Warning
This job advert has expired and applications have closed.
Neighbourhood Support Assistant
| Posting date: | 13 June 2025 |
|---|---|
| Salary: | £27,722 per year |
| Hours: | Full time |
| Closing date: | 23 June 2025 |
| Location: | Sunderland, Tyne & Wear |
| Remote working: | Hybrid - work remotely up to 2 days per week |
| Company: | Gentoo Group Ltd |
| Job type: | Temporary |
| Job reference: |
Summary
Looking for a role that makes a difference in the community? Join Gentoo’s Housing team to cover maternity leave as a full-time Neighbourhood Support Assistant on a fixed-term contract until June 2026.
Enjoy a 36-hour workweek with a great schedule: Monday to Thursday, 8.30 am to 5.00 pm, and Friday, 8.30 am to 12.30 pm.
Neighbourhood Support Assistants are an integral part of our Neighbourhood teams across the city of Sunderland. They are responsible for supporting our Housing teams to deliver exceptional housing management service to our customers and the community. As vital members of our team, they handle and respond to a wide range of general enquiries in many ways, including face-to-face, telephone, email and social media. Neighbourhood Support Assistants deliver an excellent service to our customers and provide essential support to our Neighbourhood Coordinator teams.
This position is subject to a basic DBS paid for by Gentoo.
Key responsibilities:
Provide support to customers with a wide range of housing enquiries by telephone, email, social media or in person, either at one of our city offices or within the customer’s home.
Manage low-level rent arrears and sundry debts while maintaining an understanding of the challenges our customers face, such as the rising cost of living, welfare reforms, and navigating the benefits system, including universal credit
Support the neighbourhood teams with estate management, property, and compliance-related inspections, identify any actions required to maintain safety for customers and our neighbourhoods well-maintained.
Manage garage allocations and arrears.
Oversee the allocation of garages to customers, addressing and resolving any arrears in a professional and supportive manner.
Assist the neighbourhood team in allocating empty homes, including conducting viewings, preparing sign-ups, and gaining insights into the area's stock profile and demand challenges.
Arrange and coordinate appointments with customers at convenient times.
Be accountable and take ownership of customer issues, working closely with colleagues or other agencies to ensure enquiries are resolved to a high level of customer satisfaction.
Demonstrate respect and empathy in every customer interaction, ensuring a compassionate and understanding approach to meet their needs
What we are looking for:
Proven ability to deliver exceptional customer service, prioritising customers' needs and ensuring they are at the heart of every interaction.
Demonstrable administration experience in a performance-driven, customer-focused environment, experience with Microsoft packages is essential.
Highly developed interpersonal skills with the ability to quickly build rapport with customers and external partner agencies while working as an integral part of a team are essential.
Demonstrable excellent communication skills developed across various methods, including IT, written, and verbal, with proven ability to effectively plan workload, adapt to changing priorities, and meet targets and deadlines.
Knowledge of the current issues surrounding social housing and how these affect our customers' lives and needs.
Adaptability to meet business needs, including the flexibility to work remotely or from any of the Group's office locations as required.
Ability to meet the operating hours and travel requirements of the role, with a full UK driver's license being highly desirable
We would also love you to have the following, however these are not essential:
A housing-related qualification
Housing sector work experience
A full UK driver’s licence.
Enjoy a 36-hour workweek with a great schedule: Monday to Thursday, 8.30 am to 5.00 pm, and Friday, 8.30 am to 12.30 pm.
Neighbourhood Support Assistants are an integral part of our Neighbourhood teams across the city of Sunderland. They are responsible for supporting our Housing teams to deliver exceptional housing management service to our customers and the community. As vital members of our team, they handle and respond to a wide range of general enquiries in many ways, including face-to-face, telephone, email and social media. Neighbourhood Support Assistants deliver an excellent service to our customers and provide essential support to our Neighbourhood Coordinator teams.
This position is subject to a basic DBS paid for by Gentoo.
Key responsibilities:
Provide support to customers with a wide range of housing enquiries by telephone, email, social media or in person, either at one of our city offices or within the customer’s home.
Manage low-level rent arrears and sundry debts while maintaining an understanding of the challenges our customers face, such as the rising cost of living, welfare reforms, and navigating the benefits system, including universal credit
Support the neighbourhood teams with estate management, property, and compliance-related inspections, identify any actions required to maintain safety for customers and our neighbourhoods well-maintained.
Manage garage allocations and arrears.
Oversee the allocation of garages to customers, addressing and resolving any arrears in a professional and supportive manner.
Assist the neighbourhood team in allocating empty homes, including conducting viewings, preparing sign-ups, and gaining insights into the area's stock profile and demand challenges.
Arrange and coordinate appointments with customers at convenient times.
Be accountable and take ownership of customer issues, working closely with colleagues or other agencies to ensure enquiries are resolved to a high level of customer satisfaction.
Demonstrate respect and empathy in every customer interaction, ensuring a compassionate and understanding approach to meet their needs
What we are looking for:
Proven ability to deliver exceptional customer service, prioritising customers' needs and ensuring they are at the heart of every interaction.
Demonstrable administration experience in a performance-driven, customer-focused environment, experience with Microsoft packages is essential.
Highly developed interpersonal skills with the ability to quickly build rapport with customers and external partner agencies while working as an integral part of a team are essential.
Demonstrable excellent communication skills developed across various methods, including IT, written, and verbal, with proven ability to effectively plan workload, adapt to changing priorities, and meet targets and deadlines.
Knowledge of the current issues surrounding social housing and how these affect our customers' lives and needs.
Adaptability to meet business needs, including the flexibility to work remotely or from any of the Group's office locations as required.
Ability to meet the operating hours and travel requirements of the role, with a full UK driver's license being highly desirable
We would also love you to have the following, however these are not essential:
A housing-related qualification
Housing sector work experience
A full UK driver’s licence.
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.