Customer Resolution Officer
| Posting date: | 09 April 2024 |
|---|---|
| Hours: | Full time |
| Closing date: | 09 May 2024 |
| Location: | Liverpool, Liverpool |
| Company: | Riverside |
| Job type: | Permanent |
| Job reference: | 2505 |
Summary
Job title: Customer Resolution Officer
Contract type: Permanent
Full time: Full Time 35 hours per week
Salary: £33,720.49 per annum
Working Pattern: Monday – Friday
Location: Hybrid, Liverpool
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’ll make as a Customer Resolution Officer
You will manage all customer and colleagues' contacts / enquiries in relation to services managed or delivered by building safety department including repairs, estate services, compliance and building safety. Including enquiries, complaints, feedback through a Customer Service Desk. You will also monitor daily activity, contact allocation, volumes, resolutions, closures etc. across the team and take ownership of all complex and escalated cases.
About you
You will have experience of working within a customer service, housing or safety environment and have experience dealing with customer contacts dealing with complex enquiries, complaints and dispute resolution and customer focused. You will also be customer focused with excellent written and verbal communication skills, with the ability to work at all levels within the business.
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.
Applications may close before the deadline, so please apply early to avoid disappointment.
Role requires you to:
- To support the Team leader, develop, implement, and maintain all systems within Customer Services team.
- Collaborate with colleagues to obtain relevant information required to drive improvement with first contact resolution.
- Build sustainable relationships and engage customers, stakeholders, and colleagues by going the extra mile and role modelling Our Riverside Way values.
- Co-ordinate the customer contacts, enquiries, complaints, and feedback process
- 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.
- Customer Enquiries:
- Manage complex customer service inquiries through CRM 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. Including undertaking system investigation i.e., C365, Promaster, open housing etc. and contacting 3rd parties.
- Work with and monitor Snr Compliance/Repairs/contract officers to resolve complex cases.
- Complaints:
- Complete customer call backs and send acknowledgement letter to customers upon receipt of complaint.
- Establish and Analysis the nature of complaint and assignment of the Complaint case based on nature, staff availability etc with the support of Customer Resolution Team leader in accordance with guidance.
- Undertake initial investigation upon direction of the customer Service team leader working in collaboration with shared spaces team and prepare case reviews to determine outcome of stage 1 complaints.
- Regular update system on complaint process, resolution, outcomes, and lessons learned.
- Stakeholder enquiries
- Manage escalated 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
- knowledge Contact relationship management systems (CRM) and
- Strong phone and verbal communication skills along with active listening
- Ability to multi-task, set priorities and manage time effectively
- Problem solving skills
Desirable
- Knowledge of building safety activity and services and social housing
- Knowledge of Job management and compliance systems (open housing, promaster, C365)
- BTEC or equivalent in customer services / housing