Csc Advisor

**CSC Advisor**

**Permanent Full Time - 35 hours per week**

**Based in Liverpool**

**Salary £23,165**

**Working Pattern - Rotational shifts to be confirmed**

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**
- 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.
- 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.

**So, who are you?**
- Previous call centre and shift work experience.
- Relevant experience of the customer service of Housing industry.
- Customer focused.
- Ability to use own initiative.
- Problem solving skills
- Flexibility and willingness to respond positively to challenges
- Excellent Attention to detail and organisational skills.

**Essential/desirable criteria**
- Ability to work under pressure.
- The ability to think methodically
- Previous call centre and shift work experience. Experience of using relevant multiple housing systems.
- Experience of working as part of a team

**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 delivering high quality, cost-effective, 24-hour telephone based comprehensive housing and telecare service, resolving the service requests of customers of Riverside and Riverside Helpline.
- 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 arr