Customer Service Assistant

Riverside-12e5e24d; Birmingham; On-site; GBP 25,000 - 31,000; Full time

Benefits offered by this job

Flexible working options available

Investment in learning & development

28 days holidays + bank holidays

Generous pension

Job summary

Riverside is seeking a Customer Service Assistant to provide high-quality, face-to-face housing and telecare support. You will handle enquiries at the front desk, process repairs with contractors, and maintain various databases while working from Harvills Hawthorn Fields Neighbourhood Office.

The role requires strong IT skills, ability to work in a team, and a commitment to delivering excellent customer service within a busy housing service environment.

Qualifications

• Ability to work in an administrative team delivering a range of functions (allocations, lettings, repairs, complaints).
• Deal with service enquiries at front cashier desk and route to appropriate officer.
• Proficient with IT packages including Microsoft Word, Excel and multiple databases.

Responsibilities

• Handle service enquiries from customers via phone, text, email and web at the Riverside and Sandwell Council Tenants service point.
• Based at Harvills Hawthorn Fields Neighbourhood Office, five days a week with 8.45am–4.45pm hours.
• Diagnose and order repairs, liaise with contractors and guide customers through simple self-service steps.

Skills

Administrative teamwork

Front desk customer enquiries

MS Office & IT skills

MRI system

Tools

MRI system

Job description

Job Title: Customer Service Assistant
Contract Type:Fixed term for up to 12 months
Salary:£25630.92 (£28154.3 is achieved after 12 months successful performance in the role)
Working Hours:35 hours per week, full time
Working Pattern: Monday to Friday, Located
Location: West Bromwich, Birmingham, United Kingdom

The difference you will make as a Customer Service Assistant

You will work as part of a team delivering high quality, cost-effective, face to face comprehensive housing and telecare service, resolving the service requests of customers of Riverside and Sandwell Council Tenants. 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.

About you

We are looking for someone with

• Can work as part of an Administrative team delivering a wide range of functions such as allocations, administrative support including lettings, repair logging and complaints.
• Deal with all service enquiries received, at the front cashier desk. Ensure customers queries are dealt with or passed to the relevant officer.
• To be able to use a wide range of IT packages such as Microsoft word, excel and spreadsheets and to be able to maintain various databases and IT packages.

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.

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 (as set out in the role profile and/or person specification) they will be guaranteed an interview.

Role Profile

• Deal with all service enquiries received, at the front cashier desk. Ensure customers queries are dealt with or passed to the relevant officer.
• You will be based at Harvills Hawthorn Fields Neighbourhood Office, 5 days a week. Hours of work are: Mon-Friday 8.45am till 4.45pm
• 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 passing to the Income Team for 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.
• Maintain and administer office records and systems for complaints, commencement and termination of tenancies in accordance with Riverside procedures.
• Liaise with a wide range of internal and external partners with regard to specific areas of service delivery such as repairs and maintenance, gas servicing, planned works contractors and debt recovery providing advice and assistance and if required referral for more detailed assistance.
• Support the repairs maintenance team in logging repairs, arranging gas service inspections and administrating certificates on the MRI system.
• To be able to use a wide range of IT packages such as Microsoft word, excel and spreadsheets and to be able to maintain various databases and IT packages.
• To provide a range of administration duties such as post, stationery, filing, EDMS, flexi system and general office duties.
• Support the activities of all PFI projects, having an understanding of the day to day operations, assisting with problem solving, providing ad-hoc support and attending meetings,
• Be able to minute take, as the need arises.
• Co-ordinating internal and external communications on behalf of the management team.
• Responsible for administering and ensuring compliance with Health and Safety legislation within the PFI’s offices together with other regulatory obligations, assessing risk and putting in place relevant control measures.
• Organise travel arrangements, training events, conferences and public relations events.
• To have willingness to undertake office fire warden and first aid duties.
• Support the Projects Supervisor in collation and reporting of performance data and any ad-hoc projects and audit.
• Support other administrative staff across the PFI as directed to ensure adequate cover for Asset Management and Housing Services administration.
• Carry out daily check regarding disaster recovery equipment and materials.
• Manage Lone Worker system including;
  • - Addition of new staff members and removal of former employees.
  • - Generate weekly lone worker reports.

Other Duties

• To provide a high quality, customer-orientated service championing “The Riverside Service Style” practices.
• Constantly review work outputs, setting improvement targets and appraising individual performance.
• Participate in the work of the team, encouraging innovation.
• Undertake personal development and training as necessary to keep up to date with legal, political, financial and other developments in the fields of housing and customer service
• To ensure compliance with Riverside’s Equality and Diversity policy, in respect of employment and service delivery.
• Ensure that all data is compliant with legislation and policies relating to data quality
• To actively promote Riverside locally.
• To ensure that health & safety requirements are met in accordance with Riverside’s policy and procedures and statutory requirements.
• Any other relevant duties as required by the designated manager.