Job Description Job Title: Customer Resolution Coordinator Contract Type: Permanent Salary: £29,908.04 (£32,889.29 is achieved after 12 months successful performance in the role) Working Hours: 35 hours per week, full time Working Pattern: Hybrid Location: Speke, Liverpool, Estuary Boulevard 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 Resolution Coordinator Receive and Respond to all customer and colleagues contacts in relation to services managed or delivered by building safety department including repairs, estate services, compliance and building safety through digital and telephone communications. Including enquiries (service delivery, charges, request for information), complaints, feedback through a Customer Service Desk. About you We are looking for someone who Previous experience in a customer support role Track record of over-achieving performance targets Strong phone and verbal communication skills along with active listening 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. Applications may close before the deadline, so please apply early to be considered. Role Profile To operate all systems within Customer Resolution team in accordance with written procedures and operating manuals. To identify relevant information required from other teams: which will enable an efficient first point of contact service for customers (1st line colleagues and 2nd line contact for customers). Build sustainable relationships and engage customers by going the extra mile and role modelling Our Riverside Way values Update customer records in our system, including notes about conversations and outcomes To initiate appropriate action to resolve customer enquiries and requests for services. To maintain accurate and up-to-date records of customer contacts To contact Riverside's customers by telephone in line with agreed procedures To initiate appropriate action to resolve customer enquiries from third parties in line with their policies and procedures and adhering to their Service Level Agreements. Support the Customer Resolution officer where required to undertake customer call backs and send acknowledgement letter to customers upon receipt of complaint and establishment of the nature of complaint Undertake necessary interrogate systems and records and liaison with colleagues to obtain relevant information to resolve customer and colleagues' enquiries. Signpost colleagues and customers to appropriate service with Riverside and assign salesforce and HOTH (House on the Hill) cases to colleagues where resolution cannot be achieved. Recording all customer interactions within Salesforce. Customer Enquiries Receive customer service inquiries through CRM (Customer Relationship Management) system (Salesforce) Identify customers' needs, clarify information and desired outcome for contact. Respond to customer service inquiries in an effective and courteous manner over the telephone and in writing. To deal with enquiries relating to Repairs, estate services, compliance and building safety. To provide help to customers with information, updates, and signpost services. Liaise with colleagues where first contact resolution cannot be achieved to reach outcome for the customer to progress responses and ensure deadlines are met to achieve satisfactory resolution and closure. Allocate Complex enquiries to Snr Compliance/Repairs/contract officers. Complaints To receive complaints made via CRM system and make customer contact callbacks to acknowledge the complaint received, ascertain the nature of the complaint, update the complaint record, and allocate the complaint to the appropriate colleague's update case. Stakeholder enquiries Receive stakeholder service inquiries through CRM system (Salesforce) Identify colleague needs, clarify information and desired outcome for contact. Undertake investigations and required and respond to enquiries in an effective and courteous manner over the telephone and in writing. To deal with enquiries relating to Repairs, estate services, compliance and building safety To provide help to colleagues with requests for information, signposting, progress updates etc. Person specification Knowledge, Skills and Experience Essential Previous experience in a customer support role Track record of over-achieving performance targets Strong phone and verbal communication skills along with active listening Familiarity with Customer Relationship Management CRM systems and practices Customer focus and adaptability to different personality types Ability to multi-task, set priorities and manage time effectively Desirable GCSE or A Level Math's and English knowledge of building safety, compliance, and social housing 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. Our Values and Behaviours Creating an Inclusive Environment