Customer Support Assistant - Fixed term contract

About The Role

Last year Gentoo’s Customer Support Assistants answered over 200,000 calls at our busy contact centre, based at our head office at Doxford International Business Park, Sunderland. We are currently increasing our teams to support our customers and are looking for individuals who have a passion for delivering excellent customer service to our customers arranging repairs and general enquiries, to join us on a fixed-term basis until March 2025.

Are you the right candidate for this opportunity Make sure to read the full description below.

Working pattern: Mon – Fri (daytime only)

Interviews for these opportunities will take place start of November 25, with start dates within the same month where possible.

All our Customer Support Assistants are required to complete a DBS check paid for by Gentoo.

A Typical Day As a Customer Support Assistant

• You will be the first point of contact for customers contacting the Gentoo Group by phone.
• Actively assist our customers’ enquiries in an efficient, courteous, and friendly manner.
• You will assist our customers with queries regarding repairs and servicing for their properties, helping prioritise their repairs and re-scheduling service appointments.
• You will also update customer account records accurately in relevant systems.
• Undertake other administrative tasks for other business areas and outbound service calls to customers with updates on their repairs.
• You will actively take full ownership of queries and resolve them at the first point of contact, liaising with repair managers and planners.
  
  

What We Are Looking For

• Experience in delivering excellent customer service.
• A ‘can do’ professional attitude.
• A passion for delivering excellent customer service and a genuine desire to help your customers.
• Confidence to work collaboratively with colleagues and other parts of the business.
• Demonstrable ability to use technology to navigate systems and update customer records with great attention to detail.
• Open to change and improving ways of working.
• An ability to develop strong relationships with colleagues and customers.
  
  

What We Offer

• 31 days paid holiday (pro rata) - plus bank holidays
• Free parking
• Access to private healthcare via a Health Cash Plan scheme.
• Health Cash Plan with cashback for dental, optical, physio, wellbeing therapies and more. Including some free child over.
• Competitive Aviva pension scheme - Gentoo will contribute up to 10% based on your personal contribution.
• Salary sacrifice scheme for electric car (lease car)
• Enhanced family-friendly leave
• Car mileage allowance if you use your personal vehicle for business purposes.
• Life assurance cover to the value of 3 times your annual salary.
  
  

Closing Date

29/10/2024

We're a housing association that provides more than 60,000 people in Sunderland with a place they can call home. We're a values-driven organisation, with a clear vision, a social purpose and a commitment to investing in people, place and property. We believe everyone has the right to live in a good quality home they can afford and invest millions of pounds every year in keeping our existing homes safe, secure, and compliant.

We're also playing our part in addressing the UK housing crisis locally, by building hundreds of new, modern and contemporary homes for rent in Sunderland - homes that meet the needs of local people. Not only do we provide vital housing - we support our tenants, residents and communities by investing in services that help people live their best possible life.

This includes helping people to work, victims of domestic abuse and anti-social behaviour, young people to live independently, as well as a wellbeing service that supports our elderly tenants and residents.

PLACEHOLDER