

Benefits:

Hybrid working

Weekdays, 9-5 only

Competitive salary bands

Generous Company Pension Contribution (up to 12% employer contribution)

22 annual leave days + 3 company privilege days a year

Long service days added to annual leave up to 30 days

Training and Development

Paid Company Sick Leave and Income Continuance Scheme

Co-operative Housing Ireland

Founded in 1973, 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.

The Position

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

We are looking for someone with a proven ability to adapt to a changing environment and be a change champion. With the role evolving over time, as we progress through our technological & operational transformation.

Duties & Responsibilities

To carry out Member Services or general administrative duties as assigned by the Member Services Team Leader

Provide guidance and support to Member Services Advisors

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.

Identify trends and patterns in customer feedback and provide recommendations for improvement

Manage and respond to queries received via the generic repairs and info 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.

Handle escalated customer inquiries and provide timely and accurate resolutions

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.

Leads by example and champions 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”.

Take part in ‘Think-Sessions’ with the Member Services Team Leader to improve processes or provide system improvement feedback

Be responsible for other ad hoc/special assignments or projects assigned by Management

 Requirements

Customer Service/Operations experience

Customer-oriented with a proactive and good serving attitude

Self-motivated and a proven track record of using your initiative, with excellent problem solving, critical thinking, and decision-making abilities

Ability to handle and resolve escalated customer complaints

Ability to work well in a team environment

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.

Proficiency in CRM software and other customer support tools

Strong knowledge of customer service principles and practices

Good working knowledge Microsoft office products (SharePoint, Excel)

Selection Process

How to Apply: Interested applicants should submit a CV via the Apply for This Job button on this page.

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).