Riverside recognised for customer service excellence
Published by Roisin Rowley-Smith for Riverside in Housing and also in Care and Support
Riverside staff praised for customer service
National social housing provider Riverside has been shortlisted for an award to recognise its excellence in customer service.
The social landlord’s Customer Service Centre (CSC), based at its Speke office, is one of six selected for the European Call Centre and Customer Service Awards, in the category of Customer Service Team of the Year.
Anna Bishop, director of the CSC at Riverside, said: “We are delighted to have come this far in these awards, which are open to organisations across Europe. I’m really proud of the work our team does to support tenants countrywide, who contact us with a range of queries and issues – some of which can be extremely challenging.”
Riverside recently enlisted the help of the Samaritans to deliver training for call centre staff, due to the increasing number of distressed callers, worried about how welfare reforms may impact on them.
The Samaritans training was a first for the housing sector and has been a valuable asset to our team. Colleagues now feel better equipped to deal effectively with distressed callers, some of whom share suicidal thoughts with our staff.”
The winners are to be announced at a London based event in June this year.