At a Glance
- Tasks: Coordinate property services and ensure smooth operations through effective administration.
- Company: Join Riverside, a leading not-for-profit housing association making a real difference.
- Benefits: Enjoy competitive pay, generous pension, 28 days holiday, and flexible working options.
- Other info: Diverse and inclusive workplace with opportunities for personal development.
- Why this job: Be part of a team that revitalises communities and supports those in need.
- Qualifications: Strong IT skills, excellent communication, and proven customer service experience required.
The predicted salary is between 31500 - 38500 £ per year.
Contract Type: Permanent
Salary: £34,885.44 per annum
Working Hours: 35 hours per week
Working Pattern: Monday to Friday
Location: Arlington, London
Please note that whilst we will accept applications based on any form of valid legal permission to work in the UK, we will be surrendering the Riverside Sponsorship licence, so for the avoidance of doubt, we are unable to apply for any further sponsorships whether on behalf of existing colleagues or candidates.
The administration team provides support across the property services directorate and consists of the following main areas: scheduling, compliance contracts and teams supporting the heating, electric, asbestos, maintenance and responsive operations. This role is responsible for the provision of effective and efficient administration surrounding the repairs, services, compliance works and other technical projects.
About You
- Excellent IT skills and literacy
- Excellent communication skills, both oral and written
- Self-motivated, resilient, assertive and confident
- Proven experience of excellent customer service 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. 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
- Responsible for an effective administration contribution to enable work to be carried out in a timely and compliant manner
- Work as part of a high performing team and ensure your actions are supportive of the team being successful
- Liaise with all relevant stakeholders and provide administrative support to the Operations Teams to ensuring the smooth running of the Property Services Programmes and Technical Projects
- Maintaining all tasks, including raising jobs, requisitions, follow on works, sub-contractor works.
- Ensure all records are always kept up to date including job details, appointments, job statuses, relevant time & dates, costs
- Ensuring that the WIPs is worked on (Works in progress).
- Ensuring that subcontractors are completing jobs on time and they submit completed paperwork correctly ready for supervisor' review and contractor payment
- Escalate any operatives/ contractors’ issues to the relevant surveyor/ Head of Service
- Ensuring you have the “first time fix” approach
- Phoning residents to ensure access is gained for works
- Assisting supervisors / surveyors
- Investigate complaints (informal and formal) and expressions of dissatisfaction with the service; respond to customers within our published service standards, both verbally and in writing.
- Responsible for answering calls and relaying information back to the customer/Call centre/complaints
- Maintaining the team inbox and the CRM cases and answering queries.
- Maintaining OOH inbox
- Maintaining the No Access jobs
- Maintaining the compliance inbox
- Maintaining the Bucket jobs
- Maintaining the Engineering inbox
- Liaising with Contractors
- Liaising with Contract Managers
- Updating Resident Via CRM system
- Responding to Customers by Telephone and documenting on all calls on CRM
- Updating the system with relevant information and create reports for analysis
- Other administrative duties to support Property Services and liaising with other departments where necessary.
- Will be cross trained to support service delivery as required
- Any other reasonable duties to support service delivery
Additional Information
The Group has offices across the UK and on this basis, there may be the requirement to travel to other locations to effectively perform this role, albeit that regular support will be required to teams in Camden and Dartford. The role will be exposed to sensitive information; therefore, the role holder is expected to maintain levels of confidentiality at all times. In order to fulfil the requirements of this role, you will be required to work flexibly during the hours of operation. The role holder is expected to be committed to equal opportunities and to promote non-discriminatory practices in all aspects of work undertaken.
Person specification
Essential Knowledge, Skills and Experience
- Excellent IT skills and literacy
- Excellent communication skills, both oral and written
- Self-motivated, resilient, assertive and confident
- Proven experience of excellent customer service skills
- Excellent organisational skills
- Letter Writing skills
- Minute Taking skills
Desirable
- Ability to scrutinise data and provide recommendations
- Experience of working in the Housing/Property sector
- Aptitude for complex data analysis and report compilation
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
Voids Coordinator 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 Voids Coordinator
✨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 Voids Coordinator
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.
