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:

Looking for a role that makes a difference in the community? Join Gentoo’s Housing team to cover maternity leave as a full-time Neighbourhood Support Assistant on a fixed-term contract until June 2026.
Enjoy a 36-hour workweek with a great schedule: Monday to Thursday, 8.30 am to 5.00 pm, and Friday, 8.30 am to 12.30 pm.
Neighbourhood Support Assistants are an integral part of our Neighbourhood teams across the city of Sunderland. They are responsible for supporting our Housing teams to deliver exceptional housing management service to our customers and the community. As vital members of our team, they handle and respond to a wide range of general enquiries in many ways, including face-to-face, telephone, email and social media. Neighbourhood Support Assistants deliver an excellent service to our customers and provide essential support to our Neighbourhood Coordinator teams.

Provide support to customers with a wide range of housing enquiries by telephone, email, social media or in person, either at one of our city offices or within the customer’s home.
Manage low-level rent arrears and sundry debts while maintaining an understanding of the challenges our customers face, such as the rising cost of living, welfare reforms, and navigating the benefits system, including universal credit
Support the neighbourhood teams with estate management, property, and compliance-related inspections, identify any actions required to maintain safety for customers and our neighbourhoods well-maintained.
Manage garage allocations and arrears.
Oversee the allocation of garages to customers, addressing and resolving any arrears in a professional and supportive manner.
Assist the neighbourhood team in allocating empty homes, including conducting viewings, preparing sign-ups, and gaining insights into the area’s stock profile and demand challenges.
Arrange and coordinate appointments with customers at convenient times.
Be accountable and take ownership of customer issues, working closely with colleagues or other agencies to ensure enquiries are resolved to a high level of customer satisfaction.
Demonstrate respect and empathy in every customer interaction, ensuring a compassionate and understanding approach to meet their needs