At a Glance
- Tasks: Coordinate responses to the Housing Ombudsman and manage complaint resolutions.
- Company: Join one of the UK’s largest housing groups focused on thriving communities.
- Benefits: Flexible working, wellbeing support, and opportunities for professional growth.
- Other info: Dynamic team environment with a commitment to continuous improvement.
- Why this job: Make a real difference for residents while developing your skills in a meaningful role.
- Qualifications: Experience in complaints handling and strong communication skills required.
The predicted salary is between 27900 - 34100 £ per year.
We’re building thriving communities as one of the UK’s largest housing groups and a leading developer of affordable housing.
More than 100,000 people live in our homes - and we believe everyone deserves a safe, good-quality home in a place they’re proud to live.
The Role
Working pattern: Hybrid, with a requirement to work from our Coventry office at least two days per week, and more frequently where business or team needs require.
Would you like to use your complaint-handling skills to make a meaningful difference for residents?
Join our Customer Resolutions team as a Housing Ombudsman Coordinator on a permanent basis, where you’ll help ensure residents’ concerns are heard and work towards fair, effective outcomes.
In this role, you’ll bring your attention to detail and commitment to customer care to work that matters.
You’ll coordinate responses to the Housing Ombudsman and manage determinations, helping Orbit meet its regulatory responsibilities while turning learning from complaints into meaningful improvements for residents.
You’ll work closely with colleagues across the Customer Resolutions team and wider business, bringing people and information together to deliver clear, high-quality complaint responses.
Your contribution will help create a more joined-up and consistent experience for our customers.
The way you work matters just as much as what you do.
You’ll bring Orbit’s values to life through integrity, fairness and high standards of customer care, sharing learning and contributing to a professional culture of continuous improvement.
Our structured capability framework provides a clear basis for the activities you take on, reflecting your training, demonstrated competence and business needs.
- What You’ll Do
- Coordinate early interventions and work with the Customer Care team to resolve complaints before they escalates.
- Deliver clear, high-quality responses to Housing Ombudsman investigations, evidence requests and orders.
- Bring colleagues across Orbit together to gather evidence and ensure complete, timely submissions.
- Identify evidence gaps and risks, assign responsibility for action and track progress.
- Work flexibly across Customer Resolutions teams as business needs change, taking on activities in line with your training and demonstrated competence.
These may include Stage 1 and Stage 2 complaints, executive, MP and councillor enquiries, aftercare and commitment coordination, Housing Ombudsman casework and related administration.
- Monitor compliance with Ombudsman orders and keep clear records of progress and outcomes.
- Develop a strong understanding of complaint-handling regulations to identify and help mitigate risks early.
- Build your knowledge of Orbit’s policies and procedures to help resolve issues within complaint-handling timescales.
- What You’ll Bring
• Essential
- Strong understanding of regulatory obligations in the housing sector.
- Knowledge of the Housing Ombudsman Complaint Handling Code.
- Experience in complaints, mediation or dispute resolution.
- Excellent planning, organisational and time-management skills.
- Strong written communication and problem-solving skills.
• Desirable
- Experience influencing others to take a customer-first approach.
- Confidence in reviewing policies and preparing written responses or reports.
- Awareness of safeguarding and vulnerability considerations in housing.
Why Orbit?
A rewarding experience that works for you
We offer flexible working, wellbeing support, and benefits designed to help you and your loved ones thrive.
A place to progress
We support learning at every stage, with training, professional qualifications, and tailored leadership development.
A purpose to feel proud of
We’re values-driven, commercially focused, and committed to making a difference. The more we achieve, the more we can do for our communities.
- How We Hire
- Online application
- Interview(s)
- Decision and offer
We put the safeguarding of our customers, colleagues and contractors at the heart of everything we do. Some roles may be subject to a DBS check
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Housing Ombudsman Coordinator in Coventry employer: Orbit Group
At Orbit, we are committed to creating a rewarding work environment that prioritises employee wellbeing and professional growth. As a leading housing group, we offer flexible working opportunities and comprehensive training programmes, ensuring that every team member can thrive while making a meaningful impact in the communities we serve. Join us to be part of a values-driven organisation where your contributions help shape an inclusive digital experience for over 100,000 customers.
StudySmarter Expert Advice🤫
We think this is how you could land Housing Ombudsman Coordinator in Coventry
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Orbit Group. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Orbit Group before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Housing Ombudsman Coordinator in Coventry
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Orbit Group:Your cover letter is your chance to shine! Tell us why you want to work at Orbit Group specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Orbit Group!
How to prepare for a job interview at Orbit Group
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
