Housing Advisor

Role Overview

Role Overview:

• Position: Housing Advisor
• Reporting to: Housing Advice Centre Team Leader
• Location: 159-161 Sheriff Street Upper, Dublin 1 (hybrid)
• Contract: 6 month FTC
• Salary : €32,584 - €44,803 (DOE)

 
The Operations Department: 
The Operations Department is dedicated to delivering essential services to our residents, including allocations, rent calculation and collection, and tenancy management. Additionally, we provide estate services and support community development activities to promote well-kept, friendly neighbourhoods.
 
Operations is also home to our Housing Advice Centre, 'Clúid Works' in-house repairs service, and the Operational Excellence team, who contribute to maintaining the quality of services we provide to our residents and ensuring our properties are safe and maintained to high standards. 
 
As Clúid Housing continues to expand rapidly, our team supports the Commercial Development Department in acquiring new properties. These properties are carefully selected to be well-designed, well-built, and located where they are most needed.
 
Clúid teams operate nationally to align with our provision of homes across every county in the country. We strive to lead in innovation and the development of exemplary services that prioritise resident satisfaction, value-for-money, and compliance with the AHB Regulatory Standard.
 
The individuals in the Operations Department are deeply passionate about their work and are motivated by the direct, positive impact our services have on residents' lives. Our colleagues are known for being resourceful, conscientious, caring, and outcome focused.
 
Housing Advisor
As a Housing Advisor you will support the housing and repairs teams by offering a high quality “one stop shop” housing, maintenance, rent and advice service to residents and other stakeholders. You will aim to resolve all resident queries at the first point of contact, proactively and reactively, using your ability to identify and interpret requests accurately.

Key Responsibilities

Key Responsibilities:

1. Resident Experience 
2. Service Delivery
3. Complaints and Resident Voice 
4. Business Support 
5. Collaborative Working

Resident Experience 

• Provide a first-class resident experience, responding to a variety of inbound and outbound enquiries through all applicable channels, seeking to resolve at the first point of contact wherever possible.
• Act as an advocate for residents, taking ownership and remaining accountable for queries until they are resolved, and ensuing residents are kept informed of progress. 
• Where a query or service request cannot be resolved by the HAC, ensure a timely and accurate handoff to the appropriate person/department.  

Service Delivery

• Resolve rent or service charge queries at the first point of contact wherever possible, providing advice and information to residents.
• Take payments and make agreements with residents to repay debt where applicable; and in line with parameters set by the Resident Accounts Team
• Provide information to prospective residents about current Clúid vacancies and how to apply for a Clúid home, including where applicable advice regarding transfers and mutual exchanges.
• Provide advice and assistance on a range of estate management issues including anti-social behaviour, resolving within the HAC wherever possible and recording case in the HMS and assigning to the relevant Resident Housing Officer where not. 
• Triage repair requests with residents, raising orders and scheduling suitable appointments wherever possible. 
• Ensure accurate record keeping within the HMS and any other IT systems at all times.

 Complaints and Resident Voice 

• Actively seek out and recognise the Resident Voice as an authority on our services
• Work with customers, management and the Complaints Manager to effectively resolve complaints relating to all service areas in line with Clúid’s complaints policy.
• Support with the completion of remedial actions or improvement commitments identified through service complaints to drive continuous improvement. 

Business Support 

• Manage the registration and termination of tenancies through the RTB Portal, escalating issues as required to the RTB Administrator. 
• Undertaken any other duties as required that are consistent with your role. 

 
Collaborative Working

• Collaborate with colleagues across Operations to drive operational excellence and achieve shared outcomes for individuals and communities.  
• Contribute to local and national improvement initiatives and contribute to the formulation and review of HAC policies, procedures, and processes. 

Person Specification

• Excellent verbal and written communication skills
• Ability to demonstrate good listening skills
• Excellent organisational and time management skills
• Ability to multitask while maintaining accuracy and attention to detail
• Self-driven and motivated, with the ability to take ownership of work
• Influencing and negotiation skills

#LI-Hybrid

Experience/Qualifications

• Good knowledge of Microsoft Office, including Outlook, Word, Excel and PowerPoint
• Ability to identify and report trending issues
• Two years’ previous experience working in customer service
• Experience exceeding customer expectations and attaining service level agreements consistently
• Previous experience working in a contact centre
• Knowledge or experience of housing, repairs or related resident services
• Experience handling complaints or challenging customer interactions
• Experience using CRM systems
• Experience of change management, innovation or continuous improvement activity
• Experience of data management, reporting or analytics