Job Title: Customer Service Assistant
Contract Type: Permanent
Salary: £25,412.81 per annum, pro rata (£25,771.35 is achieved after 18 months successful performance in the role) pro rata
Working Hours: 23.33 hours per week
Working Pattern: Three week rolling rota, including weekends & Bank Holidays, working 3 shifts in week 1, 4 in week 2 and 5 in week 3, weekdays (9am-2.30pm or 2.30pm-8pm) Weekends 9-5pm.
Location: Cecil Gardens, Hull
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 Service Assistant
You will be responsible for delivering an efficient and customer focused service from the reception location within one of Riverside’s three extra care facilities with responsibility for dealing with all enquiries including face to face contact with all customers and visitors. You will deliver a first-class service within a modern, vibrant, and busy housing service.
About you
We are looking for someone with:
1. Experience of working within a housing or support environment
2. Good communication and conflict resolution skills
3. Organisational skills
4. Experience working with vulnerable customers
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:
5. Competitive pay & generous pension
6. 28 days holidays plus bank holidays (Pro Rata)
7. Flexible working options available
8. Investment in your learning, personal development and technology
9. 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.
Applications may close before the deadline, so please apply early to be considered
Role Profile
10. Adhere to the performance and availability standards as set out in the PFI contract.
11. Provide support to the Contract Manager, Service Manager and Events Coordinator on site, dealing with general admin duties and enquiries, as well as logging all repairs at the time they are reported, collation of contract information and returns.
12. Use your interpersonal skills to work as part of a team, liaising with other professionals on site and providing a positive first impression that promotes excellent customer service – a “one stop” approach to customer enquiries will be adopted to ensure quick resolution.
13. Provide statistical information in line with the PFI contractual obligations.
14. To log all requests for information, repairs, complaints, requests for the Handyperson, ensuring timescales within the PFI contract are adhered to at all times.
15. Answer the telephone meeting the relevant performance standards, and in line with the expectations of the Riverside service style.
16. Work as part of a multi-agency team to deliver a seamless service to the customer.
17. Take responsibility for handover of the service to the onsite care team.
18. Work alongside colleagues to ensure a visible presence in terms of safety and security within the service.
19. Take responsibility for emergency calls via the Tunstall technology.
20. To respond to housing management queries from customers and visitors
21. Ensuring appropriate recording and IT systems are in place and in working order.
22. Manage the room booking system and assisting the Wellbeing and Events Coordinator in the organisation of the events programme.
23. Cover other sites were directed by manager to cover for absence and cover leave.
24. The role of Customer Service Assistant will be on a rolling rota and there will be expectations around working evening and weekends.
Person Specification
Knowledge, Skills and Experience
Essential
25. Experience of working within a housing and/or support environment
26. Experience of working with vulnerable customers
27. Good communication and conflict resolution skills
28. Good understanding and experience of systems (Microsoft Office and databases)
29. Report writing.
30. Organisational skills
31. Flexible and responsive attitude
Desirable
32. Formal care, support or housing qualification
33. 5 GCSE’s or equivalent.
34. Understanding of safeguarding