Concierge Assistant

We are a values-led, charitable organisation that provides more than 60,000 people in Sunderland with a place they can call home. We have a clear vision and a social purpose. We believe that everyone has the right to live in a good quality home that they can afford. We invest millions of ponds every year to keep our existing homes safe and descent. We also play our part in helping to deal with the UK housing crisis by building hundreds of new, modern homes to rent in Sunderland. We'd love for you to join us achieve our vision.

**_Salary : _**

£26,488.60

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 activation's in multi-tenanted buildings and liaise with emergency services to ensure swift and effective action.

**Key responsibilities will include**:
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.

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.

**What we are looking for**:
**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**

Demonstrable experience of working in a performance driven, fast paced customer/customer focussed 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.

As this is a multi-discipline role, you must be able to demonstrate the ability to multi-task, prioritise workloads and keep calm under pressure.

Some of our great benefits include;
- 31 days annual leave (plus bank holidays) with an option to purchase up to 5 additional days per year.
- Early finish on Fridays
- Flexible and hybrid working.
- 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