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Customer Services Assistant - The Riverside Group

Job Title: Customer Services Assistant - The Riverside Group
Contract Type: Contract
Location: Liverpool
Salary: £10 - 12 per hour
REF: NYKLH142908
Contact Name: Nanayaw Kyeremeh
Contact Email:
Job Published: 28 days ago

Job Description

The Riverside Group - Customer Services Assistant (Helpline Service)

Location: Liverpool, L24 8RF

Contract: Initially to 19th March 2021 with possible extension

Hours: Full flexibility to work across 7 days between 06:00 - 23:00

Payrate: £10 - £12 an Hour



CSC - general Customer Service team, dealing with rent payments and any queries from tenants nationally.

Helpline service - emergency helpline team dealing with time critical situations - i.e. domestic violence - very difficult conversations - would ideally like people from NHS111 or call handler backgrounds.

12 months + inbound customer service contact centre experience


Duties & Responsibilities

Deal with all service enquiries to Riverside through a variety of media (phone, text, email and web). 

Diagnose and order repairs including liaison with contractors and guiding customers through simple processes to resolve issues themselves, identification of rechargeable repairs through appropriate questioning, explanation of policy and taking payment,

identify repairs under defects and provide advice and order under specialist database. 

Provide information and respond to enquiries on planned and cyclical maintenance programmes specific to individual property or location. 

Identification and processing of applications for housing and transfers and exchanges using the system and avenue appropriate for the specific location and request type. 

Raise rent account issues, handling rent account enquiries, making payment agreements, taking payments, setting up direct debits, providing advice, carrying out welfare benefit checks and calculations and making referrals or recommendations. 

Provide advice and assistance on housing management issues including tenancy matters such as transfers, joint tenancies and successions; information on neighbourhood management and environmental issues and local neighbourhood initiatives. 

Manage contacts regarding ASB including listening sympathetically, assessing appropriate advice to be given based on history and information provided by caller, recording of report on HUB database and referring to specific local specialist or external agency. 

No Second Night Out contacts to be handled by eliciting and noting required information to ensure safe and prompt interaction from site-based team. Identify through customer interaction or direct request the need for an aid or adaptation,

the level of adaptation required and provide advice, order adaptation or make referral as is appropriate. 

Provide advice and information on Home Ownership properties available and log specific details if interest with customers for divisional action. 


Recruitment is done in line with safe recruitment practices. 4Recruitment Services is an equal opportunities employer.

To discuss this vacancy or other vacancies in your area please contact Nana Kyeremeh on 0208 514 9137 or Email 

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