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Customer Support Associate

2 months ago

Sunderland, Sunderland, United Kingdom Gentoo Full time

About the Role:

Gentoo is seeking a highly skilled and motivated individual to join our team as a Customer Support Assistant. This is a challenging and rewarding role that requires a strong customer focus and the ability to work in a fast-paced environment.

Key Responsibilities:

  • 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

Requirements:

  • 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
  • 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

Benefits:

  • 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