Senior Complaints Co-ordinator Full Time

Role Overview

Thirteen Group is on the lookout for a Senior Complaints Co-ordinator (internally known as Senior Customer Recovery Co-ordinator) to join our Customer Experience team.

We’re committed to delivering the best possible services for our customers. However, when things don’t go as planned, it’s vital that issues are addressed quickly, fairly, and with care. That’s where you come in.

In this role, you’ll take ownership of customer complaints, working to resolve them effectively while ensuring that customer feedback is used to shape and improve our services. You’ll play a key role in making sure customers feel listened to, supported, and confident in the outcome.

This is a roam role, with a minimum of 3 days per week based at our fantastic Hudson Quay office in Middlesbrough. Flexibility is important, as you may be required to work from the office more frequently to meet business or team needs.

Thirteen Benefits

• Salary £37,575 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

• Support with managing complaints and insurance claims, with empathy, clear guidance and fair resolutions.
• Manage stage 1 and stage 2 complaints, in line with the procedure and timeframes. You’ll work closely with stakeholders and customers and resolve Housing Ombudsman queries.
• Take a tailored approach to resolutions, ensuring outcomes are fair, robust, and based on individual customer needs.
• Analyse customer feedback and case outcome data to inform the business on what our customers are telling us within their complaints. You’ll use that feedback to shape how we deliver a great customer experience and prevent service failures.
• Actively contribute to team meetings and project groups to support service enhancement, particularly for high-risk, complex or Housing Ombudsman cases.

About You

• You’ll have experience within a customer complaints role, with expertise in resolving complaints and managing claims, addressing customer issues, and managing case processes effectively.
• Professional and fair in your approach, you’ll be skilled in resolving complex, high-risk, or escalated complaints at both stage 1 and stage 2.
• Exceptional communication skills. You’ll be able to clearly explain processes, outcomes and complex decisions in plain language and produce clear and accurate written correspondence.
• Confident in using data and systems to drive customer insight and embed continuous improvement

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.