Customer Care Operative
3 weeks ago
Job Title: Customer Care Operative
Contract Type: Permanent
Salary: £34,500 per annum
Working Hours: 35 hours per week
Working Pattern: Monday to Friday
Location: Prospect Head Office, Liverpool - Hybrid
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 Care Operative
You will manage and continually improve the Customer Services experience for customers to ensure the organisation remains a leader in Customer Services at the premium end of the homebuilding industry. You will also deliver a first-class service to our customers and address their maintenance needs and concerns though quality workmanship, professional attitude and within agreed timescales.
About you
We are looking for someone with:
Ability to communicate clearly and effectively with customers and colleagues throughout the business. Construction industry knowledge and experience. Organisation and time management skills. Ability to work as part of a team.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 benefitsDiversity 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.
Applications may close before the deadline, so please apply early to avoid disappointment.
Role Profile
Be aware of and adhere to the requirements of the New Homes Ombudsman (NHO) dealing with any complaints in line with Prospect’s Complaints and Resolution Policy Work within the guidelines of the Warranty Provider and Prospect's standards. Review your diary and ensure that workload is allocated appropriately ensuring works can be completed right first time. Produce identity card on introduction, and ensure the property is adequately protected before commencement of works, including PPE and overshoes. Ensure all works are carried out in accordance with specific risk assessments. Provide clear verbal and written communication with customers and manage their needs and expectations appropriately. Utilise the Prospect’s Customer Communications Guide and Standard Letters. Maintain a smartly presented, polite, diligent, positive and professional attitude at all times; demonstrate knowledge and build customer confidence. Where required, carry out a pre-visit inspection in a customer’s home ensuring total transparency about what will be done and when. Source materials in preparation of visits and ensure that these are in line with their customers specification. Complete work instructions to customer’s satisfaction encouraging positive online review on completion of works. Enable us to service customers at their convenience; in exceptional circumstances this may require an operative to work later hours or at a weekend. Communicate daily with the office and Customer Services Team to update, record completed work instructions, reason for delays etc. Attend office weekly. Attend appointments as scheduled by the Customer Services team. Manage customer expectations as well as internal & external relationships. Take ownership of queries, resolving routine non-complex issues yourself and escalating more complex issues to your Customer Services Manager or Head of Customer Services. Work with Customer Services Advisors and colleagues to share knowledge and experience on works in customer’s homes. Escalate and report difficulties as a matter of priority to Customer Services Management. Feedback patterns of design or specification issues to Customer Services Management.Person specification
Knowledge, Skills and Experience
Essential
Time management and organisation skills. Empathetic and understanding towards customers. Clear communication skills both written and verbal. Construction industry knowledge and experience. Ability to work alone and as part of a team. Flexible, adaptable, and able to deal with issues and challenges. IT literate. Resilient Holder of a driving license-
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