Customer Resolutions Coordinator

3 weeks ago


Liverpool, United Kingdom The Riverside Group Full time

**Job Title: Customer Resolutions Coordinator**
**Contract type: Permanent role**
**Full time: 35 hours per week**
**Salary: £25,979 - £28,714 per annum**
**Working Pattern: Monday to Friday**
**Location: Liverpool / Hybrid**

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**

In this role you will r eceive 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, f or further information about this job please find the attached Job Description.

**So, who are you?**

We are looking for someone with previous experience in a customer support role, also you should be familiar with Customer Relationship Management CRM systems and practices, Ideally in this role you should have track record of over-achieving performance targets. Although not essential, a G CSE or A Level Math's and English 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 Profile**

Job Purpose
- 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.

**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



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