At a Glance
- Tasks: Provide top-notch customer service in a vibrant housing environment.
- Company: Join Riverside, a forward-thinking housing association making a real difference.
- Benefits: Enjoy competitive pay, generous holidays, and personal development opportunities.
- Other info: Flexible working hours with a supportive and inclusive team culture.
- Why this job: Make a positive impact while gaining valuable experience in customer service.
- Qualifications: Experience in housing or support environments and strong communication skills required.
The predicted salary is between 26251 - 26251 £ per year.
Contract Type: Permanent
Salary: £26,251.43 per annum (pro rata)
Working Hours: 23.3 hours per week
Working Pattern: 3-week rolling rota with a mix of early, late and weekend shifts. Typical hours are 9:00am–2:30pm, 2:30pm–8:00pm, and 9:00am–5:00pm (weekends and bank holidays)
Location: Harrison Park, Hull
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.
Please note that whilst we will accept applications on the basis of 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 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. 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
- 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. 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. Applications may close before the deadline, so please apply early to be considered.
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 – a “one stop” approach to customer enquiries will be adopted to ensure quick resolution.
- Provide statistical information in line with the PFI contractual obligations.
- To 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.
- To respond to housing management queries from customers and visitors.
- Ensuring appropriate recording and IT systems are in place and in working order.
- Manage the room booking system and assisting the Wellbeing and Events Coordinator in the organisation of the events programme.
- To 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
Customer Service Assistant (PFI) employer: The Riverside Group
Riverside is an exceptional employer that prioritises the well-being and development of its employees, offering competitive pay, generous holiday allowances, and a commitment to personal growth through training and technology investment. With a strong focus on diversity and inclusion, Riverside fosters a supportive work culture where every team member is valued and empowered to make a meaningful impact in the community. Located in Hull, this role as a Customer Service Assistant provides a unique opportunity to contribute to a vital service within a modern housing environment, ensuring a rewarding experience for both staff and customers alike.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Service Assistant (PFI)
✨Tip Number 1
Get to know Riverside's values and mission. When you walk into that interview, show us how your personal values align with ours. It’s all about making a real impact, so let your passion shine through!
✨Tip Number 2
Practice your communication skills! We want to see how you handle customer interactions, especially in tricky situations. Role-play common scenarios with a friend to boost your confidence.
✨Tip Number 3
Be ready to share your experiences working with vulnerable customers. We love hearing about how you've made a difference in their lives, so have some examples up your sleeve!
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, it shows us you’re serious about joining the Riverside team!
We think you need these skills to ace Customer Service Assistant (PFI)
Some tips for your application 🫡
Tailor Your CV:Make sure your CV reflects the skills and experiences that match the Customer Service Assistant role. Highlight any relevant experience in housing or support environments, as well as your communication and organisational skills.
Craft a Compelling Cover Letter:Your cover letter is your chance to shine! Use it to explain why you're excited about working with Riverside and how you can contribute to our mission. Be genuine and let your personality come through.
Showcase Your Customer Service Skills:Since this role is all about providing excellent customer service, be sure to include examples of how you've successfully handled customer enquiries or resolved conflicts in the past. We love hearing about your experiences!
Apply Early!:Don’t wait until the last minute to submit your application. We might close applications early if we find the right candidate, so get your CV and cover letter in as soon as you can through our website!
How to prepare for a job interview at The Riverside Group
✨Know Your Stuff
Before the interview, make sure you understand Riverside's mission and values. Familiarise yourself with their work in housing and support environments, especially how they assist vulnerable customers. This will show your genuine interest and help you connect your experience to their needs.
✨Showcase Your Skills
Prepare specific examples from your past experiences that highlight your communication and conflict resolution skills. Think of situations where you successfully handled difficult customers or resolved conflicts, as these are crucial for a Customer Service Assistant role.
✨Be Organised
Since the role involves managing various tasks, demonstrate your organisational skills during the interview. Bring a notepad with questions and notes about your experiences. This shows you're prepared and can handle the multi-tasking nature of the job.
✨Ask Thoughtful Questions
At the end of the interview, ask insightful questions about the team dynamics, training opportunities, or how success is measured in the role. This not only shows your enthusiasm but also helps you gauge if Riverside is the right fit for you.
