At a Glance
- Tasks: Help resolve customer complaints and insurance claims, turning challenges into positive experiences.
- Company: Join Thirteen Group, a dynamic company focused on customer experience.
- Benefits: Enjoy a competitive salary, generous annual leave, and health support services.
- Other info: Flexible hybrid role with opportunities for personal and professional growth.
- Why this job: Make a real difference in customers' lives while developing your problem-solving skills.
- Qualifications: Experience in handling complaints and strong communication skills are essential.
The predicted salary is between 35005 - 35005 £ per year.
Join us as a Customer Complaints Coordinator at Thirteen Group! Thirteen Group is on the lookout for a Customer Complaints Coordinator (Internally known as Customer Recovery Co-ordinator) to join our Customer Experience team. You’ll play a key role in helping us resolve complaints and insurance claims while improving the overall experience for our customers – turning tricky situations into positive outcomes wherever possible. This is a hybrid role, so you’ll work between home and at least one day 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 – £35,005 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:
- Managing complaints and insurance claims from start to finish, making sure customers get clear, timely updates.
- Speaking with customers across different channels to fully understand issues and agree the best way forward.
- Working closely with colleagues and stakeholders to resolve cases and drive the right outcomes.
- Keeping accurate records and using data to spot trends and improve services.
- Supporting teams by sharing learning and helping improve how we handle complaints.
- Taking ownership of more complex cases and turning challenging experiences into positive ones for customers.
About You:
- You’ve got experience handling complaints in a fast-paced, customer-focused environment, or you’ve gained knowledge within a housing setting.
- You’re confident communicating with customers, even in sensitive or difficult situations.
- You’re organised, detail-focused and comfortable working with systems and data.
- You’re a natural problem solver who enjoys getting to the root of issues.
- You build strong relationships and work well with others to get things done.
- You can write clearly and professionally, adapting your style depending on the audience.
NO RECRUITMENT AGENCIES, please.
Customer Complaints Coordinator employer: Thirteen
Thirteen Group is an exceptional employer that prioritises employee well-being and professional growth, offering a competitive salary and generous annual leave starting at 28 days. With a supportive work culture that encourages collaboration and flexibility, employees can thrive in a hybrid working environment from our vibrant office at Hudson Quay in Middlesbrough. The company also provides valuable benefits such as a substantial pension contribution, health support services, and a rewarding discount platform, making it a fantastic place for those seeking meaningful and fulfilling employment.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Complaints Coordinator
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Thirteen. 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 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 Complaints Coordinator
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:Your cover letter is your chance to shine! Tell us why you want to work at Thirteen 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!
How to prepare for a job interview at Thirteen
✨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.
