JOB NEWS: Thirteen Group is hiring a Customer Complaints Coordinator in Middlesbrough on a Hybrid basis.

JOB NEWS: Thirteen Group is hiring a Customer Complaints Coordinator in Middlesbrough on a Hybrid basis.

Job Overview

• Thirteen Group is recruiting a Customer Complaints Coordinator (internally known as a Customer Recovery Co-ordinator) to join its Customer Experience team.
• The role focuses on managing customer complaints and insurance claims, ensuring positive outcomes and excellent customer experiences.
• Successful candidates will take ownership of cases from start to finish, providing clear communication and effective resolutions.
• This is an opportunity to play a key role in improving customer services within one of the North East’s largest housing associations.
• The position combines customer service, problem-solving, investigation, and stakeholder management responsibilities.

Employer

• Thirteen Group.
• One of the largest housing associations in the North East.
• Manages more than 36,000 homes.
• Employs over 1,600 colleagues.
• Provides services to approximately 100,000 customers.
• Committed to providing quality homes, stronger communities, and support services that improve lives.
• Focused on becoming the most trusted housing association with happy customers.

Location

• Hudson Quay, Middlesbrough.
• TS2 1QG.
• Hybrid working arrangement.

Salary

• £35,005 per year.

Job Type

• Permanent.

Working Hours

• Full-Time.
• Hybrid working.
• Three days per week based in the Middlesbrough office.
• Additional office attendance may be required depending on business needs.

Benefits

• 28 days annual leave rising to 31 days after three years’ service.
• Additional day off for your birthday.
• Bank Holidays.
• Pension scheme with contributions up to 17%.
• Employee contributions up to 7%.
• Employer contributions up to 10%.
• Simply Health healthcare and wellbeing support.
• Access to Thirteen’s T’dar Discount and Reward Platform.
• Savings on major retail brands and everyday purchases.
• Opportunity to buy and sell annual leave.
• Career development and progression opportunities.
• Flexible and supportive working environment.

Key Responsibilities

• Manage customer complaints and insurance claims from initial contact through to resolution.
• Provide customers with clear and timely updates throughout the process.
• Communicate with customers through a variety of channels.
• Investigate issues and agree appropriate solutions.
• Work closely with colleagues and stakeholders to achieve positive outcomes.
• Maintain accurate records and case management information.
• Analyse data and identify trends to support service improvement.
• Share learning and best practice with teams across the organisation.
• Handle complex and sensitive customer cases.
• Help improve complaint handling processes and customer satisfaction levels.

Candidate Requirements

• Experience handling complaints within a fast-paced customer-focused environment.
• Alternatively, experience or knowledge gained within a housing environment.
• Strong communication and customer service skills.
• Ability to handle sensitive and challenging situations professionally.
• Excellent organisational and administrative skills.
• High attention to detail.
• Comfortable working with systems, databases, and performance data.
• Strong problem-solving abilities.
• Ability to build positive working relationships with colleagues and stakeholders.
• Excellent written communication skills.
• Ability to adapt communication style for different audiences.

About Thirteen Group

• One of the UK’s leading housing associations.
• Provides homes and support services across the North East.
• Dedicated to improving lives and communities.
• Places customers at the heart of everything it does.
• Committed to equality, diversity, and inclusion.
• Welcomes talent from all backgrounds.

Application Information

• Position: Customer Complaints Coordinator (Customer Recovery Co-ordinator).
• Employer: Thirteen Group.
• Location: Middlesbrough, TS2 1QG.
• Salary: £35,005 per annum.
• Hybrid working model.
• Informal enquiries can be made to Rob Hopkins, Customer Recovery Team Leader, on 07815 474026.
• No recruitment agencies.
• Applicants must have the right to work in the UK.
• Thirteen Group is not currently a Skilled Worker Sponsoring Employer.
• Applications may be reviewed and shortlisted before the closing date.

To apply, click here

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