Customer Service Advisor

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

Benefits offered by this job

28 days holiday

Generous pension

Learning and development

Riverside Rewards

Induction programme

Career growth opportunities

Volunteer days

Annual star awards

Modern office with private parking

Job summary

Riverside Housing Association in Speke, Liverpool, is hiring a Customer Service Advisor to support tenants across phone, email and digital channels. You will handle inquiries, resolve issues and log details in the CRM.

The role demands empathy, clear communication and the ability to stay patient with callers. A positive, proactive mindset and IT literacy help you navigate multiple systems and deliver timely, effective resolutions.

Qualifications

• Excellent verbal and written communication with empathy.
• Computer and IT literate to navigate multiple systems.
• Positive and proactive approach to problem solving.

Responsibilities

• 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.
• Be a trusted point of contact for providing advice on things such as account and affordability, minor repairs issues in the home.

Skills

People skills

Communication

Problem solving

IT literacy

Customer service

Multichannel support

Job description

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: 35

Working Pattern: Sunday to Monday shift rota from 07:00am to 10:00pm including some weekends and bank holidays (Rotation 2)

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.

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
• Must be 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

Are you ready to make a difference?

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

Telephone Interview then a 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.