Job Description

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.

If you have any accessibility needs or require adjustments, please let us know—we’re here to support you.

We may close this vacancy earlier than the advertised closing date if we receive a large number of applications. We encourage you to apply as soon as possible to ensure your application is considered.

Salary :

£22,288.28

Last year, Gentoo’s Customer Support Assistants answered over 200,000 calls at our busy contact centre, based at our head offices on Doxford International Business Park, Sunderland.

We are currently expanding our teams with a part-time (Fixed Term) opportunity until the end of May 2027 for an individual who has a passion for delivering excellent customer service to our customers, arranging repairs and general enquiries.

The part-time working hours for this position are Monday-Friday 11 am - 5 pm

The position is subject to a DBS check paid for by Gentoo.

A typical day as a Customer Support Assistant:

Be the first point of contact for customers contacting the Gentoo Group by phone.

Actively assist our customers’ enquiries in an efficient, courteous, and friendly manner.

Assist our customers with queries regarding repairs and servicing for their properties, helping prioritise their repairs and reschedule service appointments.

Update customer account records accurately in relevant systems.

Undertake other administrative tasks for other business areas and outbound service calls to customers with updates on their repairs.

Actively take full ownership of queries and resolve them at the first point of contact, liaising with repair managers and planners.

What we are looking for:

Experience of working in a performance-driven, fast-paced, customer/customer focussed environment delivering excellent service to customers is essential.

Previous administrative experience in a customer service environment, with the ability to use technology and update detailed customer records, is also essential.

Demonstrable ability to multitask, recording information accurately with a high level of attention to detail.

A passion for delivering excellent customer service and a genuine desire to help your customers.

Confidence to work collaboratively with colleagues and other parts of the business.

Open to change and improving ways of working.

An ability to develop strong relationships with colleagues and customers.

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