At a Glance
- Tasks: Assist customers with service enquiries and resolve issues face-to-face and online.
- Company: Join Riverside, a leading housing association dedicated to enhancing communities.
- Benefits: Enjoy competitive pay, generous holidays, flexible working, and personal development opportunities.
- Other info: Be part of a diverse team that values inclusivity and personal growth.
- Why this job: Make a real difference in people's lives while developing your customer service skills.
- Qualifications: Strong communication skills and familiarity with IT tools like Microsoft Office.
The predicted salary is between 24873 - 30401 £ per year.
Job Title
Customer Service Assistant
Salary: £25630.92 (£28154.3 is achieved after 12 months successful performance in the role)
Working Hours: 35 hours per week, full time
Working Pattern
Monday to Friday, Located
Location
- West Bromwich, Birmingham, United Kingdom
- The difference you will make as a Customer Service Assistant
You will work as part of a team delivering high quality, cost-effective, face to face comprehensive housing and telecare service, resolving the service requests of customers of Riverside and Sandwell Council Tenants.
The role will require you to deal with all service enquiries to Riverside through a variety of media (phone, text, email and web) and diagnose and order repairs including liaison with contractors and guiding customers through simple processes to resolve issues themselves.
About you
- We are looking for someone with
- Can work as part of an Administrative team delivering a wide range of functions such as allocations, administrative support including lettings, repair logging and complaints.
- Deal with all service enquiries received, at the front cashier desk. Ensure customers queries are dealt with or passed to the relevant officer.
- To be able to use a wide range of IT packages such as Microsoft word, excel and spreadsheets and to be able to maintain various databases and IT packages.
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.
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
- Deal with all service enquiries received, at the front cashier desk. Ensure customers queries are dealt with or passed to the relevant officer.
- You will be based at Harvills Hawthorn Fields Neighbourhood Office, 5 days a week. Hours of work are: Mon-Friday 8.45am till 4.45pm
- Diagnose and order repairs including liaison with contractors and guiding customers through simple processes to resolve issues themselves, identification of rechargeable repairs through appropriate questioning, explanation of policy and passing to the Income Team for payment, identify repairs under defects and provide advice and order under specialist database.
- Provide information and respond to enquiries on planned and cyclical maintenance programmes specific to individual property or location.
- Maintain and administer office records and systems for complaints, commencement and termination of tenancies in accordance with Riverside procedures.
- Liaise with a wide range of internal and external partners with regard to specific areas of service delivery such as repairs and maintenance, gas servicing, planned works contractors and debt recovery providing advice and assistance and if required referral for more detailed assistance.
- Support the repairs maintenance team in logging repairs, arranging gas service inspections and administrating certificates on the MRI system.
- To be able to use a wide range of IT packages such as Microsoft word, excel and spreadsheets and to be able to maintain various databases and IT packages.
- To provide a range of administration duties such as post, stationery, filing, EDMS, flexi system and general office duties.
- Support the activities of all PFI projects, having an understanding of the day to day operations, assisting with problem solving, providing ad-hoc support and attending meetings,
- Be able to minute take, as the need arises.
- Co-ordinating internal and external communications on behalf of the management team.
- Responsible for administering and ensuring compliance with Health and Safety legislation within the PFI’s offices together with other regulatory obligations, assessing risk and putting in place relevant control measures.
- Organise travel arrangements, training events, conferences and public relations events.
- To have willingness to undertake office fire warden and first aid duties.
- Support the Projects Supervisor in collation and reporting of performance data and any ad-hoc projects and audit.
- Support other administrative staff across the PFI as directed to ensure adequate cover for Asset Management and Housing Services administration.
- Carry out daily check regarding disaster recovery equipment and materials.
- Manage Lone Worker system including;
- - Addition of new staff members and removal of former employees.
- - Generate weekly lone worker reports.
- Other Duties
- To provide a high quality, customer-orientated service championing “The Riverside Service Style” practices.
- Constantly review work outputs, setting improvement targets and appraising individual performance.
- Participate in the work of the team, encouraging innovation.
- Undertake personal development and training as necessary to keep up to date with legal, political, financial and other developments in the fields of housing and customer service
- To ensure compliance with Riverside’s Equality and Diversity policy, in respect of employment and service delivery.
- Ensure that all data is compliant with legislation and policies relating to data quality
- To actively promote Riverside locally.
- To ensure that health & safety requirements are met in accordance with Riverside’s policy and procedures and statutory requirements.
- Any other relevant duties as required by the designated manager.
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Customer Service Assistant in Birmingham employer: Riverside-12e5e24d
Riverside is an exceptional employer, dedicated to enhancing the lives of our customers and communities. With a strong commitment to diversity and inclusion, we offer extensive training and development opportunities, ensuring that every employee can grow and thrive in their role. Located in the vibrant area of Pimlico, Westminster, our supportive work culture fosters collaboration and empowers staff to make a meaningful impact in the lives of vulnerable individuals.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Service Assistant in Birmingham
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Riverside-12e5e24d. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Riverside-12e5e24d before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Customer Service Assistant in Birmingham
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Riverside-12e5e24d:Your cover letter is your chance to shine! Tell us why you want to work at Riverside-12e5e24d specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Riverside-12e5e24d!
How to prepare for a job interview at Riverside-12e5e24d
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
