Customer Resolution Officer

4 weeks ago

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.

If you share our values and are excited about making a significant impact at Riverside, please ensure you attach a current CV and covering letter. At Riverside we recruit to potential not just on skills and experience, so we encourage you to apply even if you don't meet all the essential criteria on the job description.

The difference you will make as a Customer Resolution Officer

You will Support colleagues within Asset services ensure any activities undertaken by the group and expenditure is incurred, receive appropriate consultation to ensure we have the ability to recover income from customers in accordance with terms of their Tenancy Agreements, Leases or licenses. Support apportionment of charges, financial records and reconciliations and deal with contacts with customers for charge enquiries, complaints and disputes, annual and ad-hoc Service Charge Consultations. Investigate Service Charge disputes through to resolution..

About you

We are looking for someone with

Experience working within a customer service environment dealing with customer contacts dealing with complex enquiries, complaints and dispute resolution and customer focused.. Customer focused with excellent written and verbal communication skills, with the ability to work at all levels within the business. Good IT skills, knowledge of Microsoft Office suite, including Excel (Pivot tables, charts etc) and data analysis and analytical skills Knowledge of Financial and cost calculation, analysis and financial apportionment of cost of services. Good investigation skills

Why Riverside?

At Riverside, we’re a housing association with a difference – enhancing the everyday for all our customers. For 90 years, we’ve been revitalising neighbourhoods and supporting communities by providing the homes they need to live full, fulfilling and rewarding lives. 

We have a portfolio of over 75,000 affordable residential and retirement homes across the UK. Our work ranges from homelessness services to social care, employment support to retirement living, and we need the best people on board to help us.

Working with us, you’ll enjoy:

Competitive pay & generous pension  28 days holidays plus bank holidays Flexible working options available Investment in your learning, personal development and technology A wide range of benefits

Diversity and Inclusion at Riverside:  

We are inclusive. At Riverside, we value diversity in all its forms. We foster a workplace where all individuals are respected, empowered, and heard. Our commitment to inclusivity drives our success and enriches the lives of our customers and colleagues. 

Riverside is a Disability Confident Employer and operates a Guaranteed Interview Scheme for any applicant who declares they have a disability. If the applicant meets the minimum requirements for the role (as set out in the role profile and/or person specification) they will be guaranteed an interview.

This role also falls under our Ethnic Diversity guaranteed interview scheme. If you are Ethnically Diverse and demonstrate you meet the minimum criteria for the role you will be guaranteed an interview.

Applications may close before the deadline, so please apply early to avoid disappointment.

Role Profile

Provide a high quality customer service at all times and ensuring compliance with Customer Promise for call handling, call backs, resolution and record all customer contact in the our customer relationship management (CRM) system. Liaise with Rent & service charge team and colleagues to ensure all service chargeable activities delivered by Asset Services comply with our Agreed policies and procedures. Provides escalation point of contact for customers in response to enquiries complaints, annual and ad-hoc Service Charge Consultations relating to Building Safety activities not resolved at first point contact through Customer service centre or frontline colleagues  Investigate Service Charge disputes through to resolution with support of Rent and service charge team and riverside home ownership and contract managers. Support any affordability reviews when introducing new services and increased costs resulting from procurement to determine charge setting. Support the Snr Data Assurance officer to ensure our IT systems record of services and charges reflect Tenancy Agreements, Leases and Statutory Obligations, in order to facilitate accurate and appropriate apportionment of charges.  Work with Procurement category manager and Contract managers to ensure that Service Charges apportionments and allocations for all activities are in accordance with lease, tenancy or other agreements  Identify customer impacted by procurement activities in line with customer consultation requirements and support the Customer Service officer (communications) with customer consultation including liaison with housing services management team to ensure all customer receive appropriate notification of activity, aware od contracts and charges to service charges. Support the budget holders monitoring of service charge accounts throughout the financial year in line with approved budgets and support fiancé business partner for financial projections. Working with finance business partner and business information analysist, analyse data, identify trends, reports key issues to shared spaces team and support action to help ensure that activities comply with statutory obligations and ensure accurate charging in line with group policies and procedures ensure that billings are conducted in accordance with applicable legislation and regulations, . Section 20 Consultations.  Support colleagues with regular variance monitoring of all service charge expenditure against income charged. Support ongoing reviews of nominal codes and expenditure. Establishing correct nominal apportionment's through liaison with relevant colleagues (such as the transaction service desk and finance business partners)  Liaises, where appropriate, with contract managers and delivery teams in other departments, including Shared Spaces, Asset Management & delivery to ensure service chargeable costs can be identified and recovered. Supports Riverside Home Ownership team on Depreciation and Sinking Fund records with the apportionment and monitoring of service charge accounts. 

Person specification

Knowledge, Skills and Experience

Essential

Experience working within a customer service environment dealing with customer contacts dealing with complex enquiries, complaints and dispute resolution and customer focused.. Customer focused with excellent written and verbal communication skills, with the ability to work at all levels within the business. Good IT skills, knowledge of Microsoft Office suite, including Excel (Pivot tables, charts etc) and data analysis and analytical skills Knowledge of Financial and cost calculation, analysis and financial apportionment of cost of services. Good investigation skills Results driven with strong analytical skills, including the ability to critically analyse complex information, and experience of providing meaningful management information. Excellent team player who can work flexibly to meet business requirements and ability to work with key internal stakeholders. Excellent attention to detail with the ability to work accurately under pressure, deliver to strict deadlines and manage conflicting priorities.

Desirable:

In-depth knowledge of job management and purchase ordering systems and financial accounting Knowledge and/or experience of both fixed and variable service charge delivery Knowledge and/or experience of Service Charge legislation including Landlords and Tenant Act 1985, Common hold and Leasehold Reform Act 2002, Service Charge (Consultation Requirements)(England) Regulations 2003) Knowledge of interpreting leases, legal agreements, service charge deeds, terms of transfer and tenancy agreements. Knowledge of Asset & building safety activities

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