Job Title: Customer Communication Officer
Contract Type: Permanent
Salary: £35,276.24 (£38,803.86 is achieved after 12 months successful performance in the role)
Working Hours: Full Time – 35 Hours
Working Pattern: Monday - Friday
Location: Liverpool - Hybrid
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.
The difference you will make as a Customer Communication Officer
You will lead on communication with customers and key external stakeholders on behalf of the building safety department in relation to out-of-service equipment and incidents. As part of the Customer Resolution and Communications team, you will work alongside colleagues to manage proactive & reactive communication – including our new lift management project - and ensuring that customers receive timely and concise updates which align to our overall strategy and keep our customers at the centre of all our communications. You will have an understanding of customer management and strong communication skills, working cross-team to make an impact on the delivery of customer experience in this area.
About you
We are looking for someone with:
- Experience of working within a customer service or safety environment dealing with customer contacts and communications.
- Customer focused with excellent written, strong phone and verbal communication skills along with active listening and the ability to work at all levels within the business
- Knowledge of communication channels and methodology to provide proactive communications and reactive communications to colleagues and customers.
- Knowledge of contact relationship management systems (CRM) and social media channels.
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.
This role also falls under our Ethnic Diversity guaranteed interview scheme. If you are Ethnically Diverse and demonstrate you meet the minimum criteria for the role you will be guaranteed an interview.
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 avoid disappointment.
