Join us as a Call Centre Team Leader (known internally as a Touchpoint Team Leader) at Thirteen Group!
Role Overview:
Thirteen Group is on the lookout for a Call Centre Team Leader to join our Touchpoint team at Hudson Quay, Middlesbrough. You’ll be leading a team of contact centre advisors to ensure excellent customer service across multiple channels of communication. Our Touchpoint team are hub-based, so you will be in the office 5 days per week.
Thirteen Benefits:
* Salary - £45,920 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:
* You’ll lead a team of up to 15 contact centre advisors (known internally as Touchpoint Advisors), inspiring them to deliver first-class customer experiences every day.
* You’ll ensure your team provides outstanding omnichannel customer service while tackling technical issues in a fast-paced contact centre.
* You’ll oversee your team’s customer interactions and performance, keeping everything on track.
* You’ll collaborate with senior leaders to drive meaningful operational improvements.
* You’ll work closely with your team to help them hit their KPIs, SLAs, and achieve excellent first-point-of-contact resolution.
* You’ll conduct call quality checks, offering regular feedback and coaching to help your team shine.
* You’ll support your team’s growth through monthly one-on-one meetings, team huddles, and ongoing training and coaching.
About You:
You bring proven skills in a customer-focused role, with experience across multiple channels like phone, email, and chat.
* You’ve successfully managed change in a dynamic, fast-moving environment.
* You thrive under pressure, manage your time well, and take initiative when needed.
* You have strong analytical, decision-making, and problem-solving skills.
* You’re self-motivated, resilient, and determined to make things happen.
* You know how to manage and boost team performance effectively.
* You communicate confidently and clearly at all levels, from team members to senior leaders.
* You’re comfortable using Microsoft Office tools to get the job done.
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 Adele McLaren, Head of Touchpoints on 07880 780248 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.