Customer Service Assistant; PFI

Hull, Kingston upon Hull, United Kingdom and 1 more

Job Title: Customer Service Assistant
Contract Type:Permanent
Salary:£26,251.43 per annum (pro rata)
Working Hours:23.3 hours per week
Working Pattern: Working a 3-week rolling rota of 5.5hr shifts, incl weekends 9-5 and bank hols.
Location: Cecil Gardens, Hull

Please note that whilst we will accept applications on the basis of any form of valid legal permission to work in the UK, we will be surrendering the Riverside Sponsorship licence, so for the avoidance of doubt, we are unable to apply for any further sponsor ships whether on behalf of existing colleagues or candidates.

The difference you will make as aCustomer Service Assistant

You will be responsible for providing a professional, customer-focused reception service within one of Riverside’s extra care facilities, handling all enquiries and welcoming customers and visitors in a busy, modern housing environment.

About you

We are looking for someone with:

• Experience of working within a housing or support environment
• Good communication and conflict resolution skills
• Organisational skills
• 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:

• Competitive pay & generous pension
• 25 days holidays plus bank holidays (pro rata)
• 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

• Adhere to the performance and availability standards as set out in the PFI contract.
• 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.
• 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.
• Provide statistical information in line with the PFI contractual obligations.
• To log all requests for information, repairs, complaints, requests for the Handyperson, ensuring timescales within the PFI contract are always adhered to.
• Answer the telephone meeting the relevant performance standards, and in line with the expectations of the Riverside service style
• Work as part of a multi‑agency team to deliver a seamless service to the customer.
• Take responsibility for handover of the service to the onsite care team.
• Work alongside colleagues to ensure a visible presence in terms of safety and security within the service
• Take responsibility for emergency calls via the…