Customer Service Advisor

2 weeks ago

Carlisle, United Kingdom The Riverside Group Full time

**Job Title: Customer Service Advisor x 3**

**Contract Type: Permanent**

**Full time: 35 hours per week**

**Salary: £24,975.78 (£27,500.14 achieved after 12 months successful in the role)**

**Working Pattern: Rotation 3**

Week1 Monday, Wednesday, Thursday, Friday, Saturday 12:00 - 19:30

Week2 Monday, Tuesday, Wednesday, Thursday, Friday - 15:00 - 22:30

Week3 Monday, Tuesday, Wednesday, Thursday, Saturday, Sunday - 14:45 - 22:15

Week 4 Monday, Tuesday, Wednesday, Friday - 12:00 - 19:30

**Location: Carlisle
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.

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.

**So, who are you?**

Essentially, we’re looking for someone with experience of delivering administrative services

You’ll need to demonstrateIT 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.

**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 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 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 telephone service to all customers in line with Riverside service standards.

**Service delivery**
- To provide an efficient and welcoming telephone services to all customers.
- To maintain customer 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.

**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.
- 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

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