At a Glance
- Tasks: Support customers during out-of-hours, handling emergencies and ensuring effective resolutions.
- Company: Thirteen Group, a leading housing association in the North East.
- Benefits: Competitive salary, generous annual leave, pension contributions, and health support services.
- Other info: Flexible hours with opportunities for personal growth and development.
- Why this job: Make a real difference in your community while gaining valuable customer service experience.
- Qualifications: Strong communication skills and ability to handle diverse customer enquiries.
The predicted salary is between 14960 - 14960 £ per year.
Join us as an Out of Hours Customer Support at Thirteen Group!
Role Overview:
Thirteen Group is on the lookout for an Out of Hours Customer Support to join our team for 15 hours per week. Working from our head office in Hudson Quay, Middlesbrough, you’ll support our customers to ensure that emergencies are dealt with effectively and safely. Hours of work will be around our call demands out of hours and will always require flexibility to reflect the customer and business need. Shifts during the week will usually be between 5pm and 11pm, weekend and bank holiday shifts can vary throughout the day into the evening usually between 8am and 10pm.
Thirteen Benefits:
- Salary – £14,960.54 (FTE £27,677)
- 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:
- Logging and raising emergency repairs for our customers out of hours, including complex issues and dealing with customer dissatisfaction.
- Scheduling all emergency repairs with the on-call repairs team, utilising technology, to ensure any emergencies are dealt with efficiently and safely.
- Delivering first class customer experiences over the phone, email and other avenues, ensuring resolution at first contact wherever possible.
- Taking ownership of customer enquiries to find the best solution for the customer.
About You:
- Comfortable with using a range of IT systems and media.
- Works well under pressure whilst handling a wide range of customer enquiries that require attention to detail.
- Excellent communication skills. We’re looking for someone who can empathise, listen, and respond to the needs of customers to resolve issues.
- A problem solver who can identify and offer solutions. Continuous improvement will be at the heart of what you do.
- Most of all, passionate about providing a great customer experience!
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 Ellie Sargent, Control Room Response Team Leader, for an informal discussion.
Are You Ready for a Rewarding Challenge? Join us at Thirteen Group and be a part of our vision to improve lives every day 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.
Out of Hours Customer Support 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 Out of Hours Customer Support
✨Connect with the Community
Get involved in customer support communities online! Platforms like Reddit and specific Facebook groups can be goldmines for sharing opportunities and tips. You can find out about part-time roles that might not even be advertised yet — it's all about who you know!
✨Attend Local Job Fairs
Job fairs are perfect for snagging part-time gigs! Keep an eye out for local hiring events and career expos in your area. It’s a brilliant chance to meet representatives from companies like Thirteen and show off your personality in person.
✨Boost Your Visibility
Showcase your skills in online customer support forums or by offering help on platforms like Zendesk Community. A strong online presence can catch the eyes of recruiters and hiring managers looking for genuinely passionate candidates.
✨Apply Directly Through Us!
Don’t forget, applying through our website is one of the best ways to catch our attention. Tailor your application for the part-time customer support role at Thirteen and let us see your personality shine through!
We think you need these skills to ace Out of Hours Customer Support
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, communication is key! Make sure your CV and cover letter highlight your ability to clearly convey information and resolve issues. Use examples that illustrate how you've helped customers or colleagues in the past.
Demonstrate Your Problem-Solving Abilities:Employers want to see how you tackle challenges. Include specific instances where you resolved a tough issue for a customer or improved a process. Real life scenarios are a great way to showcase your critical thinking and adaptability.
Tailor Your Application to Part-Time Work:Since this is a part-time role, be upfront about your availability in your cover letter. Highlight how you can balance work with your other commitments. It shows you're organised and committed to making the role work for both you and Thirteen.
Get Familiar with Our Brand:Before applying, take some time to learn about Thirteen and our approach to customer support. Mention in your cover letter why you're excited about supporting our customers specifically. It’ll show your enthusiasm and that you've done your homework!
How to prepare for a job interview at Thirteen
✨Show Off Your Communication Skills
In customer support, being able to communicate clearly and effectively is key. During the interview, make sure to demonstrate your listening skills and your ability to explain solutions simply. Use examples from past experiences where you resolved customer issues successfully.
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like ticketing systems (think Zendesk or Freshdesk) and chat software. If you’ve used any of these in previous roles or during your studies, be ready to chat about your experiences. Showing you can hit the ground running with these tools will impress Thirteen.
✨Highlight Your Flexibility
Since this is a part-time role, emphasise your ability to adapt to different shifts and your willingness to handle varying customer volumes. Share any experiences where you thrived in a fast-paced environment or juggled multiple tasks, which can highlight your time management skills.
✨Prepare for Scenario-Based Questions
Interviewers often love scenario-based questions in customer support roles. Be ready to tackle common customer situations, like how you'd handle an unhappy customer. Practising responses to these scenarios will showcase your problem-solving ability and customer service mindset, which Thirteen will surely appreciate.
