Customer Service Advisor

The Riverside Group; Carlisle; On-site; GBP 27,000; Full time

Job summary

A leading social housing organization in the UK seeks a Customer Service Advisor to enhance customer satisfaction. In this role, you will provide support via phone, email, and digital platforms while addressing customer inquiries and complaints. The position offers a competitive salary with opportunities for growth and ongoing training. The working hours are 35 per week, rotational between 7am and 10:15pm. Join a team committed to making a difference in the community.

Benefits

Competitive Pay

Generous Pension

28 Days Holiday plus Bank Holidays

Investment in learning and development

Community volunteering opportunities

Modern office space

Free hot drinks

Qualifications

• Strong ability to positively engage with customers.
• Capable of confidently speaking to customers on the phone.
• Enjoy problem-solving and helping customers.
• Able to navigate multiple systems and software.

Responsibilities

• Provide support to customers across various platforms.
• Solve problems ensuring the best outcomes for tenants.
• Maintain accurate customer records in the CRM system.
• Handle challenging calls including complaints.

Skills

Enthusiasm and passion

Excellent verbal and written communication skills

Problem-solving skills

Ability to engage positively with customers

Computer and IT literacy

Job description

Start date early February

Why Riverside?

At Riverside, we share a passion and a vision to enhance the everyday lives of our customers. To achieve our vision, we’ve been improving the way we work and how we deliver our services so that we always put our customers first. Our people are at the heart of everything we do, and our values underpin our decisions, processes and services that we deliver. We are looking for like-minded people to join us on our journey to deliver exceptional customer service to our Riverside families. If this sounds like you and the values that you embrace, then read on to find out more about our Customer Service Advisor role.

A Day in the Life

• Provide support to our customers with care and trust across phone, email and digital platforms (inbound and outbound)
• Think on your feet to solve a problem ensuring the best possible outcome for our tenants
• Work in collaboration with other internal and external teams to provide effective outcomes
• Have the confidence to handle challenging calls including customer dissatisfaction and complaints
• Accurately recording and maintaining customer records on our CRM system
• Build relations with our customers to identify any vulnerabilities or support needs to ensure an inclusive service to all is offered
• Have a good working knowledge of our policies and procedures
• Liaising with other areas of the wider business to ensure speedy resolutions
• Be a trusted point of contact for providing advice on things such as account and affordability, minor repairs issues in the home and identifying when a person needs help
• Be flexible to business changes, tasks and processes and being adaptable to your workload

What You’ll Need

• Enthusiasm and passion bringing energy to the role
• You’re a “people person” and know that there is an art to engaging positively with our customers whilst working on the right resolution for them
• Display confidence on the phone in speaking to strangers and getting to grips with their query
• The ability to problem-solve with a positive and proactive approach
• Ability to move between media channels and support other areas as and when required
• Positive mindset to want to help change the lives of our customers
• Confidence to put forward your ideas and suggest new ways of working
• You’ve got the right attitude - you take pride in your work, understand the importance of being on time and are committed to helping us drive our Contact Centre forward!
• Excellent verbal and written communication skills along with the ability to effectively listen and empathise with our customers
• Computer and IT literate to navigate multiple systems and software applications

What We Will Offer You

• Brilliant culture where everyone is valued and included creating a fun, working environment, a place where collaborative working is welcomed
• Competitive Pay and Generous Pension
• 28 Days Holiday plus Bank Holidays
• Investment in your learning and development
• Riverside Rewards to help with the cost of living with great deals at some big name brands such as Specsavers, Tui, Halfords, M & S, Sainsbury’s
• Extensive induction programme to set you up for success
• Opportunities for growth, development and career advancement
• Opportunities to give back to the community and take part in volunteering days and charity events
• Annual Star awards to reward and recognise the fantastic contributions of our people
• Modern office space with private parking
• Free hot drinks

Are you ready to make a difference?

If you're ready to take on a rewarding role where you can make a difference, apply via our careers site and upload your CV and a Cover Letter explaining why you're the perfect fit for this position. We look forward to welcoming you to the Riverside Housing Association family!

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.

Recruitment Process

Two stage process to include Group Assessment Centre followed by Competency Based Interview for successful candidates.

About Us

Riverside is one of the UK’s leading not-for-profit social housing and regeneration organisations, owning or managing around 75,000 homes from Irvine to Kent. We are a leading provider of supported housing services, particularly for those affected by homelessness, and our track record of transforming lives and revitalising neighbourhoods dates back over 90 years. We have plans to build over 15,000 affordable homes over the next decade.

Job Title:Customer Service Advisor
Contract Type:Permanent
Salary:£26,840.68 Per Annum (£29,499.27 Per Annum is achieved after 12 months successful performance in the role)
Working Hours:35 hours per week
Location:Carlisle
Working Pattern:Rotationpattern between 7am – 10:15pm