Customer Service Assistant

4 weeks ago

Kingston upon Hull, United Kingdom The Riverside Group Full time

**Job Title**:Customer Service Assistant

**Contract Type**:Permanent

**Salary**:£21,468 Pro Rata (£22,184 Pro Rata is achieved after 18 months successful performance in the role)

**Working Hours**:Part Time 15 hrs per week

**Working Pattern**:15 hours fixed and flexi on a rolling 3 week rota

**Location**:Hull, Kingston Upon Hull

**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 (Full Time Equivalent)
- Flexible working options available
- Investment in your learning, personal development and technology
- A wide range of benefits

**The difference you will make as a Customer Service Assistant**

The role holder will be 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

**About you**

We are looking for someone with:

- 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.

**Role Profile**

**Accountabilities or “What You Have to Do”**
- 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.
- 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.
- 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.

**Desirabl

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