Available at completion of Probation. 22 days (+ 3 discretionary days over the Christmas

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1 Role: Contact Centre Advisor Location of Employment Amiens Street, Dublin 1 (We will be moving to Upper Sherriff Street, Dublin 1 in the late summer) Reporting to Contract Salary Probation Pension Hours Leave Contact Centre Manager Permanent 24,195-32,512 per annum 6 months Available at completion of Probation 37.5 Hours per week 22 days (+ 3 discretionary days over the Christmas period) Clúid Housing (Clúid) is a not-for-profit organisation with a vision of a society where everyone has a great place to live. Clúid achieves this through its mission of providing quality housing and services which enable residents to create homes and thriving communities. Clúid has 135 staff to ensure that it has the capacity to meet this mission. To date Clúid has provided over 5,200 properties to low income families and single people in housing need all over Ireland. The Contact Centre is a customer service centre for all 5,200+ Clúid residents, contractors, business partners and members of the public. It enables us to respond to the needs of our customers in the most efficient way whilst providing the highest quality of customer service. The Contact Centre aims to resolve the majority of calls at the first point of contact.

2 Role: Contact Centre Advisor Role Overview: : As a Contact Centre Advisor you will support the housing and maintenance teams in our regional offices by offering a high quality one stop shop housing, maintenance, rent management and advice service to residents and to any callers. 35% of calls from Clúid residents relate to repair requests one of the key objectives of this role is to respond to these requests following Clúid policies and procedures whilst at all times ensuring you provide excellent customer service. You will aim to resolve all customer queries at the first point of contact, proactively and reactively, using your ability to identify and interpret requests accurately. You will meet key performance indicators and targets set for all Contact Centre Advisors. As the first point of contact you will seek to identify opportunities for improving procedures and systems by making recommendations to the Contact Centre Manager. You will have a strong commitment to safeguarding the reputation of the Clúid, always presenting the Association in a positive fashion. You will continuously strive to deliver the highest quality customer service. Reporting to: Contact Centre Manager Key responsibilities Customer Care Respond to all telephone calls and other contacts within the agreed timeframe. Deal with all customers in a professional and courteous manner. Assess and record the nature of each contact and resolve at the first point of contact wherever possible. Ensure that all information is correct and administered to the system with great attention to detail. Act as advocate for the resident, by taking ownership and remaining accountable until each query is resolved, and ensure that residents are kept informed of progress. Where a query or service request cannot be resolved by you forward the contact to the appropriate person/department ensuring that all contacts are followed up by escalation to the relevant manager(s) if necessary in accordance with policy. Monitor trends and frequently asked queries reporting these to the Contact Centre Manager to ensure that pro-active action is taken to avoid the query in the future Repairs & Maintenance Diagnose repairs with residents and raise orders with external contractors and / or internal repair operatives as required Categorise the repairs queries in accordance with policy

3 Assign jobs to the most suitable contractor adhering to the repairs policy Advise tenants in relation to rechargeable repairs Arrange for pre and post inspections where applicable Make outgoing repair satisfaction calls Be familiar with and follow the repairs policies, processes and procedures Provide feedback to the contact centre manager regarding Clúid s contractors Rent and Rent Arrears Resolve the majority of rent or service charge queries at the first point of contact. Provide relevant rent and service charge information to residents as requested. Provide advice to tenants in relation to a change to their household composition. Make outbound arrears calls to tenants and advise them of their payment obligations and options following policies and procedures. Make agreements with tenant s to repay debt where applicable. Respond to queries relating to the annual rent assessment process. Distribute relevant CIS forms and information to tenants, record same on system. Lettings / Allocations Provide information to prospective tenants about current Clúid vacancies and how to apply for a Clúid home. Arrange interviews with prospective residents on behalf of the Housing Officer(s). Send letters to prospective tenants as instructed by the Housing Officer(s). Advise tenants of their eligibility for transfer or mutual exchange. Estate Management queries including Anti-Social Behaviour Provide advice and assistance on a range of estate management issues and where necessary arrange for a Housing Officer to contact the caller. Record any reports of anti-social behaviour and escalate to the relevant Housing Officer as required by policy and procedure. Where appropriate provide the caller with information on where to locate assistance. Tenant Information Input changes to resident details onto systems as required. Provide advice and support to residents and callers on a diverse range of tenancy/housing related issues. Inform Manager of any potential topics to be added into the Tenant Newsletter. Correspondence Respond to all general enquiries received. Maintain a record of all correspondence, both incoming and outgoing, in the designated location. Undertake the coordination of mail outs as required and directed by the Contact Centre Manager. Conduct customer satisfaction surveys when required and record information upon return of surveys.

4 Housing Management Support Update the housing management IT system with all relevant information Continuously monitor the effectiveness of the housing management IT system reporting any problems to the Contact Centre Manager. Notify the Contact Centre Manager of any issues with contractors. Compliments and Complaints Record all compliments and complaints adhering to the policies and procedures. Determine whether contacts should be recorded as formal or informal complaints. Deal with angry or upset customers in a professional manner. Miscellaneous Adhere to all Clúid policies and procedures at all times. Ensure all queries are responded to within agreed timeframes. Provide an effective and efficient call answering service to tenants, contractors, business partners and the general public. Comply with security, data protection and confidentiality policies within the Association and alert the Contact Centre Manager to any incidences or breaches of the policies or inaccuracies in the data held. Notify the Housing Officers of any urgent queries in real time as per the policies & procedures. Training Request / Attend training appropriate to your role General To fulfil all care and high standards regarding both Clúid s and your own health and safety obligations. To positively promote the Association in all activities To exercise discretion in all aspects of the role Any other duties which are consistent with your role Key competencies required in the role Customer care management Commitment Company focus Innovation & Change Management Influencing and negotiation skills Team Work Leadership skills Person Specification

5 Key Skills Essenti al Desirab le Candidates will be shortlisted on the basis of illustrating in their application that they fulfil the following criteria. Examples that demonstrate the ability to fulfil the criteria should be included as well as the above competencies. Education / Qualifications Leaving Certificate Knowledge / Skills Excellent communication skills verbal and written, report writing, presentation Ability to demonstrate good listening skills Specialist role related knowledge Willingness to learn Excellent organisational and time management skills Ability to multitask Influencing and negotiation skills Good knowledge of Microsoft Office (Outlook, Word, Excel, PowerPoint) & CRM systems Problem solving skills Self-driven and motivated Excellent follow up skills Experience Previous experience in working in customer service Exceeding customers expectations Housing market Complaint handling Attaining service level agreements consistently Proven ability to take ownership of customer issues A strong eye for attention to detail Identify and report trending issues

6 Team Player Clúid s Values are: Professionalism: Clúid drives up standards through a commitment to high-quality services, continuous improvement and investment in its people. Innovation: Clúid works at the forefront of the sector, focusing on solutions and innovating in a constantly changing Ireland. Respect: Clúid s work is underpinned by a mutual respect and trust between customers, staff and managers. Clúid listens to and learns from its customers and staff and recognises those staff who go the extra mile. Collaboration: Clúid values partnerships in achieving the best outcomes. Clúid is open, co-operative and easy to do business with. Sustainability: Clúid ensures that all its activity is socially, financially and environmentally sustainable. Our vision for service delivery at Clúid is that residents are able to say: That I have a comfortable home and Clúid help me if I have a problem I am treated fairly & equitably I have choice I am dealt with quickly & correctly Closing dates for Applications is the 11 th of March 2016 at noon. Once you press the apply button you will be redirected to the position on the Cluid Website. A full Job and Person spec is provided and application form. You must submit an application form to be considered for the role.

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