Housing Advisor

Clúid • Contract • Ireland, England, United Kingdom • 1d ago

Role Overview

Position: Housing Advisor
Reporting to: Housing Advice Centre Team Leader
Location: 159-161 Sheriff Street Upper, Dublin 1 (hybrid)
Contract: Fixed term until 31st December 2026
Salary: €32,584 - €44,803 (DOE)

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

Resident Experience
Service Delivery
Complaints and Resident Voice
Business Support
Collaborative Working

Resident Experience

Provide afirst-classresident experience, responding to a variety ofinbound and outbound enquiries through all applicable channels, seeking toresolve 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 ensuring 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 adviceand information to residents.
Take payments andmake 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 andassistanceon a range of estate management issuesincluding 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,managementand the ComplaintsManagerto effectively resolve complaintsrelating to all service areas in line withClúid’scomplaints policy.
Support with the completion of remedial actions or improvement commitmentsidentifiedthrough 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 outcomesfor 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 communication skills – both verbal and written, report writing, presentation
Ability to demonstrate good listening skills
Specialist role related knowledge
Excellent organisational and time management skills
Ability to multitask
Influencing and negotiation skills
Self-driven and motivated
Specialist Knowledge
A strong eye for attention to detail

Experience/Qualifications

2+ years experience in a customer facing role within retail or utilities
Previous experience working in a Contact Centre
Good knowledge of Microsoft Office (Outlook, Word, Excel, PowerPoint) & CRM systems
Exceeding customers’ expectations
Knowledge of the Housing / Repairs market
Complaint handling
Attaining service level agreements consistently
Experienced in identifying and reporting trending issues
Data Management & Analytics skills
Change Management and Innovation skills

#LI-Hybrid

About us

Clúid is at the forefront of providing affordable, quality housing in Ireland, with a vision to create communities where everyone has a great place to live. We're looking for talented individuals passionate about making a tangible impact in people's lives and eager to contribute to social change.

Why Choose Clúid?
At Clúid, we believe that success is achieved through our dedicated and passionate team. Working with us, you'll enjoy:

Dynamic Working Environment: Thrive in a supportive, innovative, and collaborative workspace. 
Flexible Working Arrangements: We support work-life balance with flexible working options with Hybrid working options.
Comprehensive Training and Development Opportunities: Grow professionally with our continuous learning opportunities.
Employee Benefits: 25 days annual leave +3 additional days over Christmas and Good Friday, 10% Pension, VHI, Employee Assistance Programme, Bike to work, Tax Saver Travel, Sick Pay, Payment Income Protection, Paid Maternity Leave, Paid Paternity Leave.
Inclusive Culture: Be part of an organisation that values diversity and inclusion, recognised with a Gold Award from Investors for Diversity.