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

Role Overview:

As a Customer Resolution Officer, you will play a crucial role in enhancing customer satisfaction and ensuring compliance with our service standards. Your responsibilities will include:

  • Providing exceptional customer service and ensuring adherence to our Customer Promise in all interactions.
  • Collaborating with the Rent & Service Charge team to guarantee that all service chargeable activities align with established policies and procedures.
  • Acting as an escalation point for customer inquiries and complaints, particularly those related to Service Charge Consultations.
  • Conducting thorough investigations into Service Charge disputes and working towards effective resolutions.
  • Supporting affordability assessments for new services and cost adjustments resulting from procurement.
  • Assisting in maintaining accurate records of services and charges in our IT systems, ensuring compliance with Tenancy Agreements and statutory obligations.
  • Engaging with various departments to identify and recover service chargeable costs effectively.
  • Monitoring service charge accounts throughout the financial year in alignment with approved budgets.
  • Analyzing data to identify trends and report key issues to the relevant teams.

Key Qualifications:

We are seeking candidates who possess:

  • Proven experience in a customer service environment, adept at handling complex inquiries and dispute resolution.
  • Strong communication skills, both written and verbal, with the ability to engage effectively at all organizational levels.
  • Proficiency in IT, particularly with Microsoft Office applications, including Excel for data analysis.
  • A solid understanding of financial calculations and cost analysis related to service delivery.
  • Excellent investigative skills to resolve customer issues efficiently.

Why Choose Riverside?

Riverside is a unique housing association dedicated to improving the lives of our customers. With a rich history of over 90 years, we are committed to revitalizing communities and providing essential housing solutions. Our extensive portfolio includes over 75,000 affordable homes across the UK, and we pride ourselves on our diverse range of services.

Joining Riverside means enjoying competitive compensation, generous holiday allowances, flexible working arrangements, and a commitment to your professional development.

Commitment to Diversity:

At Riverside, we celebrate diversity and are committed to creating an inclusive workplace where everyone feels valued and empowered. We are proud to be a Disability Confident Employer and offer guaranteed interviews for applicants who meet the minimum criteria.

Note: Applications may close before the stated deadline, so early submission is encouraged.

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