Customer Service Assistant

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

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.

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.

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.

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.

• 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

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.

• 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…