Customer Services Officer

About Us

Established in 2003, Circle Voluntary Housing Association is a prominent social housing provider in Ireland, committed to delivering quality homes and innovative integrated housing solutions to individuals and families. Our dedicated team, whose diverse experiences and values drive our success, has helped us provide over 2,500 homes and serve more than 5,000 residents, fostering thriving communities.

We value inclusivity and welcome applicants from all backgrounds, reflecting the diversity of the communities we serve. Our supportive work culture encourages personal growth, collaboration, and excellence.

Role Overview

The Customer Services Officer acts as the primary point of contact for tenants, customers, and stakeholders. As a key member of the Services team, this role supports all departments in delivering outstanding repairs and tenancy services. Responsibilities include addressing customer inquiries, managing repair requests, and providing information and guidance on housing and property services in a professional, courteous, and efficient manner.

Key Responsibilities

• Handle all service inquiries across various communication channels such as phone, email, webchat, and in-person visits.
• Deliver exceptional customer service aligned with Circle VHA’s WE HEAR values.
• Provide frontline support for repairs by assessing and recording initial calls, coordinating with relevant teams for follow-up actions.
• Communicate with contractors to monitor outstanding repairs and manage cancellations or completions as needed.
• Route incoming calls to appropriate departments and maintain electronic records of all interactions.
• Forward customer complaints and feedback to respective teams for resolution and capture customer insights.
• Organize mass communications to tenants via text messaging and email.
• Collaborate with internal and external parties to ensure timely service delivery.
• Promote and participate in customer engagement activities both virtually and in person.
• Follow up on non-access issues to rearrange repair visits.

Administrative Duties

• Analyze feedback from satisfaction surveys and support implementation of corrective and preventative measures to enhance service quality.
• Assist in developing and reviewing organizational policies, procedures, and guidelines aimed at improving customer experience.
• Gather information for specific requests, including Subject Access Requests.

General Responsibilities

• Conduct all services adhering to applicable regulatory frameworks.
• Maintain accurate, up-to-date records within IT systems.
• Contribute to service planning and set targets at team and individual levels.
• Actively participate and contribute constructively in team meetings.
• Coordinate with colleagues to ensure seamless service delivery to customers.
• Provide high-quality, customer-centered service consistently.
• Offer coverage for colleagues during absences such as annual or sick leave.
• Comply with all organizational policies, processes, and guidelines.
• Perform additional duties commensurate with the role as assigned.

Key Competencies and Knowledge

• Experience working in customer-facing roles.
• Familiarity with computerized filing systems.
• Strong prioritization skills.
• Ability to establish and maintain effective working relationships.
• Excellent communication abilities.
• Proficient use of Microsoft Office suite within a professional environment.