At a Glance
- Tasks: Manage customer complaints and ensure fair outcomes through effective communication.
- Company: Join one of the UK’s largest housing groups dedicated to affordable living.
- Benefits: Flexible working, professional development, and a rewarding experience.
- Other info: Opportunities for growth and a supportive, inclusive work environment.
- Why this job: Make a real difference in people's lives while building thriving communities.
- Qualifications: Experience in handling complex complaints and strong communication skills.
The predicted salary is between 30000 - 42000 £ per year.
We’re building thriving communities as one of the UK’s largest housing groups and a leading developer of affordable housing.
We believe everyone is entitled to a good home they can afford, in a place they are proud to live. More than 100,000 people live in our homes.
If you want to experience work that’s truly rewarding, join us. Because when we achieve together, customers and communities thrive.
Work for Orbit. Believe in people.
The role
FTC available till September 2026
Interviews available next week via Teams.
We are looking for support in our Stage 1 Complaints team. In this role you will manage customer complaints in line with regulations and operational service delivery through a multi-channel approach.
You will ensure Orbit provide customers with fair and reasonable outcomes to complex stage one, specialist & DMC complaints, maintain competence to maximise operational service delivery and compliance with sector regulations and legislation within the Stage one formal complaints process
This role is part of Customer & Communities where you\'ll help us to lead the way keeping our promise to more than 100,000 customers.
What you\'ll achieve
In this role you will take ownership of situations raised through complex stage one, specialist & DMC complaints. Work directly with customers, stakeholders & wider Orbit business colleagues, and where early investigations are received from the Housing Ombudsman to ensure fair and reasonable outcomes to customer complaints.
Your key responsibilities will be to:
- Handle high profile complex stage one, specialist & DMC complaints effectively and use initiative to identify to the difference between simple and complex complaints to maintain the volume of complaints overall.
- Prevent unnecessary complaint escalations and Housing Ombudsman Determinations by delivering the right outcomes for our customers.
- To ensure the Housing Ombudsman Code is being always adhered to and perform against a robust performance & quality assurance framework, to deliver, assess and own key KPI’s, quality and performance.
- Develop and sustain effective relationships with key internal and external stakeholders, so activities meet regulatory requirements, demonstrating clear understanding of the Ombudsman Regulations.
- Manage customer through multiple channels including social media, Trust Piot, Telephone, emails, and letter. complex stage one, specialist & DMC complaints Manage a high-volume rolling case load.
- Ensure continued contact/communication is made with all customers and updates are provided within adequate time.
What you\'ll bring
Essential skills
- Experiencing of dealing with high volume of complex complaint cases, including DMC and prior experience of working within a regulated complaints environment.
- Experience of working with vulnerable and complex needs customers
- Working knowledge, understanding and ability to interpret Regulatory Requirements underpinning the sector
- Strong people skills, being a great communicator (both written & verbal) with the ability to influence and inspire colleagues and partners
- Able to demonstrate a clear understanding of how to tailor content appropriately considering the channel and required outcomes
Desirable skills
- Multi-channel experience including email, web chat and social media.
- A proven ability to put yourself into our customers’ shoes and represent their views, wants, and needs whilst balancing internal business needs/drivers/priorities
Why Orbit?
Choosing us means being rewarded in every sense.
Here’s what you can expect to enjoy with us.
A rewarding experience that works for you
We strive to create an inclusive experience with benefits and wellbeing programmes designed to help you, and your loved ones, to thrive. For a better work life balance, we offer flexible working opportunities for many roles.
A place to progress
From training programmes to professional qualifications, we provide opportunities to learn and develop at every stage of your career. Whether you’re a student, graduate or experienced professional we’ll support you to grow.
For leaders, our tailored development journeys are designed to stretch and strengthen your leadership skills. As well as practical training, we give you access to renowned business schools and experiential programmes for greater breadth and depth of learning.
A purpose to feel proud of
We’re proud to make a difference to people together. We’re values-driven with a commercial focus on performance - because the more profit we make, the more we can achieve for people.
What brings us together is a passionate belief in progress and people.
Read more about the values and purpose that drive us on our careers website.
How we hire
We aim to make our hiring process simple and fair:
- Online application
- Interview(s)
- Decision and offer
We put the safeguarding of our customers, colleagues and contractors at the heart of everything we do and as such, certain roles will be subject to a DBS check.
Complaints & Customer Care Officer - Stage 1 in Coventry employer: Orbit Group
At Orbit, we are dedicated to building thriving communities and providing affordable housing, making us an exceptional employer for those seeking meaningful work. Our inclusive culture prioritises employee wellbeing with flexible working opportunities, comprehensive training programmes, and clear paths for career progression. Join us in making a difference, as we believe in empowering our staff to grow while delivering fair outcomes for over 100,000 customers.
StudySmarter Expert Advice🤫
We think this is how you could land Complaints & Customer Care Officer - Stage 1 in Coventry
✨Tip Number 1
Get to know the company before your interview! Research Orbit's values and mission, and think about how your experiences align with their goals. This will help you show that you're not just looking for any job, but that you genuinely want to be part of their community.
✨Tip Number 2
Practice your responses to common interview questions, especially those related to handling complaints and customer care. Use the STAR method (Situation, Task, Action, Result) to structure your answers, so you can clearly demonstrate your skills and experience.
✨Tip Number 3
Don’t forget to prepare some thoughtful questions to ask at the end of your interview. This shows your interest in the role and helps you assess if Orbit is the right fit for you. Think about asking about team dynamics or how they measure success in the complaints process.
✨Tip Number 4
Finally, apply through our website! It’s the best way to ensure your application gets seen by the right people. Plus, it shows you’re proactive and really keen on joining the Orbit team. Good luck!
We think you need these skills to ace Complaints & Customer Care Officer - Stage 1 in Coventry
Some tips for your application 🫡
Tailor Your Application:Make sure to customise your application to reflect the skills and experiences that match the role. Highlight your experience with complex complaints and how you’ve handled them in the past.
Showcase Your Communication Skills:Since this role involves a lot of communication, both written and verbal, be sure to demonstrate your ability to convey information clearly. Use concise language and structure your application well.
Be Personable:We want to see your personality shine through! Don’t just list your qualifications; share a bit about why you’re passionate about customer care and how you can relate to our customers’ needs.
Apply Through Our Website:For the best chance of success, make sure to apply directly through our website. It’s the easiest way for us to receive your application and keep track of it during the hiring process.
How to prepare for a job interview at Orbit Group
✨Know Your Stuff
Before the interview, make sure you understand the complaints process and the regulations that govern it. Familiarise yourself with the Housing Ombudsman Code and be ready to discuss how you've handled complex complaints in the past.
✨Show Empathy
In this role, you'll be dealing with vulnerable customers. During the interview, demonstrate your ability to put yourself in their shoes. Share examples of how you've effectively communicated with customers to resolve their issues while balancing their needs with business requirements.
✨Be Multi-Channel Savvy
Since you'll be managing complaints through various channels, highlight your experience with social media, email, and phone communication. Be prepared to discuss how you tailor your approach based on the channel and the customer's needs.
✨Build Relationships
Orbit values strong relationships with stakeholders. Talk about your experience in developing effective partnerships and how you've collaborated with colleagues to achieve positive outcomes for customers. This will show that you can work well within a team and contribute to the community spirit.
