At a Glance
- Tasks: Manage complex customer complaints and ensure fair outcomes for our community.
- Company: Join Orbit, a leading housing group dedicated to affordable living.
- Benefits: Flexible working, professional development, and a supportive work environment.
- Other info: Hybrid working model with opportunities for personal and professional growth.
- Why this job: Make a real difference in people's lives while growing your career.
- Qualifications: Experience in handling complex complaints and strong communication skills.
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 is available on the Complaints Team for a 12 month fixed-term. Working proactively, you will review stage 1 complaints and take ownership of more complex complaints at stage 2. You will manage customer complaints in line with regulations and operational service delivery via a multi-channel approach. The team works in a hybrid manner, so this will be a mix of office and home work (approx 2 days per week in office).
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:
- Ensure Orbit provides customers with fair and reasonable outcomes to complex stage two, specialist & DMC complaints, maintain competence to maximise operational service delivery and compliance with sector regulations and legislation within the Stage two formal complaints process.
Your key responsibilities will be to:
- Take ownership of situations raised through complex stage two, 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.
- Work within regulations and department service delivery plans ensuring your own continued high performance of service.
- Ensure the Housing Ombudsman Code is always adhered to and perform against a robust performance & quality assurance framework, to deliver, assess and own key KPI’s, quality and performance.
- Handle high profile complex stage two, specialist & DMC complaints effectively and use initiative to identify the difference between simple and complex complaints to maintain the volume of complaints overall.
- Manage your own workload to ensure effective complaint resolution, with clearly documented actions and outcomes.
- Support the wider complaints team as needed.
What you'll bring:
Essential skills:
- Experience of dealing with a 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.
- Great organisational, planning and time management skills.
- Experience of delivering effective working relationships with a varied customer and partner group.
- 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.
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.
- 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.
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 2 - 12 month FTC (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 fosters employee growth through comprehensive training programmes and flexible working arrangements, allowing you to balance your professional and personal life while contributing to a purpose-driven mission. Join us in making a difference for over 100,000 customers and experience the rewards of working in a supportive environment that values progress and people.
StudySmarter Expert Advice🤫
We think this is how you could land Complaints & Customer Care Officer Stage 2 - 12 month FTC (Coventry)
✨Tip Number 1
Get to know Orbit and its values! Before your interview, spend some time researching the company culture and what they stand for. This will help you connect your experiences to their mission of building thriving communities.
✨Tip Number 2
Practice makes perfect! Prepare for common interview questions related to complaints handling and customer care. Think about specific examples from your past experiences that showcase your skills in managing complex cases.
✨Tip Number 3
Show off your people skills! During the interview, demonstrate your ability to communicate effectively and build relationships. Remember, they want someone who can inspire confidence in customers and colleagues alike.
✨Tip Number 4
Don’t forget to follow up! After your interview, send a thank-you email expressing your appreciation for the opportunity. It’s a great way to reinforce your interest in the role and keep you top of mind for the hiring team.
We think you need these skills to ace Complaints & Customer Care Officer Stage 2 - 12 month FTC (Coventry)
Some tips for your application 🫡
Tailor Your Application:Make sure to customise your application to reflect the specific skills and experiences that match the Complaints & Customer Care Officer role. Highlight your experience with complex complaints and how you’ve successfully navigated similar situations in the past.
Showcase Your Communication Skills:Since this role involves a lot of interaction with customers and stakeholders, it’s crucial to demonstrate your strong written communication skills. Use clear, concise language and make sure your application is free from errors to show you can communicate effectively.
Highlight Relevant Experience:Don’t forget to mention any previous experience you have in a regulated complaints environment or dealing with vulnerable customers. This will help us see how you can hit the ground running in our team.
Apply Through Our Website:We encourage you to apply directly through our website for a smoother application process. It’s the best way to ensure your application gets into the right hands and shows your enthusiasm for joining Orbit!
How to prepare for a job interview at Orbit Group
✨Know Your Stuff
Before the interview, make sure you understand the role of a Complaints & Customer Care Officer. Familiarise yourself with the complaints process, especially stage two complaints, and the regulations that govern them. This will show your potential employer that you're serious about the position and ready to hit the ground running.
✨Showcase Your Experience
Be prepared to discuss your previous experience dealing with complex complaints, especially in a regulated environment. Use specific examples to illustrate how you've successfully managed high-profile cases or worked with vulnerable customers. This will demonstrate your capability and confidence in handling challenging situations.
✨Communicate Clearly
As a Complaints Officer, strong communication skills are key. Practice articulating your thoughts clearly and concisely. During the interview, listen carefully to questions and respond thoughtfully. This will not only showcase your communication skills but also your ability to engage effectively with customers and colleagues.
✨Emphasise Teamwork
Highlight your ability to work collaboratively within a team. Discuss how you've supported colleagues in the past and contributed to a positive team environment. Orbit values teamwork, so showing that you can work well with others will make you a more attractive candidate.
