Job Title: Customer Service Advisor

Contract Type: Permanent

Full time: 35 hours per week

Salary: £23,165 subject to 10% increase after one year

Working Pattern: Shift rota

Location: Carlisle

For your Application to be considered please ensure you complete and attach alongside your CV a Supporting Statement detailing in a few sentences why you have applied and feel you are a suitable candidate for this role

Applications may close before the deadline, so please apply early to avoid disappointment.

Want to make a real difference to the lives of people? For over 90 years, The Riverside Group has been providing affordable housing across the UK to people as well as care for the elderly and support for those who face homelessness.

The difference you’ll make

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 and provide front line reception service to customers. You will also administer the letting system in line with the Riverside Group policies and procedures and deal with customer enquiries which may be face to face, include attending to visitors whilst promoting a culture of customer care and continuous improvement.

So, who are you?

Essentially, we’re looking for someone with experience of delivering administrative services, who is able 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. You’ll also need NVQ or equivalent.

Enjoy the rewards

Working with us, you’ll enjoy competitive pay, 28 days holidays plus bank holidays, a wide range of benefits, flexible working and the chance to learn valuable new skills. We empower our people to do great work by investing in learning, personal development and technology.

If you’re the kind of person that wants to do a really great job and make a difference to our customers, we think you’ll love it here. Sound like a challenge you’d like to take on? Then get in touch and let’s talk about how you can help us transform lives and revitalise neighbourhoods.

We encourage applicants from all sections of the community so that we can truly reflect the neighbourhoods in which we work.

Role Profile

To work as part of a team to deliver a wide range of functions such as allocations, administrative support including lettings, repair logging and complaints and provide front line reception service to customers.

Role requires you to:

Strategy and service development

• To administer the letting system in line with the Riverside Group policies and procedures.
• To deal with customer enquiries which may be face to face include attending to visitors whilst promoting a culture of customer care and continuous improvement.
• 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.

Service delivery

• To provide an efficient and welcoming reception and telephone services to all customers.
• To 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.
• 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.
  

Other 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.
• Access to a vehicle and a full driving licence is a desirable requirement of this post.
• Any other relevant duties as required by the designated manager.

Knowledge, Skills and Experience

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

NVQ or equivalent.

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.