Let Line Advisor - Liverpool, United Kingdom - The Riverside Group

The Riverside Group

Verified Company

Liverpool, United Kingdom

2 weeks ago

Posted by:

Tom O´Connor

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Description

LET Line Advisor

Fixed Term Contract 6 Months 35 Hours

Based in Liverpool

Salary £24,315- £26,875

Working Pattern Monday - Friday 09:00am -17:00pm

Want to make a real difference to the lives of people? For over 90 years, The Riverside Group has been providing affordable housing across the UK to ordinary people as well as care for the elderly and support for those who face homelessness.

To achieve this we need people who share our passion for positive relationships, protecting our customers and promoting Riverside.

As one of our Let Line Advisors, you can play a key part in helping us to transform lives and revitalise neighbourhoods.

The difference you'll make

In this role, you'll be delivering a telephone service that offers advice and support in relation to Life Enhancing Technologies (LET's).

The advisors will be required

This will involve handling calls, offering a high-quality service to customers, as well as completing Helpline referrals from external agencies and health authorities.

Your work will ensure we are taking appropriate action to ensure the effective delivery of services. This will include liaison with colleagues in other departments, contacting external agencies and organisations.

Training on Helpline and maintaining competency on an ongoing basis, you will maintain accurate and up to date records of customer contact, contact FGF customers by telephone in line with agreed procedures e.g.

following up on customer enquiries and identify opportunities for improving service delivery.

So, who are you?
We're looking for someone with experience of delivering customer service in a fast-paced environment with competing priorities.

You'll have experience of providing general administrative support and be results focussed with the ability to take ownership of tasks and appropriate escalation of unresolved issues.

In addition, you'll be customer focussed with excellent communication skills both written and verbal with the confidence to interact with both customers and employees at all levels.

With the ability to show initiative and propose solutions to issues identified, you'll have a high level of attention to detail and accuracy and be an excellent team player who can work flexibly to meet business requirements

Enjoy the rewards

This a job that offers true satisfaction with the chance to help those who can't afford a house of their own.

You'll find Riverside to be an organisation that is focused on being an employer of choice where people thrive, and your voice is truly heard.

Working with us, you'll enjoy competitive pay, a wide range of benefits, flexible working, employee offers, and the chance to learn valuable new skills.

We empower our people to do great work by investing in learning, personal development, and technology.

If you're the kind of person that wants to do a really great job and make a difference to our customers, we think you'll love it here.

Sound like a challenge you'd like to take on? Then get in touch and let's talk about how you can help us transform lives and revitalise neighbourhoods.

We encourage applicants from all sections of the community so that we can truly reflect the neighbourhoods in which we work. _

Role Profile

Answering inbound telephone queries, setting correct customer expectations
Outbound calls to clients to arrange appointment bookings for new installs, services, and repairs in line with agreed processes.
To maintain accurate and up to date records of customer contact and client information.
Take appropriate action to ensure the effective delivery of all helpline services. This will include liaison with internal departments and external agencies or organisations.
Communicating and working in a team environment to ensure referrals and calls are actioned within set service level agreements.
Case manage inbound referrals through to end resolution within set service level agreements
Case manage internal mailbox referrals from technicians, advisors, and other business areas to end resolution. Providing feedback where required to help with learning and development.
Proactively manage helpline services schedule to ensure all equipment services are completed before their due date.
Managing helpline repairs booking schedule to ensure any equipment repairs due are completed within set service level agreements
Arrange equipment collections from clients who no longer require the use of our service.
Effective appointment planning for all job types including critical and noncritical.

Stock Control

Keep an accurate and up to date log of all stock. Place orders with suppliers to ensure we maintain stock levels.
Accurately input new stock and remove lost or faulty stock in answer link
To carry out any other duties to ensure the effective operation of the LET's Line service.
To train on Helpline and maintain competency on an ongoing basis.
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