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Homeless Officer

4 months ago

Liverpool, United Kingdom The Riverside Group Full time

Contract type: Permanent 
Full time: Full Time 35 hours per week 
Monday – Friday 
Location: Hybrid, Liverpool
You will manage all customer and colleagues' contacts / enquiries in relation to services managed or delivered by building safety department including repairs, estate services, compliance and building safety. Including enquiries, complaints, feedback through a Customer Service Desk. You will have experience of working within a customer service, housing or safety environment and have experience dealing with customer contacts dealing with complex enquiries, complaints and dispute resolution and customer focused. 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
Competitive pay & generous pension 
~28 days holidays plus bank holidays
~ Flexible working options available
~ Diversity and Inclusion at Riverside: 
At Riverside, we value diversity in all its forms. Co-ordinate the customer contacts, enquiries, complaints, and feedback process 
To contact Riverside’s customers by telephone in line with agreed procedures
To initiate appropriate action to resolve customer enquiries from third parties in line with their policies and procedures and adhering to their Service Level Agreements.
Manage complex customer service inquiries through CRM system (Salesforce)
Respond to customer service inquiries in an effective and courteous manner over the telephone and in writing.
To deal with enquiries relating to Repairs, estate services, compliance and building safety.
To provide help to customers with information, updates, and signpost services.
C365, Promaster, open housing etc. Work with and monitor Snr Compliance/Repairs/contract officers to resolve complex cases.
Complaints:
Complete customer call backs and send acknowledgement letter to customers upon receipt of complaint.
Establish and Analysis the nature of complaint and assignment of the Complaint case based on nature, staff availability etc with the support of Customer Resolution Team leader in accordance with guidance.
Undertake initial investigation upon direction of the customer Service team leader working in collaboration with shared spaces team and prepare case reviews to determine outcome of stage 1 complaints.
Regular update system on complaint process, resolution, outcomes, and lessons learned.
Manage escalated stakeholder service inquiries through CRM system (Salesforce)
Undertake investigations and required and respond to enquiries in an effective and courteous manner over the telephone and in writing.
To deal with enquiries relating to Repairs, estate services, compliance and building safety
To provide help to colleagues with requests for information, signposting, progress updates etc.
knowledge Contact relationship management systems (CRM) and 
Strong phone and verbal communication skills along with active listening
Knowledge of building safety activity and services and social housing 
Knowledge of Job management and compliance systems (open housing, promaster, C365)
BTEC or equivalent in customer services / housing
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