Complaints Team Leader

Thirteen Group; Middlesbrough; Hybrid; GBP 43,000; Full time

Job summary

Thirteen Group is seeking a Customer Recovery Team Leader to join their Customer Experience team in Middlesbrough. This full-time role involves leading a team to handle customer complaints effectively while ensuring compliance with industry guidelines. The position offers a blend of office and remote work, competitive salary, and a range of benefits including generous annual leave and pension contributions.

Benefits

28-31 days annual leave

Pension contributions up to 17%

Health and wellbeing support

Discount and Reward platform

Opportunities to buy and sell annual leave

Qualifications

• Experience leading a team in a customer-focused environment.
• Ability to coach and develop staff effectively.

Responsibilities

• Lead the Customer Recovery team in resolving complaints.
• Ensure compliance with Housing Ombudsman's guidelines.
• Analyze customer feedback to improve service delivery.

Skills

Customer Focus

Team Leadership

Coaching

Job description

Join us as a Customer Recovery Team Leader at Thirteen Group!

Role Overview

Thirteen Group is on the lookout for a Customer Recovery Team Leader to join our Customer Experience team in Middlesbrough. You’ll join us on a full time, permanent basis to lead our Customer Recovery team in the handling of complaints - things can go wrong and when they do, we want to rectify issues as soon as possible.

You will spend 3 days per week in our offices at Hudson Quay, Middlesbrough, and 2 days from home. As a team leader you will have a team of 7 direct reports, including coordinators and administrators, and will report into our Customer Experience Manager, Bobby.

Thirteen Benefits

• Salary - £42,713 per annum (pay award pending)
• 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.
  
  

Key Responsibilities

• Reporting to our Customer Experience Manager, you’ll be responsible for the delivery of great customer service in the resolution of complaints.
• You’ll ensure that we are complaint with the Housing Ombudsman's guidelines, and you’ll resolve complaints in an impartial manner.
• You’ll also analyse data to inform the business on what our customers are telling us within their complaints and use that feedback to help inform how we deliver a great customer experience.
  
  

About You

• We’re looking for someone who has experience of leading a team to deliver a quality and customer focused complaints service.
• You will be able to coach and develop staff to achieve their objectives effectively.
• You should have a good understanding of a regulated business environment.
• You’ll have a full UK driving licence and access to a vehicle to travel around the region as necessary.
  
  

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 Bobby Usher, Customer Experience Manager for an informal discussion. Bobby can be contacted on 07884 547451.

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.