Customer Service Assistant (PFI) in Hull

Contract Type: Fixed term up to 20/02/2028

Salary: £26,251.43 per annum (pro rata)

Working Hours: 23.3 hours per week, part time

Working Pattern: 3 week rolling rota covering a mix of early shifts (09:00 - 14:30), late shifts (14:30 - 20:00) and weekend day shifts (09:00 - 17:00 with 1/2 hour unpaid break). You will also cover some bank holidays as part of the rota as we operate 365 days per year.

Location: Hull - Primarily based at Harrison Park (Hall Road) but will cover where needed at Cecil Gardens (Hawthorne Avenue) and Redwood Glades (Leads Road).

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.

The difference you will make as a Customer Service Assistant:

You will be responsible for providing a professional, customer-focused reception service within one of Riverside’s extra care facilities, handling all enquiries and welcoming customers and visitors in a busy, modern housing environment.

About you:

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

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.

Working with us, you’ll enjoy:

• 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

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.

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.
• Provide statistical information in line with the PFI contractual obligations.
• 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.
• Respond to housing management queries from customers and visitors.
• Ensure 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.
• 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:

Knowledge, Skills and Experience

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 GCSE’s or equivalent.
• Understanding of safeguarding

Riverside is one of the UK’s leading not-for-profit social housing and regeneration organisations, owning or managing around 75,000 homes from Irvine to Kent. We are a leading provider of supported housing services, particularly for those affected by homelessness, and our track record of transforming lives and revitalising neighbourhoods dates back over 90 years. We have plans to build over 15,000 affordable homes over the next decade.