Job Description

We are a values-led, charitable organisation that provides more than 60,000 people in Sunderland with a place they can call home. We have a clear vision and a social purpose. We believe that everyone has the right to live in a good quality home that they can afford. We invest millions of ponds every year to keep our existing homes safe and descent. We also play our part in helping to deal with the UK housing crisis by building hundreds of new, modern homes to rent in Sunderland. We'd love for you to join us achieve our vision.

Salary :

25,255.00

:

Last year Gentoo's Customer Support Assistants answered over 200,000 calls at our busy contact centre, based at our head offices on Doxford International Business Park, Sunderland.



We are currently expanding our teams with a full time (Fixed Term) opportunity until end of March 2026 for an individual who has a passion for delivering excellent customer service to our customers, arranging repairs and general enquiries.



The full time working hours for this position are Monday-Thursday 08:30 am- 5pm and Friday 08:30am-12:30pm


The position is subject to a DBS check paid for by Gentoo.

A typical day as a Customer Support Assistant:

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.


Assist our customers with queries regarding repairs and servicing for their properties, helping prioritise their repairs and rescheduling service appointments.


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.


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 of working in a performance-driven, fast-paced customer/customer focussed environment delivering excellent service to customers is essential.


Previous administrative experience in a customer service environment with the ability to use technology and update detailed customer records is also essential.


Demonstrable ability to multitask, recording information accurately with a high level of attention to detail.


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.


Open to change and improving ways of working.


An ability to develop strong relationships with colleagues and customers.


Some of our great benefits include;


31 days annual leave (plus bank holidays) with an option to purchase up to 5 additional days per year. Early finish on Fridays Flexible and hybrid working. Free Health Cash Plan, with cashback for dental, optical, physio, wellbeing therapies and more, with some free child cover. Access to private healthcare through the Health Cash Plan. Competitive Aviva pension scheme - Gentoo will contribute up to 10% based on your personal contribution. Salary sacrifice electric vehicle scheme 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