Customer Ambassador

Thirteen; Tees Valley; Hybrid; GBP 25,000 - 30,000; Full time

Benefits offered by this job

Salary £27,677 per annum

Annual leave 28–31 days + birthday

Pension up to 17%

Health benefits

Discount platform (T’dar)

Opportunity to buy/sell annual leave

Job summary

Thirteen Group is seeking a Customer Ambassador to support the Awaab's Law team, ensuring compliant, timely handling of damp, mould, disrepair and other hazards within statutory timescales. You will coordinate administration behind the scenes and keep customers informed throughout the repairs journey.

The role is hybrid, with remote work and at least two days weekly in the Hudson Quay office in Middlesbrough. Awaab's Law compliance, excellent customer care and strong IT skills are essential.

Qualifications

• Experience delivering outstanding customer service in a customer-facing environment.
• Excellent communication skills and ability to build positive relationships with customers and stakeholders.
• Empathy and resilience to handle customer enquiries and complaints effectively and comply with regulations.

Responsibilities

• Provide administrative support across the Repairs and Maintenance directorate, keeping customers informed throughout the repairs journey and ensuring records are up to date.
• Maintain compliance with Awaab's Law requirements with timely, accurate written summaries and communications.
• Collaborate with internal and external stakeholders to ensure regulatory and government requirements are met.
• Monitor and oversee emergency and Awaab's Law repair cases to deliver smooth, efficient, customer-focused service from report to resolution.
• Handle customer enquiries and complaints promptly and effectively to maintain high customer care standards.
• Gather customer feedback and support service improvements across the customer journey.

Skills

Customer service

Communication skills

Empathy

Resilience

IT systems proficient

Tools

IT systems

Job description

Join us as a Customer Ambassador at Thirteen Group!

Thirteen Group are looking for a Customer Ambassador to join our team. This role will be based within our 'Awaab's Law' team, who ensure we are compliant by identifying, investigating and resolving damp, mould, disrepair and other health and safety hazards within statutory timescales.

As of our team, you’ll play an important role in delivering a smooth and positive repairs experience for our customers. Throughout the repairs journey you’ll keep customers informed and co-ordinate administration activity behind the scenes.

This is a hybrid role, you’ll work from home and at least two days 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:

• Salary - £27,677 per annum
• 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:

• Provide administrative support across the Repairs and Maintenance directorate, ensuring ensure customers are kept informed throughout their repairs journey and records are kept up to date.
• Maintain compliance with Awaab's Law requirements, ensuring all written summaries and communications are completed accurately and within timescale.
• Work collaboratively with internal and external stakeholders to ensure compliance with regulatory and government requirements.
• Monitor and oversee emergency and Awaab's Law repair cases. You'll help to deliver repair activity that is smooth, efficient and customer-focused service from initial report through to resolution.
• This role has a high level of customer care, so you’ll ensure customer enquiries and complaints are resolved promptly and effectively.
• Gather customer feedback and help to review and continuously improve services and the overall customer experience.

About You:

• You'll have experience delivering outstanding customer service in a customer-facing environment.
• Great communication skills, with the ability to build positive relationships with customers, colleagues and external stakeholders.
• You’ll genuinely enjoy helping people, with the empathy and resilience to handle customer enquiries and complaints effectively, ensuring compliance with government regulations and Awaab's Law.
• You'll apply your customer service knowledge and experience to handle a variety of customer enquiries and requirements effectively,
• Confident using a range of IT systems and maintaining accurate records.
• Well organised and proactive, with the ability to prioritise workloads and solve problems in order to deliver a first-class repairs service for every customer.

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.

Are You Ready for a Rewarding Challenge?

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.

If you’ve interviewed for this role within the last 6 months, we wouldn’t be able to reconsider your application at this time