Member Services Advisor

The Position

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 Dublin West Office located at 123 Avondale Park, Mulhuddart, Dublin 15. The role will work 35 hours work per week, Monday to Friday. Initially starting; 09:00 - 17:00hrs, however the successful candidate may be expected to work on a rostered basis to cover extended operating hours 0800 – 2000hrs.

Title Member Services Officer 
Reporting to Contact Centre Team Leader
Place of work Mulhuddart, Dublin
Contract Type Full-Time / Permanent Role (subject to 6 months Probation)
Salary €35,550 - €48,880 per annum (depending on Skills, Qualification and Experience)

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.

Duties & Responsibilities

• 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.
• Any other relevant tasks that may be assigned by management.
• 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”.

Requirements

• 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.
• Permission to work in Ireland.
• Good working knowledge Microsoft office products (SharePoint, Excel)
• Knowledge of CRM systems and the social housing or co-operative housing sector would be an advantage (but not essential).

Conditions of Employment

Salary
Competitive salary commensurate with experience. (CHI operates a performance-based salary model that allows for annual salary increases on a set salary range through performance).

Annual Leave
Annual leave will be 22 days (exclusive of 10 public holidays), plus an additional 3 Privilege days per year. Annual leave increases through length of service and can also be additionally accrued as paid time off in lieu of overtime (TOIL).

Pension
Co-operative Housing Ireland offers a defined contribution pension scheme. Employees have access to the scheme on successful completion of their six-month probationary period.

Training & Development
Continuous professional development, training & further education courses, study & exam leave and professional membership fees are paid for at CHI’s discretion where relevant.

Travel & Subsistence
Travel and subsistence expenses will be paid according to CHI Policy, similar to public sector rates.

Selection Process

The closing date for applications is 5pm on Tuesday 30th April 2024

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

How to Apply: 

Interested applicants should submit a CV and Cover Letter this link by following the link on the website on https://www.cooperativehousing.ie/careers.

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).