Job Title: Customer Service Advisor 
Contract Type: Permanent 
Salary: £26,275 per annum (pro rata)
Working Hours: part-time 16 hours per week. 
Working Pattern: 10am - 2pm 4 days out of 5 Monday - Friday
Location: Arlington, London

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 Customer Service Advisor

The role will sit within the Customer Operations department, which delivers a range of customer services through front line teams and specialist teams for our residents. This includes the corporate Customer Service Centre, income collection, Right to Acquire and staircasings, allocations and resident management and rent Usecharge setting. Customer Operations also provides legal services to the organisation.  

Ideally in this role you will assess and resolve a wide range of enquiries in accordance with established processes, procedures and policies with the objective of providing a positive customer experience and resolution at first point of contact. 

About you

We are looking for someone with:

• Demonstrate an excellent standard of numeracy and literacy.  
• Excellent customer care and communication skills both oral and written.    
• Possessing resilience.  
• Ability to learn and apply a wide range of skill sets to satisfy a broad range of customer needs using different channels. 
• Working within tight statutory constraints in a high-pressure environment. 
• Ability to build excellent relationships across the business with all relevant stakeholders. 
• IT literate with knowledge of Microsoft office applications and ability to learn and use appropriate in-house systems.  

Why Riverside?

(One Housing is a part of 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 Profile 

Role requires you to:

• To be a customer service champion ensuring that all contacts are owned and resolved through to completion seizing opportunities to implement innovative and creative solutions. 

• To assess and resolve a wide range of enquiries in accordance with established processes, procedures and policies with the objective of providing a positive customer experience and resolution at first point of contact.  

• To work at any of One Housing’s local offices as directed and providing on site customer services.  

• To utilise and promote a range of technologies to communicate with customers.

• To use necessary business systems in an appropriate way to record information relating to enquiries, transactions and complaints in accordance with established processes, procedures and policies to ensure accuracy of information and efficiency when dealing with customers.  

• To carry out a range of administrative duties that that may be needed from time to time by other areas of the Customer Services Directorate or other department within One Housing.  

• To ensure published personal schedules and rotas are followed to maximise productivity and deliver a value for money service. 

• To achieve all personal or business objectives, measures or targets, service level agreements and quality standards to maximise customer satisfaction. 

•  work in a collaboratively and supportive way with internal colleagues, partners and other stakeholders to ensure the best possible experience is delivered for our customers. 

• To ensure customers can influence our services by passing feedback and making suggestions on how our processes, procedures and policies can be amended to provide a better customer experience. 

• To provide support to the line manager or any other manager within the Customer Service Centre through any delegation of tasks and working anywhere in the Customer Service Centre as demand requires.  

• To represent the organisation in a professional and appropriate manner always.   

• Pro-actively contribute to the reputation of One Housing through all customer contact channels and provide customer service in a professional, friendly and empathic way. Take ownership of matters.  

• Undertake any other duties consistent with the basic objectives of the post and the objectives of the Customer Contact Centre

Essential Knowledge, skills & Experience 

• Demonstrate an excellent standard of numeracy and literacy.  
• Excellent customer care and communication skills both oral and written.    
• Possessing resilience.  
• Ability to learn and apply a wide range of skill sets to satisfy a broad range of customer needs using different channels. 
• Working within tight statutory constraints in a high-pressure environment. 
• Ability to build excellent relationships across the business with all relevant stakeholders. 
• IT literate with knowledge of Microsoft office applications and ability to learn and use appropriate in-house systems.  
• Self-motivated, assertive and confident. 

Desirable Knowledge, skills & Experience 

• Experience working in a customer care environment where interpersonal communications using a variety of channels has been a key element.
• Dealing with complex queries and challenging individuals in a constructive and effective way.
• Track record of problem solving. 
• Knowledge of the housing, property management, repairs and/or maintenance sector is desirable. 

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