Management Services Officer

• Job Title: Housing Management Services Officer
• Contract Type: Fixed Term Contract for 6 months
• Salary: £26,153.96 Per Annum (£28,739.52 after 12 months successful performance)
• Working Hours: 35 hours per week
• Working Pattern: Monday to Friday, 0900 to 1630hrs
• Location: Liverpool

Please attach a current CV and covering letter. Riverside recruits to potential, so apply even if you don’t meet all essential criteria.

You will deliver quality housing management services to customers of social housing and RHO, ensuring customer queries are dealt with quickly and accurately. You will role model Riverside Way values and work closely with other teams to meet our aspirations and earn customer trust. You will drive continuous improvement of the customer experience while reducing waste and improving value for money.

We are looking for someone with:

• Demonstrable commitment to Riverside Values
• Proven ability to successfully resolve customer queries
• A strong customer focus, with excellent communication and influencing skills

At Riverside we enhance everyday life for all customers. For 90 years we revitalise neighbourhoods and support communities by providing the homes they need. Our portfolio of over 75,000 affordable homes spans the UK, from homelessness services to retirement living. Working with us you’ll enjoy:

• Competitive pay & generous pension
• 28 days holidays plus bank holidays
• Flexible working options available
• Investment in learning, personal development and technology
• A wide range of benefits

We are inclusive. We value diversity in all its forms, fostering a workplace where all individuals are respected, empowered and heard. Riverside is a Disability Confident Employer and operates a Guaranteed Interview Scheme for any applicant who declares a disability. If the applicant meets the minimum requirements for the role they will be guaranteed an interview.

Applications may close before the deadline, so please apply early to be considered.

Deliver end‑to‑end case management of simple tenancy & leasehold queries that do not require site visits, maintaining accurate records and escalating issues where appropriate. Use the workflow management system to resolve queries, escalated decisions, direct tasks and progress cases in accordance with policies and procedures. Work collaboratively with colleagues in the Customer Service Centre and Housing Services to resolve queries quickly, without multiple handoffs, maintaining accurate customer records to support effective tenancy and leasehold management.

Contribute to process improvement and identify opportunities to enable first contact resolution by improving information held in the Knowledge Base. Ensure compliance with Group requirements in health & safety, safeguarding, equality & diversity, and data protection.

• Demonstrable commitment to Riverside Values
• Proven ability to successfully resolve customer queries
• A strong customer focus, with excellent communication and influencing skills
• Experience of working in tenancy and / or leasehold management
• Proficient in use of MS Office Suite
• Excellent attention to detail with the ability to work under pressure, deliver to strict deadlines and manage conflicting priorities
• Proactive approach, able to work flexibly and adapt to changing situations, and to support colleagues to do the same

• Competence in using Open Housing and Salesforce

Riverside is one of the UK’s leading not‑for‑profit social housing and regeneration organisations, owning or managing around 75,000 homes from Irvine to Kent. We are a leading provider of supported housing services, particularly for those affected by homelessness, and our track record of transforming lives and revitalising neighbourhoods dates back over 90 years. We have plans to build over 15,000 affordable homes over the next decade.

• Locations Estuary Blvd, Liverpool, L24 8RF
  , GB