Customer Service and Support Associate
4 days ago
**Job Summary:**
The Customer Service Assistant will be responsible for delivering an efficient and customer-focused service from the reception location within one of Riverside’s extra care facilities.
**Key Responsibilities:**
- Provide support to the Contract Manager, Service Manager, and Events Coordinator on site, dealing with general admin duties and enquiries, as well as logging all repairs at the time they are reported, collation of contract information and returns.
- Use your interpersonal skills to work as part of a team, liaising with other professionals on site and providing a positive first impression that promotes excellent customer service.
- Provide statistical information in line with the PFI contractual obligations.
- To log all requests for information, repairs, complaints, requests for the Handyperson, ensuring timescales within the PFI contract are adhered to at all times.
- Answer the telephone meeting the relevant performance standards, and in line with the expectations of the Riverside service style.
- Work as part of a multi-agency team to deliver a seamless service to the customer.
- Take responsibility for handover of the service to the onsite care team.
- Work alongside colleagues to ensure a visible presence in terms of safety and security within the service.
- Take responsibility for emergency calls via the Tunstall technology.
- To respond to housing management queries from customers and visitors
- Ensuring appropriate recording and IT systems are in place and in working order.
- Manage the room booking system and assisting the Wellbeing and Events Coordinator in the organisation of the events programme.
- Cover other sites were directed by manager to cover for absence and cover leave.
- The role of Customer Service Assistant will be on a rolling rota and there will be expectations around working evening and weekends.
**Requirements:**
- Experience of working within a housing and/or support environment
- Experience of working with vulnerable customers
- Good communication and conflict resolution skills
- Good understanding and experience of systems (Microsoft Office and databases)
- Report writing.
- Organisational skills
- Flexible and responsive attitude
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