Customer Ambassador

Bidvane; Tees Valley; Hybrid; GBP 21,000 - 32,000; Full time

Benefits offered by this job

Annual leave

Birthday day off

Pension contributions

Health support

Discounts

Leave trading

Job summary

Thirteen Group is recruiting a Customer Ambassador to support repairs and Awaab’s Law compliance in our Awaab’s Law team within Repairs, providing administrative support, keeping customers informed, and helping resolve enquiries. The role is hybrid, requiring at least two days per week at Hudson Quay in Middlesbrough and 37 hours per week.

You will work with internal and external stakeholders to meet regulatory requirements, monitor repairs from report to resolution, gather feedback, and

Qualifications

• Customer service experience in a customer-facing environment.

Responsibilities

• Provide administrative support across Repairs and Maintenance, keep customers informed through the repairs journey and maintain accurate records.
• Complete written summaries and communications accurately and on time to meet Awaab’s Law requirements.
• Work with internal and external stakeholders to meet regulatory and government requirements.
• Monitor emergency and Awaab’s Law repairs from initial report to resolution, supporting smooth and customer-focused delivery.
• Resolve customer enquiries and complaints promptly and effectively.
• Gather customer feedback and contribute to reviewing and improving services and the customer experience.

Skills

Communication

Empathy

Customer service

Stakeholder relations

IT systems

Organisation

Proactivity

Problem solving

Record keeping

Tools

IT systems

Job description

The Customer Ambassador sits in Thirteen Group’s Awaab’s Law team within Repairs, supporting work on damp, mould, disrepair and other hazards. The role coordinates repair administration, keeps customers updated and helps resolve enquiries and complaints. It is hybrid, with at least two days a week at Hudson Quay in Middlesbrough and 37 hours a week. The post requires UK right-to-work verification; Skilled Worker sponsorship is unavailable, and applicants interviewed for this role in the past six months cannot be reconsidered.

What the job involves

• Provide administrative support across Repairs and Maintenance, keep customers informed through the repairs journey and maintain accurate records
• Complete written summaries and communications accurately and on time to meet Awaab’s Law requirements
• Work with internal and external stakeholders to meet regulatory and government requirements
• Monitor emergency and Awaab’s Law repairs from initial report to resolution, supporting smooth and customer-focused delivery
• Resolve customer enquiries and complaints promptly and effectively
• Gather customer feedback and contribute to reviewing and improving services and the customer experience

What’s required

Experience

• Customer service experience in a customer-facing environment

Skills & knowledge

• Communication skills and the ability to build positive relationships with customers, colleagues and external stakeholders
• Empathy and resilience when handling customer enquiries and complaints
• Customer service knowledge and the ability to handle varied enquiries and requirements
• Knowledge of government regulations and Awaab’s Law requirements
• Confidence using a range of IT systems and maintaining accurate records
• Organisation, proactivity, workload prioritisation and problem-solving

Checks & eligibility

• Verification of the right to work in the UK

Other

• Skilled Worker visa sponsorship is unavailable
• Applicants interviewed for this role within the previous six months cannot be reconsidered

What’s offered

• Annual leave starting at 28 days and rising to 31 days after three years
• A day off for your birthday and bank holidays
• Pension contributions of up to 17%, including up to 10% employer contribution
• Simply Health support and savings on common health expenses
• T’dar discounts and rewards
• Option to buy and sell annual leave