Respond is committed to equal employment and growing a diverse workforce. If you do not “tick every box” there are likely other valuable attributes and skills that you have, that would make you a great fit for the organisation. We welcome applications from people of all cultures, nationalities, genders and from anyone who has historically faced social exclusion. If you feel this role is for you, then please apply.
Location: Airmount, Waterford
Reporting to: Contact Centre Coordinator
Terms: Full-time Permanent (39 hours per week - Mon-Fri)
1 Year Fixed Term contract (28 Hours per week Mon-Fri) rostered hours between 8.30am and 6.00pm
Hourly Rate:: €14.75 - €19.08 (Please note that offers are typically made at the beginning to mid-range of the advertised salary, based on skills and experience)

JOB PURPOSE:

To provide a professional service to customers when dealing with their initial enquiries and resolve a high percentage of those enquiries at the first point of contact. Signpost complex enquiries to the most suitable department or service area.

CORE DUTIES AND RESPONSIBILITIES:

• Providing a quality service to customers through being the first point of contact for enquiries over multiple contact channels including: telephone, email, face-to-face, letters.
• Supporting customers by resolving a high percentage of enquiries at the first point of contact, e.g. processing repair requests, providing lettings information and balance enquiries.
• Identifying complex issues and cases and escalating them to the appropriate subject matter expert within Respond.
• Identifying individual customers’ needs and demonstrating empathy in dealing with customers’ enquiries appropriately.
• Assist in the yearly rent review process for all tenants.
• Representing Respond in a positive manner.