At a Glance
- Tasks: Support customer engagement initiatives and ensure diverse voices are heard in decision-making.
- Company: Riverside is a unique housing association dedicated to enhancing lives and revitalising communities.
- Benefits: Enjoy competitive pay, flexible working, 28 days holiday, and investment in your personal development.
- Other info: Guaranteed interviews for applicants with disabilities or from ethnically diverse backgrounds.
- Why this job: Make a real impact by empowering customers and shaping services that matter to them.
- Qualifications: Strong communication skills, customer-focused mindset, and a passion for community engagement required.
The predicted salary is between 35300 - 47650 £ per year.
Contract Type: Permanent
Salary: £42,378.54 per annum
Working Hours: 35 hours per week
Working Pattern: Monday to Friday 9am-5pm flexible hybrid working. Some evening work required, usually online.
Location: 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 a Customer Engagement Officer
You will support the Customer Engagement Team to deliver a best practice customer involvement service for Riverside that is representative and inclusive of Riverside’s diverse customer base and offers a wide range of opportunities to get involved and have a say. The Customer Engagement team are a national and strategic function that supports Riverside to meet its obligations to customers under the Transparency, Influence and Accountability Standard. We work with colleagues in neighbourhoods and schemes right through to Senior Management and Committees to ensure that the customer voice is heard and has influence across the business.
Our focus is on delivering customer involvement and engagement opportunities that customers have told us they want and harnessing the customer insight for use in continuous improvement and decision making. We work directly with customers to build their knowledge and capability to enable them to contribute equally in key business decisions and scrutinise policies and services, in accordance with the Group’s strategic objectives.
About You
We are looking for someone with
- Demonstrable commitment to Our Riverside Way values.
- Proven track record of delivering a high-quality customer engagement function.
- Customer focused with excellent communication skills, both verbal and written, showing the ability to meet the needs of a varied customer base.
- Able to engage and inspire customers with the ability to facilitate and moderate both in person and online customer engagement activities.
- Proven track record of successfully solving difficult problems.
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
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.
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
- Support the delivery of the Customer Engagement Strategy that seeks to co-create a customer engagement framework, grow the numbers of social housing and homeowner customers involved significantly and embed a strong customer involvement approach as business as usual across the Riverside group.
- Work in partnership with social housing and homeowner teams to design and deliver meaningful opportunities for customers to inform service design and delivery, including service scrutiny, staff recruitment, contract specification and consultation.
- Engage with customers and the communities in which we work, ensuring that the ‘customer voice’ is heard throughout the business and within Riverside’s Governance structure.
- Work with the Customer Engagement team in the delivery of customer involvement and engagement activities to meet the regulatory standards and Together with Tenants commitments, striving to deliver a ‘best in class’ service. Work with customers to undertake regular assessments of our performance against the standards with recommendations for continuous improvement.
- Take a lead on key groups and aspects of the Customer Engagement Framework specific to social housing and homeowner customers. Adopt an outcome focused approach in the design of activities to capture learning from customer feedback, ensuring customer-centric service design that delivers a great customer experience. Report on outcomes with recommendations for continuous improvement.
- Work with the team to recruit and grow our involved and engaged customer groups across the business, from a range of tenures and representative of our customer profile.
- Support the development and delivery of a customer learning and development plan, tailored to individual requirements and preferences, which builds knowledge and capability to ensure they can participate fully as equal partners.
- Take a ‘value for money’ approach to the design and delivery of customer involvement and engagement activities, demonstrating the return on investment through value added outcomes.
- Represent the Group, as directed, at relevant benchmarking forums, meetings with professional bodies and other external stakeholder groups where attendance provides an opportunity to learn from others and progress organisational strategic objectives.
Essential
Knowledge, Skills and Experience
- Demonstrable commitment to Our Riverside Way values.
- Proven track record of delivering a high-quality customer engagement function.
- Customer focused with excellent communication skills, both verbal and written, showing the ability to meet the needs of a varied customer base.
- Able to engage and inspire customers with the ability to facilitate and moderate both in person and online customer engagement activities.
- Proven track record of successfully solving difficult problems.
- Excellent team player who can work flexibly to meet business requirements.
- Excellent attention to detail with the ability to work under pressure, deliver to strict deadlines and manage conflicting priorities.
- Proficient use of a range of IT packages including Microsoft 365.
- Proficient understanding of social media platforms, digital communications and working with digital communities.
- Evidence of continued professional development.
- Experience of engagement work with social housing and/or homeowner customers, preferably in London.
- Experience of customer communications and digital engagement.
Customer Engagement Officer in Liverpool employer: Riverside
Riverside is an exceptional employer that prioritises inclusivity and employee development, making it a fantastic place for a Customer Engagement Officer to thrive. With competitive pay, generous benefits, and a commitment to flexible working, employees are empowered to make a meaningful impact in the community while enjoying a supportive work culture that values diversity and personal growth.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Engagement Officer in Liverpool
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Riverside. 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 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 Engagement Officer in Liverpool
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:Your cover letter is your chance to shine! Tell us why you want to work at Riverside 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!
How to prepare for a job interview at Riverside
✨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.
