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Customer Service Advisor

Posted 6 days ago by Riverside Group
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Salary icon £26,250 per annum
Location icon Carlisle , Cumbria

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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) Pro rata
Working Hours: 30 per week
Location: Carlisle
Working Pattern: As below

Week Mon Tue Wed Thurs Fri Sat Sun
1 06:30 – 12:30 06:30 – 12:30 06:30 – 12:30 06:30 – 12:30 06:30 – 12:30 Rest Day Rest Day
2 08:45 – 14:45 08:45 – 14:45 08:45 – 14:45 08:45 – 14:45 Rest Day 06:30 – 12:30 Rest Day
3 09:15 – 15:15 09:15 – 15:15 Rest Day 09:15 – 15:15 09:15 – 15:15 Rest Day 06:30 – 12:30

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-ordinat...
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    Reference: 52645114

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