Senior Member Services Advisor
contract•Dublin
About this role
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).
What you'll do
- The Senior Member Services Advisor will carry out member services and administrative duties, provide guidance to team members, and manage customer inquiries. They will also identify trends in customer feedback and ensure proper follow-up on requests.
About Co-operative Housing Ireland
Co-operative Housing Ireland (CHI) is the national organisation representing, promoting and developing co-operative housing in Ireland. Since its foundation in 1973, CHI has provided over 8,000 homes through home-ownership, shared ownership and social rented co-operatives. Today, we own and manage more than 5,500 social-rented homes. Having increased our output year-on-year, we are delivering 500–700 houses and apartments annually. Driven by the co-operative principles we are leaders in social housing provision.
As one of the leading national voices for cooperation in Ireland we collaborate with other co-operative organisations to promote our model. We are members of the Community and Voluntary Pillar of Social Partnership and participate in numerous forums on housing and social policy. Internationally, we are members of Housing Europe and the International Cooperative Alliance, including its sector groups; Cooperatives Europe and Co-operative Housing International.
Co-operative Housing Ireland is an Approved Housing Body and registered charity. We have signed the Voluntary Regulation Code for Approved Housing Bodies, the Governance Code and the Canadian 2020 Vision standard for governance in housing co-operatives. We also hold the Q Mark for quality management systems and in 2015 received a national Q Mark award.
The Society was founded as the National Association of Building Co-operatives (NABCO) Society Ltd. and changed its name to Co-operative Housing Ireland Society Ltd. in accordance with the requirements of the Industrial and Provident Societies Acts 1893 – 2014 in 2015.
RCN 20012182
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Frequently Asked Questions
What does a Senior Member Services Advisor do at Co-operative Housing Ireland?
As a Senior Member Services Advisor at Co-operative Housing Ireland, you will: the Senior Member Services Advisor will carry out member services and administrative duties, provide guidance to team members, and manage customer inquiries. They will also identify trends in customer feedback and ensure proper follow-up on requests..
Is the Senior Member Services Advisor position at Co-operative Housing Ireland remote?
The Senior Member Services Advisor position at Co-operative Housing Ireland is based in Dublin, Leinster, Ireland. Contact the company through Clera for specific work arrangement details.
How do I apply for the Senior Member Services Advisor position at Co-operative Housing Ireland?
You can apply for the Senior Member Services Advisor position at Co-operative Housing Irelanddirectly through Clera. Click the "Apply Now" button above to start your application. Clera's AI-powered platform will help match your profile with this opportunity and guide you through the application process.