Job PurposennTo assist with the provision of a comprehensive customer-focused supportnnservice within Gentoo.nnKey ResponsibilitiesnnTo act as the first point of contact for customers accessing the GroupnnDeliver quality client-driven contact which maximises first contact resolution for customer enquiries.\n\nTake responsibility for owning repair requests, including complex issues, and dealing with customer dissatisfaction, to always find the best solution for the customernnWork as part of a one team culture to ensure continual customer satisfaction.nnCapture complaints, comments and commendations and seek to find solutions to customer dissatisfaction.nnEnhance the customer journey experience through the capture of quality and complete customer information, insight, via Contact Management systems.nnTake ownership of enquiries across all service areas as well as responding within service standard targets to all.nnRespond to requests for the Groups services and handle enquiries using the telephone, web, email, and any other communication channels which become availablennDeal with all customer based enquiries in an efficient, courteous, friendly and customer focused mannernnUndertake administrative tasks as instructednnAdhere to Group’s policies and proceduresnnSupport customer driven change throughout the organisationnnDemonstrate ownership, accountability and responsibility of customer issuesnnPromote a culture of collaborative working resulting in a high performance and customer driven teamsnnShare customer centered goals and objectives with colleagues across the businessnnAdvertising DescriptionnnLast 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.nnWe are currently expanding our teams with a part time opportunity for an individual who has a passion for delivering excellent customer service to our customers, arranging repairs and general enquiries.nnThe 25 part-time hours for this position are to be worked on the following days:nnMonday to Friday 12 pm- 5 pmnnAll our Customer Support Assistants are required to complete a DBS check paid for by Gentoo.nnA typical day as a Customer Support Assistant:nnBe the first point of contact for customers contacting the Gentoo Group by phone.nnActively assist our customers’ enquiries in an efficient, courteous, and friendly manner.nnAssist our customers with queries regarding repairs and servicing for their properties, helping prioritise their repairs and rescheduling service appointments.nnUpdate customer account records accurately in relevant systems.nnUndertake other administrative tasks for other business areas and outbound service calls to customers with updates on their repairs.nnActively take full ownership of queries and resolve them at the first point of contact, liaising with repair managers and planners.nnWhat we are looking for:nnExperience of working in a performance-driven, fast-paced customer/customer focused environment delivering excellent service to customers.nnPrevious administrative experience in a customer service environment with the ability to use technology and update detailed customer records.nnDemonstrable ability to multitask, recording information accurately with a high level of attention to detail.nnA passion for delivering excellent customer service and a genuine desire to help your customers.nnConfidence to work collaboratively with colleagues and other parts of the business.nnOpen to change and improving ways of working.nnAn ability to develop strong relationships with colleagues and customers.nnProud member of the Disability Confident employer schemenDisability Confident About Disability Confident A Disability Confident employer will generally offer an interview to any applicant that declares they have a disability and meets the minimum criteria for the job as defined by the employer.\n\nIt is important to note that in certain recruitment situations such as high-volume, seasonal and high-peak times, the employer may wish to limit the overall numbers of interviews offered to both disabled people and non-disabled people.\n\nFor more details please go to Disability Confident.