About Hosting Power
Hosting Power is Ireland’s leading provider of medium-term accommodation solutions, offering international students and professionals access to high-quality housing options across the country. Established in 2014 and based in Dublin, we operate with a streamlined and a highly engaged team.
This role offers a unique opportunity to contribute directly to the evolution of our service offering and operational excellence.
The Opportunity
We are seeking a motivated and commercially aware Customer & Operations Associate who will take full ownership of customer complaints (claims), drive operational improvements, and play a key role in enhancing our service delivery.
As a core team member in a scaling organisation, you will have direct influence on operational practices, customer satisfaction strategies, and cross-functional collaboration with Marketing, IT, and external service partners.
Key Responsibilities
Customer Complaints and Escalation Management
- Take end-to-end ownership of escalated customer complaints and claims, ensuring timely, professional, and fair resolution.
- Conduct thorough investigations, determine root causes, and propose preventative actions to reduce complaint volumes over time.
- Deliver high-quality, empathetic customer service while protecting the commercial interests of the company.
Operational Process Development and Optimisation
- Identify and implement improvements to operational workflows, with a focus on reducing manual workload and increasing efficiency.
- Develop and maintain comprehensive internal manuals, operational guidelines, and Standard Operating Procedures (SOPs).
- Collaborate with external service partners to ensure adherence to Hosting Power’s operational standards.
Cross-Functional Communication and Strategic Input
- Analyse customer feedback data to identify service improvement opportunities and provide structured feedback to internal teams, including Marketing and IT.
- Participate in internal discussions aimed at improving the end-to-end customer journey.
- Contribute to initiatives that enhance the overall service offering and support business scalability.
Candidate Profile
Required Skills and Experience
- A minimum of 2–4 years of experience in a customer-facing role, with direct exposure to complaint handling and operational support.
- Proven track record of managing customer escalations and delivering satisfactory resolutions in a professional setting.
- Strong organisational and process-development skills, with experience in documenting procedures and optimising workflows.
- Excellent written and verbal communication skills.
- Ability to work independently, take ownership of tasks, and demonstrate initiative.
Desirable Experience
- Experience in hospitality, property management, rental services, or within a fast-paced startup environment is an advantage.
- Previous experience working cross-functionally with Marketing, IT, or Operations teams.
- A background in implementing or contributing to operational improvements or customer experience strategies.
What We Offer
- Competitive salary, commensurate with experience.
- A high-impact role with visibility and direct involvement in the growth and direction of a nominated startup.
- A dynamic, collaborative working environment with exposure to senior leadership from day one.
Why Join Hosting Power?
This position offers a unique opportunity to join a scaling business, where your contributions will have a visible and lasting impact. You will play a pivotal role in improving our service delivery, shaping operational processes, and contributing to the overall success of Hosting Power.
Job Types: Full-time, Permanent
Pay: Up to €55,000.00 per year
Schedule:
- 8 hour shift
- Day shift
- Holidays
- Monday to Friday
Application question(s):
- Have you previously developed or contributed to internal operational processes such as SOPs, manuals, or workflow improvements?
- Are you currently based in Dublin or willing to relocate to Dublin for a full-time, on-site position?
Education:
- Bachelor's (preferred)
Experience:
- Operations & Customer Escalations Management: 2 years (required)
Language:
- English fluently (required)
Work authorisation:
- Ireland (required)
Work Location: In person
Reference ID: HP004
Expected start date: 04/08/2025
