Customer Service Advisor

7 months ago

Carlisle, United Kingdom The Riverside Group Full time

**Job Title**:Customer Service Advisor
**Contract Type**:Permanent
**Salary**:£26,250.05 (£28,90.68 is achieved after 12 months successful performance in the role)
**Working Hours**:35 hrs per week
**Location**:Carlisle
**Working Pattern**:Rotation 2

**The difference you will make as a Customer Service Advisor.**

**About you**

**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

**Diversity and Inclusion at Riverside**:
We are inclusive. At Riverside, we value diversity in all its forms. We foster a workplace where all individuals are respected, empowered, and heard. Our commitment to inclusivity drives our success and enriches the lives of our customers and colleagues.

**Role Profile**
- Diagnose and order repairs including liaison with contractors and guiding customers through simple processes to resolve issues themselves, identification of rechargeable repairs through appropriate questioning, explanation of policy and taking payment, identify repairs under defects and provide advice and order under specialist database.
- Provide information and respond to enquiries on planned and cyclical maintenance programmes specific to individual property or location.
- Raise rent account issues, handling rent account enquiries, making payment agreements, taking payments, setting up direct debits, providing advice, carrying out welfare benefit checks and calculations and making referrals or recommendations.
- Provide advice and assistance on housing management issues including tenancy matters such as transfers, joint tenancies and successions; information on neighbourhood management and environmental issues and local neighbourhood initiatives.
- Manage contacts regarding ASB including listening sympathetically, assessing appropriate advice to be given based on history and information provided by caller, recording of report on HUB database and referring to specific local specialist or external agency.
- No Second Night Out contacts to be handled by eliciting and noting required information to ensure safe and prompt interaction from site based team. Identify through customer interaction or direct request the need for an aid or adaptation, the level of adaptation required and provide advice, order adaptation or make referral as is appropriate.
- Provide advice and information on Home Ownership properties available and log specific details if interest with customers for divisional action.
- Diagnose and identify whether any repair requests from Home Ownership customers are covered under the specific repairing agreement of the individual scheme and provide appropriate advice or order repair.
- Owning critical incidents and co-ordinating response of parties including emergency services and escalation with local staff and co-ordination and arrangement of emergency accommodation, meals, transport etc.
- Participate in outbound calls as follows; Arrears pursuance and identifying relevant advice. Benefit issues, taking payments, making and monitoring arrangements, setting up direct debits. Customer service calls to facilitate service quality benchmarking, making appointment for annual gas checks, other individual outbound call initiatives that may arise e.g. Diversity Profiling, divisional call back performance, specific operational surveys as requested.
- Provide out of hours service to external organisations as per contract with riverside. Understand out of hour’s database and each individual organisation’s policies and procedures to enable advisor to handle calls such as: diagnosing repairs, managing emergency repairs process with external contractors, providing advice on ASB and recording reported incidents, general local authority services and deploying contractor where necessary. Owning critical incidents and coordinating response for parties including emergency services, escalation within the external organisation.
- Supporting individuals who are elderly, vulnerable or disabled to live independently through operating central control equipment to provide an emergency and monitoring service for internal and external clients of the Helpline Service. This includes:

- Receiving calls and identifying individual needs and deciding whether the individual needs intervention from family members, neighbours o

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