Concierge Assistant

Overview We’re a values-driven, charitable organisation on a mission to make a real difference in Sunderland. Every day, we provide more than 60,000 people with a place they’re proud to call home. Our vision is clear: everyone deserves a good-quality home they can afford. We invest millions of pounds each year to keep our homes safe and decent, while also playing a part in tackling the UK housing crisis by building hundreds of modern, energy-efficient homes for rent right here in Sunderland. If you share our passion for creating thriving communities and want to be part of something that truly matters, we’d love for you to join us and help achieve our vision. Salary: £26,488.60 Job Description: Join Gentoo’s dedicated team, providing round-the-clock services to customers every day of the year. This role involves CCTV monitoring, access control for multi-storey and sheltered schemes, handling emergency out-of-hours calls, and coordinating urgent repairs. You will also respond to fire alarm activations in multi-tenanted buildings and liaise with emergency services to ensure swift and effective action. Working Pattern: This role involves shift work as part of a 24/7 operation, 365 days a year, including Bank Holidays such as Easter, Christmas Day, Boxing Day, and New Year’s Day. You’ll need to maintain the ongoing ability to work the required shift hours for the post. The role is subject to a basic DBS arranged and funded by Gentoo. Key responsibilities will include: Handle calls from customers, addressing their queries as needed. 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 the 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 promptly to resolve them effectively. This may include liaising with the appropriate Neighbourhood Management teams. Monitor CCTV and control the 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. What we are looking for The ongoing ability to work the required shift hours for the post. Working as part of a 24/7 operation, 365 days a year, including Bank Holidays such as Easter, Christmas Day, Boxing Day, and New Year’s Day. Demonstrable experience of working in a performance-driven, fast-paced customer/customer-focused environment, where you have taken ownership and responsibility for customers' issues. Previous administrative experience and competency using Microsoft packages. Confidence and ability to multitask, recording information accurately with diligence. Highly developed 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. As this is a multi-disciplinary role, you must be able to demonstrate the ability to multitask, prioritise workloads and keep calm under pressure. #J-18808-Ljbffr