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.

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

DUE TO THE 24/7 NATURE OF THE ROLE, CANDIDATES MUST BE ADAPTABLE TO A VARIED SHIFT PATTERN, INCLUDING DAY AND NIGHT SHIFTS, AS WELL AS WEEKEND WORKING.

The role is subject to a basic DBS paid for by Gentoo.

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.