Job Title: Customer Service Advisor

Contract Type: Permanent 

Salary: £26,250.05 (£28,90.68 is achieved after 12 months successful performance in the role)

Working Hours: 35 hrs per week

Location: Speke, Liverpool

 Working Pattern: Rotation 3

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 Service Advisor.
You will work as part of a team delivering high quality, cost-effective, 24-hour telephone based comprehensive housing and telecare service, resolving the service requests of customers of Riverside and Riverside Help Line. The role will require you to deal with all service enquiries to Riverside through a variety of media (phone, text, email and web) and diagnose and order repairs including liaison with contractors and guiding customers through simple processes to resolve issues themselves. Finally, you will provide identification of rechargeable repairs through appropriate questioning, explanation of policy and taking payment, identify repairs under defects and provide advice and order under specialist database. 

 

About you
We are looking for someone with excellent customer service skills and have had previous experience in working in a customer focused environment. The ideal candidate will be IT literate and have good written and verbal communication skills. This role will require someone who is an active listener and able to support our customers.

 

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. 

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

Role Profile

• Deal with all service enquiries to Riverside through a variety of media (phone, text, email and web). 
• Diagnose and order repairs including liaison with contractors and guiding customers through simple processes to resolve issues themselves, identification of rechargeable repairs through appropriate questioning, explanation of policy and taking payment, identify repairs under defects and provide advice and order under specialist database. 
• Provide information and respond to enquiries on planned and cyclical maintenance programmes specific to individual property or location.
• Identification and processing of applications for housing and transfers and exchanges using the system and avenue appropriate for the specific location and request type. 
• Raise rent account issues, handling rent account enquiries, making payment agreements, taking payments, setting up direct debits, providing advice, carrying out welfare benefit checks and calculations and making referrals or recommendations. 
• Provide advice and assistance on housing management issues including tenancy matters such as transfers, joint tenancies and successions; information on neighbourhood management and environmental issues and local neighbourhood initiatives. 
• Manage contacts regarding ASB including listening sympathetically, assessing appropriate advice to be given based on history and information provided by caller, recording of report on HUB database and referring to specific local specialist or external agency. 
• No Second Night Out contacts to be handled by eliciting and noting required information to ensure safe and prompt interaction from site based team. Identify through customer interaction or direct request the need for an aid or adaptation, the level of adaptation required and provide advice, order adaptation or make referral as is appropriate. 
• Provide advice and information on Home Ownership properties available and log specific details if interest with customers for divisional action. 
• Diagnose and identify whether any repair requests from Home Ownership customers are covered under the specific repairing agreement of the individual scheme and provide appropriate advice or order repair. 
• Owning critical incidents and co-ordinating response of parties including emergency services and escalation with local staff and co-ordination and arrangement of emergency accommodation, meals, transport etc. 
• Participate in outbound calls as follows; Arrears pursuance and identifying relevant advice. Benefit issues, taking payments, making and monitoring arrangements, setting up direct debits. Customer service calls to facilitate service quality benchmarking, making appointment for annual gas checks, other individual outbound call initiatives that may arise e.g. Diversity Profiling, divisional call back performance, specific operational surveys as requested. 
• Provide out of hours service to external organisations as per contract with riverside. Understand out of hour’s database and each individual organisation’s policies and procedures to enable advisor to handle calls such as: diagnosing repairs, managing emergency repairs process with external contractors, providing advice on ASB and recording reported incidents, general local authority services and deploying contractor where necessary. Owning critical incidents and coordinating response for parties including emergency services, escalation within the external organisation. 
• Supporting individuals who are elderly, vulnerable or disabled to live independently through operating central control equipment to provide an emergency and monitoring service for internal and external clients of the Helpline Service. This includes: 
• Receiving calls and identifying individual needs and deciding whether the individual needs intervention from family members, neighbours or emergency services. 
• Responding to alerts from property exit sensors, fire alarms, sounder beacons, movement sensors, fall detectors, medication carousels, gas, carbon monoxide and flood detectors, gas shut off sensors, epilepsy sensors, bogus caller alarms, intruder alarms, bed occupancy sensors, inactivity sensors, enuresis sensor by contacting the individual, assessing response and if necessary taking control of the situation by deploying appropriate support response e.g. emergency services, family, neighbour etc. 
• Manage access to emergency services via remote access to on site safe and providing remote guidance around the scheme using site plans to assist. 
• Responding to alerts or calls from communal areas in schemes. 
• Undertaking outbound calls to vulnerable residents / those at risk to ensure their health, safety and wellbeing, interpreting responses and conversations and responding appropriately. 
• Diagnosing and logging repairs to property and equipment and arranging contractor attendance. 
• Carry out daily line checks to schemes and engage with telecoms companies to resolve any failures/ issues that arise. 
• Liaise with dispersed customers to test for fault on individual system. 
• Update call history notes after each individual contact. Update scheme manager notes to enable continuity of service. 
• Constantly update system in response to information provided by scheme manager and CSC regarding occupation. 
• Manage rolling programme of scheme and dispersed updates to ensure customer records are up to date and in compliance with TSA regulations. 
• Carry out daily back-ups of system data in case of system failure or evacuation. 
• Carry out daily check regarding disaster recovery equipment and materials.

Other Duties 

• To provide a high quality, customer-orientated service championing “The Riverside Service Style” practices. 
• Constantly review work outputs, setting improvement targets and appraising individual performance. 
• Participate in the work of the team, encouraging innovation. 
• Undertake personal development and training as necessary to keep up to date with legal, political, financial and other developments in the fields of housing and customer service 
• To ensure compliance with Riverside’s Equality and Diversity policy, in respect of employment and service delivery. 
• Ensure that all data is compliant with legislation and policies relating to data quality 
• To actively promote Riverside locally. 
• To ensure that health & safety requirements are met in accordance with Riverside’s policy and procedures and statutory requirements. 
• Any other relevant duties as required by the designated manager. 

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