At a Glance
- Tasks: Lead customer engagement activities and manage a dynamic team to enhance service delivery.
- Company: Join Riverside, a leading not-for-profit housing association making a real difference.
- Benefits: Enjoy competitive pay, generous holidays, flexible working, and personal development opportunities.
- Other info: Inclusive workplace with a commitment to diversity and community support.
- Why this job: Make an impact by improving customer experiences and driving service improvements.
- Qualifications: Experience in leading teams and delivering operational performance in a target-driven environment.
The difference you’ll make as a Senior Customer Engagement Officer is to lead customer engagement activities that support Riverside's stock condition survey programme, ensuring customers are effectively engaged, and ensuring survey targets are achieved. The postholder will manage a team of customer engagement and administrative colleagues, coordinate engagement campaigns, work across departments and suppliers to remove barriers to access, and provide operational leadership for customer-facing activities that support survey delivery. Be accountable for driving improvements in access performance, customer experience and survey delivery.
About You
- Experience of leading or supervising a customer-facing team.
- Experience of delivering operational performance within a target-driven environment.
- Experience of driving service improvement and implementing change.
- Experience of working collaboratively across teams to achieve shared objectives.
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
- Team Leadership & Operational Management
- Lead, develop and manage a team of customer engagement and administrative colleagues.
- Set clear objectives, monitor performance and ensure resources are deployed effectively.
- Create a culture of accountability, continuous improvement and excellent customer service.
- Ensure operational processes are delivered consistently and effectively.
- Resident Engagement & Access Coordination
- Lead the delivery of customer engagement activity that supports achievement of survey targets.
- Take ownership of access performance, identifying barriers and implementing solutions to improve outcomes.
- Ensure customer engagement approaches, communications and interventions are effective, consistent and responsive to customer needs.
- Act as the escalation point for complex access issues and customer concerns.
- Service Improvement and Partnership Working
- Drive continuous improvement in customer engagement, access performance and customer experience.
- Work across Riverside and with external partners to remove barriers to delivery and improve programme outcomes.
- Ensure opportunities to increase access and improve efficiency are translated into operational delivery.
- Contribute to the development and implementation of new ways of working that support programme objectives.
- Performance and Reporting
- Monitor performance against agreed targets and implement corrective action where required.
- Use data and customer insight to inform decision-making and prioritisation.
- Produce reports and performance information for management and stakeholders.
- Ensure compliance with relevant policies, procedures and data requirements.
Other Information
This role supports TRG’s commitment to inclusive and responsive service delivery. May require flexible working hours, including evenings and weekends. Will work closely with survey teams, contractors, and internal departments.
Person Specification
- Essential
- Experience of leading or supervising a customer-facing team.
- Experience of delivering operational performance within a target-driven environment.
- Experience of driving service improvement and implementing change.
- Experience of working collaboratively across teams to achieve shared objectives.
- Experience of using performance information to drive improvement.
- Strong communication skills (written and verbal) across all levels.
- Ability to manage complaints and resolve issues proactively.
- Competent in Office 365 (letters, reports, spreadsheets).
- Desirable
- Knowledge of social housing and resident engagement practices.
- Experience in coordinating property access or survey programmes.
- Understanding of GDPR and data handling protocols.
- Experience working with vulnerable or diverse communities.
- Strong track record of building and maintaining relationships, both internally and externally.
About Us
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.
Our Values and Behaviours
Creating an Inclusive Environment
Senior Customer Engagement Officer in Liverpool employer: Riverside
As a People Service Delivery Manager at our Liverpool location, you will join a dynamic and supportive work culture that prioritises employee growth and development. We offer competitive pay, generous pension schemes, and flexible working options, ensuring a healthy work-life balance while investing in your personal and professional development. Our commitment to diversity and inclusion makes us an excellent employer, providing guaranteed interview opportunities for candidates from diverse backgrounds.
StudySmarter Expert Advice🤫
We think this is how you could land Senior 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 Senior 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.
