At a Glance
- Tasks: Be the friendly voice helping customers with queries and complaints.
- Company: Join Thirteen Group, a community-focused organisation in Middlesbrough.
- Benefits: Enjoy a competitive salary, generous annual leave, and health perks.
- Other info: Dynamic team environment with opportunities for personal growth.
- Why this job: Make a real difference by delivering first-class customer experiences.
- Qualifications: People-focused with customer service experience and strong problem-solving skills.
The predicted salary is between 26664 - 26664 £ per year.
Be the voice that makes a difference
We’re recruiting Touchpoint advisors based at our Hudson Quay office in Middlesbrough.
Join Our Touchpoint Advisor team
You’ll be the first point of contact for our customers, helping with everything from everyday enquiries to more complex situations. No two days are the same.
If you’re good with people, stay calm under pressure, and like solving problems, this could be a great fit.
We’re particularly interested in candidates who are looking for part‑time work, but we’re also keen to hear from those seeking full‑time opportunities, so we have a strong and diverse talent pool ready for future recruitment.
Come and Meet Us
We’re hosting an informative open day on Wednesday 08 April at our offices – 2 Hudson Quay, Windward Way, Middlesbrough, TS2 1QG.
This Is Your Chance To
- Meet the team
- See where you’ll work
- Ask questions
- Decide if the role is right for you
Register your interest here.
Interviews will be held on 24 April, also at our Hudson Quay offices.
What Does a Touchpoint Advisor Do?
Touchpoint Advisors are often the first point of contact for our customers, handling calls, emails and digital enquiries. The role is all about listening, understanding individual circumstances and working with colleagues to find the right outcome. It’s fast‑paced, varied and rewarding, especially if you enjoy problem‑solving and making a positive difference to someone’s day.
How Our Recruitment Works
We recruit Touchpoint advisors through a talent pool.
That means you’ll apply, go through the assessment process, and if you’re successful, we’ll offer you a role as vacancies become available.
We run campaigns like this a few times each year so we can build a strong team ready for upcoming roles.
What You’ll Get
- £27,677 per year (from April)
- Up to 17% pension contribution
- 28 days leave (rising to 31) plus bank holidays
- Your birthday off
- Health and wellbeing support
- Discounts through our T’dar platform
- Opportunities to grow your career
About 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 36,000 homes.
- 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?
If you’d like to be considered for future Touchpoint Advisor opportunities, apply now!
For an informal conversation, contact Julie Boothby, Touchpoint Team Leader, on 07879 832401.
P.S. Our Employability Service can support you with your application if needed. Call 01642 947840 or email employability@thirteengroup.co.uk, quoting the Touchpoint Advisor talent pool.
Join Thirteen. Be ready when the opportunity comes.
Customer Service Advisor (Call Centre) employer: Thirteen Group
Thirteen Group is an exceptional employer, offering a supportive and dynamic work environment at our Hudson Quay office in Middlesbrough. With a strong focus on employee wellbeing, we provide generous benefits including 28 days of annual leave, a robust pension scheme, and health support initiatives, all while fostering a culture of collaboration and growth. Join us to not only make a difference in our community but also to develop your career in a role that values your contributions and encourages personal development.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Service Advisor (Call Centre)
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Thirteen Group. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Thirteen Group before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Customer Service Advisor (Call Centre)
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Thirteen Group:Your cover letter is your chance to shine! Tell us why you want to work at Thirteen Group specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Thirteen Group!
How to prepare for a job interview at Thirteen Group
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
