Thirteen Group is on the lookout for a Customer Complaints Coordinator (Internally known as Customer Recovery Co-ordinator) to join our Customer Experience team. You’ll play a key role in helping us resolve complaints and insurance claims while improving the overall experience for our customers turning tricky situations into positive outcomes wherever possible.
This is a hybrid role, so you’ll work between home and at least one day a week from our fantastic office at Hudson Quay in Middlesbrough. We’ll need you to be flexible around business and team need, so you may need to come into the office more frequently when required.
Thirteen Benefits:
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Salary £35,005 per annum
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Annual leave starting at 28 days and rising to 31 days after three years, a day off for your birthday, plus bank holidays.
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Pension up to 17% contributions (flexible contribution rates of up to 7% colleague and up to 10% employer).
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Simply Health save money on common health expenses and get access to health and wellbeing support services.
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T’dar our Discount and Reward platform giving you huge savings on everyday brands.
- Opportunities to buy and sell annual leave
Key Responsibilities:
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Managing complaints and insurance claims from start to finish, making sure customers get clear, timely updates
- Speaking with customers across different channels to fully understand issues and agree the best way forward
- Working closely with colleagues and stakeholders to resolve cases and drive the right outcomes
- Keeping accurate records and using data to spot trends and improve services
- Supporting teams by sharing learning and helping improve how we handle complaints
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Taking ownership of more complex cases and turning challenging experiences into positive ones for customers
About You:
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You’ve got experience handling complaints in a fast-paced, customer-focused environment, or you’ve gained knowledge within a housing setting
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You’re confident communicating with customers, even in sensitive or difficult situations
- You’re organised, detail-focused and comfortable working with systems and data
- You’re a natural problem solver who enjoys getting to the root of issues
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You build strong relationships and work well with others to get things done
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You can write clearly and professionally, adapting your style depending on the audience
Why Thirteen
At Thirteen, we work together to provide quality homes, build stronger communities, and support people to live well. As the largest housing association in the North East and among the top 25 nationally, we manage over 36,000 homes, with over 1,600 colleagues providing services for around 100,000 customers.
Our vision is to be the most trusted housing association, with happy customers. In fact, we put customers at the heart of everything we do.
- Join a team that’s local at heart but welcomes talent from everywhere.
- Be part of an organisation that values diversity and inclusivity.
- Be a part of a company that offers tailored support services, going beyond just housing solutions.
Interested?
For more details, please refer to the attached documents.
If you’d like to talk more about the role, please contact Rob Hopkins, Customer Recovery Team Leader on 07815 474026 for an informal discussion.
NO RECRUITMENT AGENCIES, please.
Are You Ready for a Rewarding Challenge?
Join us at Thirteen Group and be a part of our vision to improve lives every day. APPLY NOW and start your journey towards making a meaningful impact in our community!
As part of our hiring process, if you’re successful we’ll need to verify your right to work in the UK. Unfortunately, we are not a Skilled Worker Sponsoring Employer at this time.
In some circumstances, for example roles that are critical to the business where the market demand for candidates with that skillset is particularly high, we may shortlist, interview and potentially make an offer during the period that the advert is open.
