Customer Support Associate
2 weeks ago
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
- 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
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