Job Title : Customer Comms Officer
Contract Type : Permanent
Salary : £31,614 (£34,941 is achieved after 12 months successful performance in the role)
Working Hours: 35 hours per week
Working Pattern : Monday – Friday
Location: Speke , Liverpool (Hybrid)

For your application to be considered please attach a current CV and cover letter.
Applications may close before the deadline, so please apply early to avoid disappointment.

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 (Full Time Equivalent)
• Flexible working options available
• Investment in your learning, personal development and technology
• A wide range of benefits

The difference you will make as a Customer Comms Officer

The role holder will be the lead on communication with colleagues and customers on behalf of the building safety department. You support in the development of a communication strategy. Manage reactive communication on repairs, compliance and incidents and work collaboratively with key stakeholders to keep customers and colleagues up to date. Support communication on key incidents to colleagues and customers and work with partner organizations. Support developing documentation, literature, and feed into campaigns etc.

About you

We are looking for someone with:

• Knowledge of communication channels and methodology to provide proactive communications and reactive communication to colleagues and customers.
• knowledge Contact relationship management systems (CRM) and social media channels.
• Experience of producing internal communications and briefings to deliver key messages
  

Role requires you to:

• Plan, organize and manage marketing campaigns, promotional events, and projects from conception through to completion, in line with agreed requirements and corporate brand guidelines.
• Support in the development of customer and colleagues literature and promotional material to market our services and keep customer informed and ensure that it is distributed effectively to targeted audiences.
• Utilize appropriate and available communications channels to ensure key messages reach target audiences at agreed intervals, in line with corporate guidelines.
• Build and maintain positive relationships with customers, colleagues, partners, and external stakeholders.
• Attend events organized for customers, partners and external agencies and support the building safety team on customer engagement events.
• Support team leader and manager on staff comms, including staff newsletters, monthly updates, and reactive communications.
• To support the Team leader, develop, implement, and maintain all systems within Customer Services team.
• Support the Customer Resolution team leader communicate with customers on complaint cases and the outcome of complaints to customers and liaise with colleagues and 3 rd parties to obtain relevant information and updates.
• Review lessons learned from enquiries, complaints, and work with teams to develop proactive communications to reduce contacts etc. and support on customer complaints where required.
• Build sustainable relationships and engage customers, stakeholders, and colleagues by going the extra mile and role modelling Our Riverside Way values
• Deal with enquiries from customer in relation to outstanding works and provide reactive updates to customers including repairs, compliance, and remedial works.
• Undertake investigations to obtain updates from colleagues, external suppliers and 3rd party partner organizations and update customers.
• Incident management and business continuity – inform customers
• Provide a supporting role on our internal website, RIC and updating content.
• Support Contractors and Colleagues to gain access to customers homes and shared spaces.
  

Knowledge, Skills and Experience

Essential

• 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 communication to colleagues and customers.
• knowledge Contact relationship management systems (CRM) and social media channels.
• Customer focus and adaptability to different personality types
• Ability to multi-task, set priorities and manage time effectively
• Experience of producing internal communications and briefings to deliver key messages

Desirable

• Knowledge of building safety activity and services
• Knowledge of Job management and compliance systems (open housing, promaster, C365)