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 : £27,722.00 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. This position is subject to a basic DBS paid for by Gentoo. Key responsibilities: 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 What we are looking for: Proven ability to deliver exceptional customer service, prioritising customers' needs and ensuring they are at the heart of every interaction. Demonstrable administration experience in a performance-driven, customer-focused environment, experience with Microsoft packages is essential. Highly developed interpersonal skills with the ability to quickly build rapport with customers and external partner agencies while working as an integral part of a team are essential. Demonstrable excellent communication skills developed across various methods, including IT, written, and verbal, with proven ability to effectively plan workload, adapt to changing priorities, and meet targets and deadlines. Knowledge of the current issues surrounding social housing and how these affect our customers' lives and needs. Adaptability to meet business needs, including the flexibility to work remotely or from any of the Group's office locations as required. Ability to meet the operating hours and travel requirements of the role, with a full UK driver's license being highly desirable We would also love you to have the following, however these are not essential: A housing-related qualification Housing sector work experience A full UK driver’s licence. 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