Customer Service Advisor

Riverside Group; Liverpool; On-site; GBP 28,000 - 30,000; Full time

Job summary

The Riverside Group is seeking a Customer Service Advisor to join our Speke team in Liverpool. You will handle inbound and outbound customer contacts across phone, email, and digital channels, ensuring high-quality service to Riverside tenants.

Role involves resolving issues, recording interactions in our CRM, and working with other teams to provide inclusive and timely support. Some weekend and bank holiday shifts are required during a 35-hour week.

Qualifications

• Experience supporting customers via phone, email and digital channels.
• Ability to de-escalate inquiries and resolve issues with care.
• Strong knowledge of Riverside policies and procedures.

Responsibilities

• Provide support to customers across phone, email and digital platforms.
• Handle inquiries, resolve issues, and provide the best outcome for tenants.
• Collaborate with internal teams to deliver timely resolutions and maintain records in CRM.
• Support with account information, affordability discussions and basic home repairs guidance.

Skills

Customer service

Phone support

Communication

Tools

CRM system

Job description

Job Title: Customer Service Advisor

Contract Type: Permanent

Salary: £27,726.42 (£30,472.75 is achieved after 12months successful performance in the role)

Working Hours: 35hrs per week Sunday to Monday shift patterns from 07:00am to 10:30pm including some weekends and bank holidays

Location: Speke, Liverpool

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.

Please note we may close the advertise early

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