Customer Service Assistant

The Riverside Group; Kingston upon Hull; On-site; GBP 24,000 - 26,000

Job description

Hull, Kingston upon Hull, United Kingdom

Job Description

Job Title: Customer Service Assistant
Contract Type: Permanent
Salary: £24,853.60 per annum, pro rata (£25,204.25 is achieved after 18 months successful performance in the role)
Working Hours: Part-Time 23.3 hours per week
Working Pattern: 3 week rolling rota between Monday and Sunday, 09:00 and 20:00 including bank holidays
Location: Harrison Park, 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, handling all enquiries including face-to-face contact with 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:

• 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.

Working with us, you’ll enjoy:

• 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 avoid disappointment.

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.
• Log all requests for information, repairs, complaints, and requests for the Handyperson, ensuring timescales within the PFI contract are adhered to at all times.
• 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 Tunstall technology.
• Respond to housing management queries from customers and visitors.
• Ensure appropriate recording and IT systems are in place and in working order.
• Manage the room booking system and assist the Wellbeing and Events Coordinator in the organisation of the events programme.
• Cover other sites as directed by the manager to cover for absence and leave.
• The role of Customer Service Assistant will be on a rolling rota and there will be expectations around working evenings and weekends.

Person Specification

Knowledge, Skills and Experience

• Experience of working within a housing and/or support environment
• Experience of working with vulnerable customers
• Good communication and conflict resolution skills
• Good understanding and experience of IT systems (Microsoft Office and databases)
• Organisational skills
• Flexible and responsive attitude
• Formal care, support, or housing qualification
• 5 GCSEs or equivalent.
• Understanding of safeguarding

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.