Job Title: Customer Service advisor
Contract Type: Permanent
Salary: £24975.78 (£27500.14 is achieved after 12 months successful performance in the role) salary to be pro rata
Working Hours: Part Time hours
Working Pattern: To be confirmed
Location: Liverpool
For your application to be considered please attach a current CV and cover letter.
Applications may close before the deadline, so please apply early to avoid disappointment.
Why Riverside?
At Riverside, we’re a housing association with a difference – enhancing the everyday for all our customers. For 90 years, we’ve been revitalising neighbourhoods and supporting communities by providing the homes they need to live full, fulfilling and rewarding lives.
We have a portfolio of over 75,000 affordable residential and retirement homes across the UK. Our work ranges from homelessness services to social care, employment support to retirement living, and we need the best people on board to help us.
Working with us, you’ll enjoy:
- Competitive pay & generous pension
- 28 days holidays plus bank holidays
- Flexible working options available
- Investment in your learning, personal development and technology
- A wide range of benefits
The difference you will make as CSC advisor
The role holder will work as part of a team to deliver a wide range of functions such as allocations, administrative support including lettings, repair logging and complaints.
You will also provide administrative and clerical support including reception, void and lettings services in accordance with Riverside policies and procedures ensuring that a quality customer service is provide all times.
About you
We are looking for someone with an experience of delivering administrative services
You’ll need to demonstrate IT Skills to include a basic proficiency in Microsoft Office including Word and Excel as well as a willingness to learn specific IT systems used within Care and Support; and complete relevant IT training where required.
Although not essential an NVQ or equivalent would be an advantage.
Role profile
Role requires you to:
- To administer the letting system in line with the Riverside Group policies and procedures.
- To work towards the delivery of Divisional performance targets, assisting in producing reports, tables and statistical information in relation to the performance of divisional targets set in a timely and accurate information as and when required.
- To provide an efficient and welcoming reception and telephone service to all customers in line with Riverside service standards.
- To provide administrative and clerical support including void and lettings services in accordance with Riverside policies and procedures ensuring that a quality customer service is provide all times.
- To maintain and administer office records and systems for complaints, commencement and termination of tenancies in accordance with Riverside procedures.
- To liaise with a wide range of internal and external partners with regard to specific areas of service delivery such as repairs and maintenance, contractors and debt recovery providing advice and assistance and if required referral for more detailed assistance.
- To participate and contribute to Customer Focused Service Reviews as required and to promote a culture of ‘customer care’ and Continuous improvement.
- To be able to use a wide range of IT packages such as Microsoft word, excel and spreadsheets and to be able to maintain various databases and IT packages.
- To provide a range of administration duties such as post, stationery, flexi system and general office duties.
- To provide a high quality, customer-orientated service championing “The Riverside Service Style” practices.
- Constantly review work outputs, setting improvement targets and appraising individual performance.
- Participate in the work of the Divisional team, encouraging innovation.
- Undertake personal development and training as necessary to keep up to date with legal, political, financial and other developments in the fields of housing and customer service.
- To ensure that health and safety requirements are complied with in accordance with Riverside’s policy and procedures and statutory requirements.
- To ensure compliance with Riverside’s Equality and Diversity policy, in respect of employment and service delivery.
- Ensure that all data is compliant with legislation and policies relating to data quality.
- To actively promote Riverside locally.
- Any other relevant duties as required by the designated manager.
Person specification
Essential
- Experience of delivering administrative services.
- To demonstrate IT Skills to include a basic proficiency in Microsoft Office including Word and Excel as well as a willingness to learn specific IT systems used within Care and Support; and complete relevant IT training where required.
Desirable
Additional Information
- The Group has offices across the UK and on this basis, there will be the requirement to travel to other locations to effectively perform this role.
- The role will be exposed to sensitive information, therefore the role holder is expected to maintain levels of confidentiality at all times.
- In order to fulfil the requirements of this role, you will be required to work flexibly during the hours of operation.
- The role holder is expected to be committed to equal opportunities and to promote nondiscriminatory practices in all aspects of work undertaken.
- Please note, apprentices must not hold a higher or degree qualification.