Contact Centre Advisor

About the role

Respond, one of Ireland’s largest housing associations, is seeking a Contact Centre Advisor to join its Airmount, Waterford team. You will be the first point of contact for customers across multiple channels, helping to resolve enquiries quickly and efficiently while supporting the organisation’s vision of high‑quality housing for all.

Key responsibilities

• Handle inbound enquiries via telephone, email, face‑to‑face and letters, providing accurate information on repairs, lettings and balances.
• Resolve a high percentage of enquiries at first contact and accurately record interactions.
• Escalate complex cases to the appropriate subject‑matter experts.
• Assist with the annual rent review process for tenants.
• Maintain confidentiality and professional relationships with residents and external agencies.
• Represent Respond positively and act as an ambassador for customer service.
• Participate in team meetings and share knowledge with colleagues.

Required profile

• Minimum of 1 year recent experience in a call‑centre environment (within the last 3 years).
• Strong communication skills and the ability to demonstrate empathy.
• Ability to identify customer needs and route enquiries appropriately.
• Flexible approach to working hours to ensure coverage during core office times.

Required skills

What we offer

• Full‑time, 4‑month fixed‑term contract with rostered hours between 08:30 and 18:00.
• Hourly rate ranging from €14.75 to €19.08 (offers typically at the lower‑mid range based on experience).
• Supportive, inclusive workplace committed to diversity and equal opportunity.