Out of Hours Customer Support

Job reference: 000756

Work Location: Within the Boundaries of Tees Valley

Closing date: 24/01/2022

Salary: £12,030 per annum

Employment type: Permanent

Department: Facilities Management

Role Category: Home-based

Hours per week: 20 hours per week

Anticipated Interview Date: 31st January 2022

Contract Duration: Permanent

Role Category - the way you'll work:

This role has been categorised as home-based, meaning that you will work from home for the majority of the working week because you can fully deliver services in that way. Although you’ll be a home-based colleague, you might sometimes need to be physically present at another location or be expected to travel to a Thirteen hub for collaborative work. ​​​​​​​

The Role:

We are looking an Out of Hours Customer Support to work as part of an Out Of Hours Customer Support Team which delivers first class customer experiences in accordance with Thirteen’s business strategy, vision and values.

You will be expected to deliver quality customer-focused telephone, e-mail and other media contact which maximises first contact resolution for all customers as well as building strong effective customer relationships. You will take responsibility for logging and raising emergency repairs for our customers out of hours, including complex issues and dealing with customer dissatisfaction, to always find the best solution for the customer and look for continuous improvement. You will schedule all emergency repairs with the on-call repairs team, utilising technology alongside excellent communication skill, to ensure the customers emergency is dealt with efficiently 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 within the hours of 3pm-11pm Monday – Friday and weekends.

The Person:

You will have effective use of IT and media, be able to respond to change and adapt to new systems, processes and working practices while dealing with a wide range of customer enquiries, identifying, and offering relevant solutions.

We’re looking for people who work well under pressure whilst completing customer enquiries that require attention to detail, communicate effectively to achieve team and company outcomes; empathise, listen to, and respond to the needs of customers in order to resolve issues. 

The future is exciting, and we only want the best to be part of it.

At Thirteen we're about homes and so much more.....

At Thirteen, we’re more than just a landlord. We believe everyone is an individual. That’s why we don’t just provide properties; we offer a home to suit each person’s needs.

And we’re not just about somewhere to live; our range of extra services means we can give people a helping hand specifically tailored to them if they need it.

Our strength, capacity and ambition to deliver what our customers need means we can change things for the better.

We’re the largest housing association in the North East and among the biggest 25 nationally.  Today we own and manage some 34,000 properties in the North East region, 30,000 of them in the Tees Valley. Thirteen is still an organisation that’s local at its heart - and although our work is largely in the Tees Valley, we welcome applications from further afield because our ways of working mean we can often be flexible about where our colleagues are based.

Our skilled colleagues and board directors work tirelessly to support 70,000 tenants and customers, bringing a breadth of experience and a can-do attitude to ensure a high-quality customer experience.  We welcome applications form people of all backgrounds to join our committed team.

So come and be part of making a difference. Great days for everyone are made at Thirteen.

Are you up for the challenge of bringing our vision to life and having great days at work?

There’s more information about this role in the documents attached to this advert, including the benefits of working for Thirteen.

If you’d like to talk more about the role please contact Sarah Roth, Supervisor of CCTV Control Room on 07584541605 for an informal discussion.  


In some circumstances, for example roles that are critical to the business where the market demand for candidates with that skillset is particularly high, we may shortlist, interview and potentially make an offer during the period that the advert is open. 



The closing date for this job has now passed.