Customer Resolution Officer

The Riverside Group; Liverpool; On-site; GBP 24,000 - 36,000; Full time

Job description

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 manage all customer and colleagues' contacts/enquiries in relation to services managed or delivered by the building safety department including repairs, estate services, compliance, and building safety. This includes enquiries, complaints, and feedback through a Customer Service Desk. Monitor daily activity, contact allocation, volumes, resolutions, closures etc. across the team and take ownership of all complex and escalated cases. Management of all customer and colleague contacts to resolution working in collaboration with colleagues across the department where required.

About you

Applications will only be considered from candidates with experience in complex case resolution. Prior experience in handling complaints is preferred.

We are looking for someone with:

• Experience of working within a customer service, housing or safety environment dealing with complex enquiries, complaints and dispute resolution.
• Customer focused with excellent written and verbal communication skills, with the ability to work at all levels within the business.
• Experience in complaint handling and customer service.
• Knowledge of Contact relationship management systems (CRM).
• Strong phone and verbal communication skills along with active listening.

Why Riverside?

One Housing is part of 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, 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.

Role Profile

• To support the Team leader, develop, implement, and maintain all systems within the Customer Services team.
• Collaborate with colleagues to obtain relevant information required to drive improvement with first contact resolution.
• Build sustainable relationships and engage customers, stakeholders, and colleagues by going the extra mile and role modelling Our Riverside Way values.
• Co-ordinate the customer contacts, enquiries, complaints, and feedback process.
• To initiate appropriate action to resolve customer enquiries and requests for services.
• To maintain accurate and up-to-date records of customer contacts.
• To contact Riverside’s customers by telephone in line with agreed procedures.
• To initiate appropriate action to resolve customer enquiries from third parties in line with their policies and procedures.

Customer Enquiries

• Manage complex customer service inquiries through CRM system (Salesforce).
• Identify customers’ needs, clarify information and desired outcome for contact.
• Respond to customer service inquiries in an effective and courteous manner over the telephone and in writing.
• To deal with enquiries relating to Repairs, estate services, compliance, and building safety.
• To provide help to customers with information, updates, and signpost services.
• Liaise with colleagues where first contact resolution cannot be achieved to reach outcome for the customer to progress responses and ensure deadlines are met.

Complaints

• Complete customer call backs and send acknowledgement letter to customers upon receipt of complaint.
• Establish and analyze the nature of the complaint and assignment of the Complaint case.
• Undertake initial investigation upon direction of the customer Service team leader and prepare case reviews.
• Deliver comprehensive stage 1 responses to customers, ensuring all issues are fully addressed.
• Regularly update system on complaint process, resolution, outcomes, and lessons learned.

Stakeholder Enquiries

• Manage escalated stakeholder service inquiries through CRM system (Salesforce).
• Identify colleague needs, clarify information and desired outcome for contact.
• Undertake investigations and respond to enquiries in an effective and courteous manner.
• To deal with enquiries relating to Repairs, estate services, compliance, and building safety.

Person Specification

Essential

• Experience of working within a customer service, housing or safety environment dealing with complex enquiries, complaints and dispute resolution.
• Customer focused with excellent written and verbal communication skills.
• Experience in complaint handling and customer service.
• Knowledge of Contact relationship management systems (CRM).
• Strong phone and verbal communication skills along with active listening.
• Ability to multi-task, set priorities and manage time effectively.
• Problem solving skills.
• Attention to detail and ability to manage multiple cases simultaneously.

Desirable

• Knowledge of building safety activity and services and social housing.
• Knowledge of job management and compliance systems.
• BTec or equivalent in customer services / housing.