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Customer Support Associate

2 months ago

Sunderland, Sunderland, United Kingdom Gentoo Full time
{"title": "Customer Support Assistant", "description": "About the Role

Gentoo's control centre operates 24/7, providing services to customers throughout the year. As a Customer Support Assistant, you will be responsible for monitoring CCTV, controlling access to multi-storey and sheltered scheme developments, and handling emergency out-of-hours call requests from customers. You will also respond to fire alarm activations and liaise with emergency services.

This role requires flexibility and the ability to work a varied shift pattern, including day and night shifts and weekend working. The successful candidate will be subject to a basic DBS check, paid for by Gentoo.

Key Responsibilities
  • Monitor CCTV and control security of blocks and surrounding areas
  • 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 and Social Services
  • Respond to fire alarm activations 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
Requirements
  • Demonstrable experience of working in a performance-driven, fast-paced customer-focused environment
  • 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
  • Ability to cover required operating hours of the post, including 24/7 shift pattern, 365 days of the year
", "lang_code": "en-US"}