Customer Service Resolution Specialist

3 weeks ago

Liverpool, Liverpool, United Kingdom Riverside Full time

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
Location: Liverpool/Arlington.

Role Overview

As a Customer Resolution Officer, you will play a crucial role in enhancing the customer experience by providing exceptional support and resolving complex inquiries. Your responsibilities will include:

  • Assisting colleagues within Asset Services to ensure all activities and expenditures are appropriately managed.
  • Facilitating the recovery of income from customers in line with their Tenancy Agreements, Leases, or licenses.
  • Supporting the allocation of charges, maintaining financial records, and managing customer inquiries regarding charges, complaints, and disputes.
  • Investigating Service Charge disputes thoroughly until resolution.

Key Qualifications

We are seeking candidates who possess:

  • Experience in a customer service role, adept at handling complex inquiries, complaints, and dispute resolution.
  • Strong customer focus with excellent communication skills, both written and verbal, capable of engaging with stakeholders at all levels.
  • Proficiency in IT, particularly with the Microsoft Office suite, including Excel for data analysis.
  • Knowledge of financial calculations and the ability to analyze and apportion service costs effectively.
  • Strong investigative skills to resolve issues efficiently.

Why Choose Riverside?

Riverside is not just a housing association; we are committed to enhancing the lives of our customers. With a rich history of 90 years, we have been revitalizing communities and providing essential housing solutions. Our extensive portfolio includes over 75,000 affordable homes across the UK, and we offer a range of services from homelessness support to retirement living.

Working with Riverside means you will enjoy:

  • 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 comprehensive benefits package.

Commitment to Diversity and Inclusion

At Riverside, we embrace diversity in all its forms. We strive to create an inclusive workplace where every individual is respected and valued. Our commitment to inclusivity is fundamental to our success and enhances the lives of our customers and colleagues alike.

Riverside is a Disability Confident Employer and operates a Guaranteed Interview Scheme for applicants who declare a disability. We also have an Ethnic Diversity guaranteed interview scheme in place.

Applications may close before the deadline, so please ensure your application is submitted in a timely manner.

Role Responsibilities

  • Delivering high-quality customer service in compliance with our Customer Promise.
  • Collaborating with the Rent & Service Charge team to ensure adherence to policies and procedures.
  • Acting as an escalation point for customer inquiries and complaints.
  • Conducting thorough investigations into Service Charge disputes.
  • Supporting affordability reviews related to new services and cost increases.
  • Ensuring accurate recording of services and charges in our IT systems.
  • Collaborating with procurement and contract managers to ensure proper charge allocations.
  • Monitoring service charge accounts throughout the financial year.
  • Analyzing data to identify trends and report key issues.
  • Ensuring compliance with applicable legislation and regulations.
  • Assisting with variance monitoring of service charge expenditures.
  • Liaising with relevant departments to identify and recover service chargeable costs.

Person Specification

Essential Skills and Experience

  • Proven experience in a customer service environment with a focus on complex inquiries and dispute resolution.
  • Excellent communication skills with a customer-centric approach.
  • Strong IT skills, particularly in Microsoft Office and data analysis.
  • Knowledge of financial calculations and service charge apportionment.
  • Strong analytical and investigative skills.
  • Ability to work collaboratively with internal stakeholders.
  • Attention to detail and the ability to manage multiple priorities effectively.

Desirable Skills

  • Familiarity with job management and financial accounting systems.
  • Understanding of service charge legislation.
  • Knowledge of interpreting leases and legal agreements.
  • Awareness of asset and building safety activities.

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