Customer Support Assistant
| Posting date: | 14 May 2025 |
|---|---|
| Salary: | £17,538.19 per year |
| Hours: | Part time |
| Closing date: | 18 May 2025 |
| Location: | Sunderland, Tyne & Wear |
| Remote working: | Hybrid - work remotely up to 2 days per week |
| Company: | Gentoo Group Ltd |
| Job type: | Permanent |
| Job reference: |
Summary
Job Purpose
To assist with the provision of a comprehensive customer-focused support
service within Gentoo.
Key Responsibilities
To act as the first point of contact for customers accessing the Group
Deliver quality client-driven contact which maximises first contact resolution for customer enquiries. Take responsibility for owning repair requests, including complex issues, and dealing with customer dissatisfaction, to always find the best solution for the customer
Work as part of a one team culture to ensure continual customer satisfaction.
Capture complaints, comments and commendations and seek to find solutions to customer dissatisfaction.
Enhance the customer journey experience through the capture of quality and complete customer information, insight, via Contact Management systems.
Take ownership of enquiries across all service areas as well as responding within service standard targets to all.
Respond to requests for the Groups services and handle enquiries using the telephone, web, email, and any other communication channels which become available
Deal with all customer based enquiries in an efficient, courteous, friendly and customer focused manner
Undertake administrative tasks as instructed
Adhere to Group’s policies and procedures
Support customer driven change throughout the organisation
Demonstrate ownership, accountability and responsibility of customer issues
Promote a culture of collaborative working resulting in a high performance and customer driven teams
Share customer centered goals and objectives with colleagues across the business
Advertising Description
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 part time opportunity for an individual who has a passion for delivering excellent customer service to our customers, arranging repairs and general enquiries.
The 25 part-time hours for this position are to be worked on the following days:
Monday to Friday 12 pm- 5 pm
All our Customer Support Assistants are required to complete 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 focused environment delivering excellent service to customers.
Previous administrative experience in a customer service environment with the ability to use technology and update detailed customer records.
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.
To assist with the provision of a comprehensive customer-focused support
service within Gentoo.
Key Responsibilities
To act as the first point of contact for customers accessing the Group
Deliver quality client-driven contact which maximises first contact resolution for customer enquiries. Take responsibility for owning repair requests, including complex issues, and dealing with customer dissatisfaction, to always find the best solution for the customer
Work as part of a one team culture to ensure continual customer satisfaction.
Capture complaints, comments and commendations and seek to find solutions to customer dissatisfaction.
Enhance the customer journey experience through the capture of quality and complete customer information, insight, via Contact Management systems.
Take ownership of enquiries across all service areas as well as responding within service standard targets to all.
Respond to requests for the Groups services and handle enquiries using the telephone, web, email, and any other communication channels which become available
Deal with all customer based enquiries in an efficient, courteous, friendly and customer focused manner
Undertake administrative tasks as instructed
Adhere to Group’s policies and procedures
Support customer driven change throughout the organisation
Demonstrate ownership, accountability and responsibility of customer issues
Promote a culture of collaborative working resulting in a high performance and customer driven teams
Share customer centered goals and objectives with colleagues across the business
Advertising Description
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 part time opportunity for an individual who has a passion for delivering excellent customer service to our customers, arranging repairs and general enquiries.
The 25 part-time hours for this position are to be worked on the following days:
Monday to Friday 12 pm- 5 pm
All our Customer Support Assistants are required to complete 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 focused environment delivering excellent service to customers.
Previous administrative experience in a customer service environment with the ability to use technology and update detailed customer records.
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.
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.