Customer Success Co-ordinator

7 days ago


Middlesbrough, Middlesbrough, United Kingdom thirteen Full time

Role Category - the way you'll work:

  • This role is categorised as a _
    _roam__ role. Roaming roles are a mixture of home and hub working with, in some instances, a degree of being out and about delivering services to customers. Your working day will be determined by what you need to do and where you need to go to maximise your productivity. This means that you could start and finish your day in different places depending on what you need to do, so we'll support you working from a variety of locations.

The Role and Person:


We're looking for a superstar Customer Success Co-ordinator like yourself who will manage your own portfolio of work to strengthen retention, increase first point of contact resolution, reduce failure and create fans of Thirteen.

You'll love working with our customers and colleagues to understand and continuously align to our business goals and to optimise the value they are getting out of Thirteen.


You'll help us by:

  • Working to understand our customer journeys, the excellent parts and those areas that need some work
  • Developing and maintaining relationships with key customer contacts to build a working understanding of pain points, finding solutions and maximising success
  • Engaging with Touchpoint and Experience Team Leaders and Managers to develop action plans to mitigate any potential risk of churn and repeats
  • Leveraging other internal departments to find solutions to a variety of customer needs with focuses on customer satisfaction, reducing costs and increasing growth
  • Providing support in areas of integration and My Thirteen (customer platform) activation as needed
  • Working to identify opportunities of growth and nurture customers into fans of Thirteen

Your superpowers to help you succeed:

  • Previous experience in Customer Success/Services environment
  • Exceptional presentation, written, and oral communication skills
  • Strong organisational skills and ability manage multiple projects at the same time
  • Awesome emotional intelligence
  • Relationship building skills to cultivate positive customer experiences and lifelong fans of Thirteen
  • Naturally inquisitive and wanting to understand the root cause of any problem. Digging deep into complex issues, while having a solutionoriented mind
  • Track record of taking initiative and keen interest in continuous learning and improvement

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.

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. Find out about the benefits of working for Thirteen by clicking the attachment below.

If you'd like to talk more about the role please contact Bobby Usher, Customer Experience Manager. Bobby can be contacted on

**NO RECRUITMENT AGENCIES PLEASE
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