Thirteen Group
Out of Hours Customer Support
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Join us as a Out of Hours Customer Support at Thirteen Group!
Role Overview
Thirteen Group is on the lookout for an Out of Hours Customer Support to join our team for 15 hours per week. Working from our head office in Hudson Quay, Middlesbrough, you’ll support our customers to ensure that emergencies are dealt with effectively and safely.
Hours of work will be around our call demands out of hours and will always require flexibility to reflect the customer and business need. Shifts during the week will usually be between 5pm and 11pm, weekend and bank holiday shifts can vary throughout the day into the evening usually between 8am and 10pm.
Thirteen Benefits
- Salary £14,960.54 (FTE £27,677)
- Annual leave starting at 28 days and rising to 31 days after three years, a day off for your birthday, plus bank holidays.
- Pension up to 17% contributions (flexible contribution rates of up to 7% colleague and up to 10% employer).
- Simply Health save money on common health expenses and get access to health and wellbeing support services.
- T’dar our Discount and Reward platform giving you huge savings on everyday brands.
- Opportunities to buy and sell annual leave
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Key Responsibilities
- Logging and raising emergency repairs for our customers out of hours, including complex issues and dealing with customer dissatisfaction.
- Scheduling all emergency repairs with the on-call repairs team, utilising technology, to ensure any emergencies are dealt with efficiently and safely.
- Delivering first class customer experiences over the phone, email and other avenues, ensuring resolution at first contact wherever possible.
- Taking ownership of customer enquiries to find the best solution for the customer.
About You
- Comfortable with using a range of IT systems and media.
- Works well under pressure whilst handling a wide range of customer enquiries that require attention to detail.
- Excellent communication skills. We’re looking for someone who can empathise, listen, and respond to the needs of customers to resolve issues.
- A problem solver who can identify and offer solutions. Continuous improvement will be at the heart of what you do.
- Most of all, passionate about providing a great customer experience!
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Why Thirteen Group?
We’re more than just a housing association we’re a community builder. As the largest housing association in the North East and among the top 25 nationally, we manage over 34,000 properties.
- 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 Ellie Sargent, Control Room Response Team Leader, on 07581 032449 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.
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