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- Tasks: Lead the Customer Care team and ensure top-notch customer experiences.
- Company: Thirteen Group is a leading housing association focused on community building.
- Benefits: Enjoy a competitive salary, generous leave, pension contributions, and health support.
- Why this job: Make a real impact in a diverse team while improving lives in your community.
- Qualifications: Experience in customer care and team management, preferably in construction.
- Other info: This is a new role, offering you the chance to shape processes.
The predicted salary is between 40000 - 45000 £ per year.
Join us as a Customer Care Team Leader at Thirteen Group!
Role Overview:
Thirteen Group is on the lookout for a Customer Care Team Leader to join our Development and Partnerships team at Hudson Quay in Middlesbrough. This role will manage the New Build Customer Care team and support our Project Managers to ensure a great customer experience. You will be the main point of contact between your team and the senior management team, as well as ensuring a smooth line of communication with our contractors to ensure defects are complete within the Service Level Agreements for our customers.
Thirteen Benefits:
· Salary – £40,282 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:
· Line management responsibilities for the Customer Care team.
· You’ll be the main point of contact between contractors, senior management and your team, and will be expected to handle more complex escalations.
· You’ll have a hand in identifying necessary training for our call centre handlers and the customer care team.
· You’ll support the wider team in ensuring that defects are acknowledged and dealt with in an agreed timeframe.
· This is a new role in this team, and so you’ll be making it your own and owning new processes that can improve the efficiency of the team.
About You:
· You’ll be organised, and love to be on the lookout for improvements to be made.
· You’ll have team management experience and a passion for developing people.
· You’ll need experience in customer care, ideally within a new build/construction environment.
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 Stuart Poulter (Head of Construction) on 07717 727699 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.
In some circumstances, for example roles that are critical to the business where the market demand for candidates with that skillset is particularly high, we may shortlist, interview and potentially make an offer during the period that the advert is open.
Customer Care Team Lead employer: Thirteen Group
Contact Detail:
Thirteen Group Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Care Team Lead
✨Tip Number 1
Familiarize yourself with the specific challenges and opportunities in customer care within the new build and construction sector. Understanding the nuances of this environment will help you stand out as a candidate who is not only qualified but also genuinely interested in the role.
✨Tip Number 2
Highlight your team management experience by preparing examples of how you've successfully developed and supported your team in previous roles. Be ready to discuss specific strategies you've implemented to improve team performance and customer satisfaction.
✨Tip Number 3
Since this is a new role, think about innovative processes or improvements you could bring to the Customer Care team. Prepare to share your ideas during the interview to demonstrate your proactive approach and readiness to make an impact.
✨Tip Number 4
Don't hesitate to reach out to Stuart Poulter for an informal discussion about the role. This can give you valuable insights into the team's dynamics and expectations, and it shows your enthusiasm and initiative to learn more about the position.
We think you need these skills to ace Customer Care Team Lead
Some tips for your application 🫡
Understand the Role: Take the time to thoroughly read the job description for the Customer Care Team Leader position. Understand the key responsibilities and required skills, as this will help you tailor your application to highlight relevant experiences.
Highlight Relevant Experience: In your CV and cover letter, emphasize your team management experience and any background in customer care, especially within a new build or construction environment. Use specific examples to demonstrate your ability to lead and improve processes.
Showcase Your Organizational Skills: Since the role requires strong organizational skills, provide examples of how you've successfully managed teams or projects in the past. Mention any initiatives you've led that resulted in improved efficiency or customer satisfaction.
Personalize Your Application: Make sure to personalize your cover letter by addressing it to the hiring manager if possible. Express your enthusiasm for the role and the company, and explain why you believe you would be a great fit for Thirteen Group.
How to prepare for a job interview at Thirteen Group
✨Show Your Leadership Skills
As a Customer Care Team Leader, you'll need to demonstrate your team management experience. Be prepared to share specific examples of how you've successfully led a team, handled escalations, and developed team members in previous roles.
✨Understand the Customer Care Landscape
Familiarize yourself with the customer care processes, especially in a new build or construction environment. Discuss any relevant experiences you have that relate to managing customer expectations and ensuring service level agreements are met.
✨Highlight Your Organizational Skills
This role requires someone who is organized and proactive about improvements. Be ready to discuss how you prioritize tasks, manage time effectively, and implement processes that enhance team efficiency.
✨Communicate Effectively
Since you'll be the main point of contact between various stakeholders, strong communication skills are essential. Prepare to showcase your ability to facilitate smooth communication between contractors, senior management, and your team.
