Customer Support Assistant - (Out of hours)
| Posting date: | 10 September 2024 |
|---|---|
| Salary: | £25,496.57 to £25,496.57 per year |
| Hours: | Part time |
| Closing date: | 20 September 2024 |
| Location: | Sunderland, Tyne & Wear |
| Remote working: | On-site only |
| Company: | Gentoo Group Ltd |
| Job type: | Permanent |
| Job reference: |
Summary
The Company
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.
About the role:
Gentoo have a state-of-the-art control centre that provides services to customers 24/7 - all year round. The role involves monitoring CCTV, controlling access to multi storey and sheltered scheme developments, handling emergency out of hours call requests from customers along with emergency repairs. The role also includes responding to fire alarm activation in multi tenanted blocks and liaising with the emergency services.
Due to the 24/7 nature of the role, candidates applying need to be flexible and have the ability to work a varied shift pattern, which can include day and night shifts and weekend working.
The role is subject to a basic DBS paid for by Gentoo.
Key responsibilities will include the following, a full job description is available to view at www.gentoogroup.com/careers
• Monitor CCTV and control security of blocks and surrounding areas across the city
• View archived recorded images and securely transfer footage to archives.
• Monitor the door entry system and control access to blocks.
• Handle calls from customers, dealing with their queries as required.
• Administer the emergency out of hours repairs service, taking calls, scheduling work, and liaising with operatives or the duty manager as required.
• Record information onto in-house IT systems
• Liaise with external stakeholders such as City of Sunderland Council/Social Services/Utility supplies.
• Respond to fire alarm activation efficiently, following the correct procedures.
• Ensure any faults or system issues are escalated appropriately.
• Handle calls to the Anti-social behaviour Helpline
• Respond to customer complaints in a timely manner to resolve. This may include liaising with the appropriate Neighbourhood Management teams.
What we are looking for:
• Demonstrable experience of working in a performance driven, fast paced customer/customer focused environment, where you have taken ownership and responsibility of customers issues.
• Previous administrative experience and competency using Microsoft packages.
• Confidence and ability to multitask, recording information accurately with diligence.
• Outstanding people skills with the ability to build rapport quickly.
• Resilient, tactful, diplomatic, and tenacious, with the ability to work in a changing and challenging environment.
• An empathetic and compassionate approach with customers
• As this is a multi-discipline role, you must be able to demonstrate the ability to multi-task, prioritise workloads and keep calm under pressure.
• Ability to cover required operating hours of the post – 24/7 shift pattern, 365 days of the year includes Bank Holidays, Christmas Day, Boxing Day, and New Year’s Day
Some of our great benefits include:
31 days annual leave with an option to purchase up to 5 additional days per year.
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.
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.
About the role:
Gentoo have a state-of-the-art control centre that provides services to customers 24/7 - all year round. The role involves monitoring CCTV, controlling access to multi storey and sheltered scheme developments, handling emergency out of hours call requests from customers along with emergency repairs. The role also includes responding to fire alarm activation in multi tenanted blocks and liaising with the emergency services.
Due to the 24/7 nature of the role, candidates applying need to be flexible and have the ability to work a varied shift pattern, which can include day and night shifts and weekend working.
The role is subject to a basic DBS paid for by Gentoo.
Key responsibilities will include the following, a full job description is available to view at www.gentoogroup.com/careers
• Monitor CCTV and control security of blocks and surrounding areas across the city
• View archived recorded images and securely transfer footage to archives.
• Monitor the door entry system and control access to blocks.
• Handle calls from customers, dealing with their queries as required.
• Administer the emergency out of hours repairs service, taking calls, scheduling work, and liaising with operatives or the duty manager as required.
• Record information onto in-house IT systems
• Liaise with external stakeholders such as City of Sunderland Council/Social Services/Utility supplies.
• Respond to fire alarm activation efficiently, following the correct procedures.
• Ensure any faults or system issues are escalated appropriately.
• Handle calls to the Anti-social behaviour Helpline
• Respond to customer complaints in a timely manner to resolve. This may include liaising with the appropriate Neighbourhood Management teams.
What we are looking for:
• Demonstrable experience of working in a performance driven, fast paced customer/customer focused environment, where you have taken ownership and responsibility of customers issues.
• Previous administrative experience and competency using Microsoft packages.
• Confidence and ability to multitask, recording information accurately with diligence.
• Outstanding people skills with the ability to build rapport quickly.
• Resilient, tactful, diplomatic, and tenacious, with the ability to work in a changing and challenging environment.
• An empathetic and compassionate approach with customers
• As this is a multi-discipline role, you must be able to demonstrate the ability to multi-task, prioritise workloads and keep calm under pressure.
• Ability to cover required operating hours of the post – 24/7 shift pattern, 365 days of the year includes Bank Holidays, Christmas Day, Boxing Day, and New Year’s Day
Some of our great benefits include:
31 days annual leave with an option to purchase up to 5 additional days per year.
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.
Proud member of the Disability Confident employer scheme
Disability Confident
About Disability Confident
A Disability Confident employer will generally offer an interview to any applicant that declares they have a disability and meets the minimum criteria for the job as defined by the employer. It is important to note that in certain recruitment situations such as high-volume, seasonal and high-peak times, the employer may wish to limit the overall numbers of interviews offered to both disabled people and non-disabled people. For more details please go to Disability Confident.