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Customer Service Resolution Specialist
2 months ago
Job Title: Customer Resolution Officer
Contract Type: Permanent
Salary: £35,257.10 per annum ( £38,803.86 is achieved after 12 months successful performance in the role)
Working Hours: 35 Hours per week
Working Pattern: Monday-Friday/Hybrid
Role Overview:
As a Customer Resolution Officer, you will play a pivotal role in ensuring that our clients receive exceptional service. Your responsibilities will include:
- Assisting colleagues within Asset Services to guarantee that all activities and expenditures are managed effectively.
- Facilitating consultations to ensure we can recover income from clients in line with their agreements.
- Supporting the distribution of charges, maintaining financial records, and addressing customer inquiries regarding charges, complaints, and disputes.
- Investigating service charge disputes and guiding them to resolution.
Candidate Profile:
We are seeking an individual who possesses:
- Experience in a customer service setting, adept at handling complex inquiries, complaints, and dispute resolution.
- Strong customer orientation with excellent communication skills, both written and verbal, capable of engaging with all levels of the organization.
- Proficiency in IT, particularly with the Microsoft Office suite, including Excel, and a strong aptitude for data analysis.
- Knowledge of financial calculations and the ability to analyze and allocate service costs effectively.
- Strong investigative skills to support resolution processes.
Why Choose Riverside?
Riverside is not just a housing association; we are committed to enhancing the lives of our customers. With a legacy of 90 years, we have been revitalizing communities and providing essential housing solutions.
We offer:
- Competitive salary and a generous pension scheme.
- 28 days of annual leave plus bank holidays.
- Flexible working arrangements.
- Investment in your professional development and technology.
- A diverse range of employee benefits.
Commitment to Diversity and Inclusion:
At Riverside, we celebrate diversity in all its forms. We strive to create an inclusive workplace where every individual is respected and valued. Our commitment to inclusivity is integral to our success and enhances the experiences of our customers and colleagues.
Riverside is a Disability Confident Employer and operates a Guaranteed Interview Scheme for applicants who declare a disability, ensuring they meet the minimum role requirements.
Role Responsibilities:
- Delivering high-quality customer service while adhering to our Customer Promise for call handling and resolution.
- Collaborating with the Rent & Service Charge team to ensure compliance with policies.
- Acting as an escalation point for unresolved customer inquiries and complaints.
- Supporting the investigation of service charge disputes.
- Assisting in affordability reviews for new services and cost increases.
- Ensuring our IT systems accurately reflect service agreements for proper charge allocation.
- Working with procurement and contract managers to ensure accurate service charge apportionments.
- Monitoring service charge accounts throughout the financial year.
- Analyzing data to identify trends and report key issues.
- Ensuring compliance with relevant legislation regarding billing.
- Supporting variance monitoring of service charge expenditures.
- Liaising with contract managers to identify and recover service chargeable costs.
Required Skills and Experience:
Essential:
- Proven experience in a customer service role managing complex inquiries and disputes.
- Excellent communication skills and a customer-focused approach.
- Strong IT skills, particularly in Microsoft Office and data analysis.
- Understanding of financial calculations and service cost analysis.
- Effective investigative skills.
- Results-oriented with the ability to analyze complex information.
- Team player with flexibility to meet business needs.
- Attention to detail and ability to manage multiple priorities.
Desirable:
- Knowledge of job management and financial accounting systems.
- Familiarity with service charge legislation.
- Understanding of lease agreements and building safety activities.
