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For Companies At a Glance
- Tasks: Manage customer complaints and ensure fair outcomes through various communication channels.
- Company: Join Orbit, a leading UK housing group dedicated to affordable living and community support.
- Benefits: Enjoy flexible working, professional development, and wellbeing programmes tailored for you.
- Why this job: Make a real impact in people's lives while developing your skills in a supportive environment.
- Qualifications: Experience in handling complex complaints and strong communication skills are essential.
- Other info: This role may require a DBS check for safeguarding purposes.
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.
The role
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 provides 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.
- Handle high profile complex stage one, specialist & DMC complaints effectively and use initiative to identify 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.
- 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 Pilot, Telephone, emails, and letter.
- 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
- Experience 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 employer: Orbit Group
Contact Detail:
Orbit Group Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Complaints & Customer Care Officer - Stage 1
✨Tip Number 1
Familiarise yourself with the Housing Ombudsman Code and the specific regulations that govern complaints in the housing sector. This knowledge will not only help you understand the role better but also demonstrate your commitment to compliance during interviews.
✨Tip Number 2
Develop your communication skills, especially in handling complex complaints. Practise active listening and empathy, as these are crucial when dealing with vulnerable customers. Being able to convey understanding can set you apart from other candidates.
✨Tip Number 3
Gain experience in multi-channel communication by engaging with customers through various platforms like social media, email, and phone calls. This will prepare you for the diverse ways you'll need to manage complaints in the role.
✨Tip Number 4
Network with professionals in the housing sector or join relevant online forums. Building connections can provide insights into the industry and may even lead to referrals, increasing your chances of landing the job with us at Orbit.
We think you need these skills to ace Complaints & Customer Care Officer - Stage 1
Some tips for your application 🫡
Understand the Role: Before applying, make sure to thoroughly read the job description for the Complaints & Customer Care Officer position. Understand the key responsibilities and essential skills required, as this will help you tailor your application.
Tailor Your CV: Customise your CV to highlight relevant experience in handling complex complaints and working within a regulated environment. Use specific examples that demonstrate your ability to manage high-volume cases and communicate effectively with customers.
Craft a Compelling Cover Letter: Write a cover letter that showcases your passion for customer care and your understanding of the housing sector. Mention how your skills align with Orbit's values and how you can contribute to their mission of providing fair outcomes for customers.
Proofread Your Application: Before submitting your application, carefully proofread all documents for spelling and grammatical errors. A polished application reflects your attention to detail and professionalism, which is crucial for a role in customer care.
How to prepare for a job interview at Orbit Group
✨Understand the Role
Before your interview, make sure you thoroughly understand the responsibilities of a Complaints & Customer Care Officer. Familiarise yourself with the complaints process and the importance of adhering to regulations, as this will show your commitment to the role.
✨Demonstrate Empathy
In this position, you'll be dealing with customers who may be experiencing difficult situations. Be prepared to discuss how you would approach these interactions with empathy and understanding, showcasing your ability to put yourself in the customers' shoes.
✨Showcase Communication Skills
As a great communicator, you need to demonstrate both your verbal and written communication skills during the interview. Be ready to provide examples of how you've effectively communicated with customers or stakeholders in the past, especially in complex situations.
✨Prepare for Scenario Questions
Expect scenario-based questions that assess your problem-solving abilities and how you handle complaints. Think of specific examples from your previous experience where you successfully resolved a complaint or managed a challenging situation.
