At a Glance
- Tasks: Lead and design exceptional customer experiences across various channels.
- Company: Join Thirteen Group, the largest housing association in the North East.
- Benefits: Competitive salary, generous annual leave, pension contributions, and health support.
- Other info: Diverse and inclusive workplace with opportunities for personal growth.
- Why this job: Make a real impact on customer satisfaction and service delivery.
- Qualifications: Proven leadership in customer experience and a passion for excellence.
The predicted salary is between 67857 - 67857 £ per year.
Join us as Head of Contact Centre Operations at Thirteen Group!
Role Overview
Thirteen Group is on the lookout for a Head of Contact Centre Operations (internally known as Head of Touchpoints) to join our Customer Experience team, leading the design and delivery of outstanding customer experiences across digital, phone and face-to-face channels. This is a roam role, so you’ll work at least three days a week from Hudson Quay or one of our stores. 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 – £67,857 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, with flexible contribution rates of up to 7% colleague and up to 10% employer.
- Simply Health – save money on common health expenses and access 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
- Lead and develop managers and teams responsible for first point of contact and service delivery, embedding a customer-first culture centred around insight, accountability and continuous improvement.
- Drive our omnichannel strategy, making services simple, accessible and efficient across digital, phone and face-to-face customer touchpoints.
- Take accountability for first point of contact service performance, including first-time resolution, customer satisfaction and demand management.
- Champion digital adoption, accessibility and inclusive service design to ensure every customer interaction feels effortless and valued.
- Use customer insight and performance data to improve and transform contact services.
- Provide leadership and assurance across first point of contact operations, quality frameworks, customer-facing technology, operational risk and regulatory compliance.
About You
- We’re looking for someone who is passionate about customer experience excellence and motivated by our vision to be the most trusted housing association, with happy customers.
- Is a proven senior leader with experience in customer engagement, customer experience or service operations management.
- Has expertise in defining strategies and overseeing large-scale service performance and transformation initiatives.
- Can align customer outcomes, operational efficiency and organisational risk effectively.
- Is skilled at collaborating, influencing and building strong relationships with senior stakeholders across organisational boundaries.
- Is an inspiring people leader with strong performance management and data-driven decision-making skills.
- Holds a CIH Level 4 qualification in housing, or is willing to complete one.
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 more than 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 part of a company that offers tailored support services, going beyond housing solutions.
Interested?
For more details, please refer to the attached documents. If you’d like to talk more about the role, please contact our Talent Team at recruitment@thirteengroup.co.uk. NO RECRUITMENT AGENCIES, please.
Are You Ready for a Rewarding Challenge?
Join us at Thirteen Group and be 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.
Head of Contact Centre Operations in Middlesbrough employer: Thirteen
Thirteen Group is an exceptional employer, dedicated to making a positive impact in the community by supporting ex-offenders in securing stable accommodation. With a strong focus on employee well-being, we offer generous benefits including up to 31 days of annual leave, a robust pension scheme, and access to health and wellbeing support services. Our inclusive work culture fosters personal and professional growth, making it an ideal place for those looking to contribute meaningfully while developing their skills in a supportive environment.
StudySmarter Expert Advice🤫
We think this is how you could land Head of Contact Centre Operations in Middlesbrough
✨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 Head of Contact Centre Operations in Middlesbrough
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.
