Description Job Title : Customer Resolution Officer Contract Type : Fixed term contract 6 months Salary : £35,257.10 (£38,803.86 is achieved after 12 months successful performance in the role) Working Hours : 35 hours per week. Working Pattern : Monday to Friday Location : Liverpool / Hybrid 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 Resolution Officer We are seeking an individual with strong complaints-handling experience, who is accustomed to working in a high-volume, fast-paced, and demanding environment. The ideal candidate will demonstrate resilience and the ability to effectively manage a high workload while maintaining a professional and solution-focused approach. About you We are looking for someone with: • Experience of working within a customer service, housing or safety environment dealing with customer contacts dealing with complex enquiries, complaints and dispute resolution and customer focused. • Customer focused with excellent written and verbal communication skills, with the ability to work at all levels within the business. • 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 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. This role also falls under our Ethnic Diversity guaranteed interview scheme. If you are Ethnically Diverse and demonstrate you meet the minimum criteria for the role you will be guaranteed an interview. Applications may close before the deadline, so please apply early to avoid disappointment. Role Profile 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 Essential • Experience of working within a customer service, housing or safety environment dealing with customer contacts dealing with complex enquiries, complaints and dispute resolution and customer focused. • Customer focused with excellent written and verbal communication skills, with the ability to work at all levels within the business. • 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.