Customer Service Assistant (PFI)

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: 3-week rolling rota with a mix of early, late and weekend shifts. Typical hours are 9:00am-2:30pm, 2:30pm-8:00pm, and 9:00am-5:00pm (weekends and bank holidays)
Location: Harrison Park, Hull

About you

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

Benefits

• 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

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 Tunstall technology.
• To respond to housing management queries from customers and visitors.
• Ensuring 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.
• To cover other sites as directed by your manager to cover for absence and cover leave.
• The role of Customer Service Assistant will be on a rolling rota and there will be expectations around working evening and weekends.

Other Duties

• You will be required to work flexibly to meet customer and business needs, which may include out-of-hours working and participating in weekend rota.
• Undertake regular training and take responsibility for continuous development to enable you to deliver your role safely.
• Ensure customers are safe at all times - carrying out all of your duties within Riverside's Policy & Procedure framework e.g. health & safety, safeguarding, dignity at work, GDPR, cash handling, etc.
• Deliver your role in line with Riverside company values - "Our Riverside Way".
• Participate in team meetings and attend regular supervisions and reflective practice sessions.
• From time to time you may be required to undertake additional duties and responsibilities in consultation with your Line Manager.

Person Specification Essential

• 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 I.T systems (Microsoft Office and databases).
• Report writing.
• Organisational skills.
• Flexible and responsive attitude.

Desirable

• Formal care, support or housing qualification.
• 5 GCSEs or equivalent.
• Understanding of safeguarding.