Customer Resolutions Coordinator

4 weeks ago

Liverpool, United Kingdom The Riverside Group Full time

**Job Title**:Customer Resolutions Coordinator

**Contract Type**:Permanent

**Salary**:£ 25,979 (£28,714 is achieved after 12 months successful performance in the role)

**Working Hours**:Full-Time 35 hours

**Working Pattern**:Monday - Friday

**Location**:Speke, Liverpool (Hybrid)

**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 Resolutions Coordinator
The Role holder will receive and respond to all customer and colleagues contacts in relation to services managed or delivered by building safety department including repairs, estate services, compliance and building safety through digital and telephone communications. Including enquiries (service delivery, charges, request for information), complaints, feedback through a Customer Service Desk.

**About you**

We are looking for someone with:

- Previous experience in a customer support role
- Track record of over-achieving performance targets
- Strong phone and verbal communication skills along with active listening
- Familiarity with Customer Relationship Management CRM systems and practices

**Role Profile**

**Role requires you to**:

- To operate all systems within Customer Resolution team in accordance with written procedures and operating manuals.
- To identify relevant information required from other teams: which will enable an efficient first point of contact service for customers (1st line colleagues and 2nd line contact for customers).
- Build sustainable relationships and engage customers by going the extra mile and role modelling Our Riverside Way values
- Update customer records in our system, including notes about conversations and outcomes
- To initiate appropriate action to resolve customer enquiries and requests for services.
- To maintain accurate and up-to-date records of customer contacts
- 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.
- Support the Customer Resolution officer where required to undertake customer call backs and send acknowledgement letter to customers upon receipt of complaint and establishment of the nature of complaint
- Undertake necessary interrogate systems and records and liaison with colleagues to obtain relevant information to resolve customer and colleagues’ enquiries.
- Signpost colleagues and customers to appropriate service with Riverside and assign salesforce and HOTH (House on the Hill) cases to colleagues where resolution cannot be achieved.
- Recording all customer interactions within Salesforce
- **Customer Enquiries**
- Receive customer service inquiries through CRM (Customer Relationship Management) system (Salesforce)
- Identify customers’ needs, clarify information and desired outcome for contact.
- 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.
- Liaise with colleagues where first contact resolution cannot be achieved to reach outcome for the customer to progress responses and ensure deadlines are met to achieve satisfactory resolution and closure.
- Allocate Complex enquiries to Snr Compliance/Repairs/contract officers.
- **Complaints**
- To receive complaints made via CRM system and make customer contact callbacks to acknowledge the complaint received, ascertain the nature of the complaint, update the complaint record, and allocate the complaint to the appropriate colleague's update case.
- **Stakeholder enquiries**
- Receive stakeholder service inquiries through CRM system (Salesforce)
- Identify colleague needs, clarify information and desired outcome for contact.
- 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, progr

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