At a Glance
- Tasks: Manage customer cases and ensure efficient delivery of housing services.
- Company: One of the UK's largest housing groups focused on affordable housing.
- Benefits: Flexible working, professional development, and wellbeing programmes.
- Other info: Join a values-driven team with excellent growth opportunities.
- Why this job: Make a real difference in people's lives while developing your career.
- Qualifications: Strong communication skills and a passion for customer service.
The predicted salary is between 30000 - 40000 £ per year.
We are 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.
The main purpose of this role is to provide an efficient, robust customer focused service in the delivery of DMC in line with Awaab's Law. To effectively case manage the end-to-end job delivery highlighting any delays or issues and proactively contacting the customer and escalating where appropriate to the Technical team leader. To be the single point of contact with the customer for a case and work in partnership with the surveyor to seek resolution for the customer and property compliance. This role is part of Property where you'll help us to lead the way investing and maintaining 46,000 homes.
What you’ll achieve:
- Be part of the technical team and operate in an efficient manner to deliver high quality resolutions for customers.
- Support the Technical Senior to ensure all relevant work instructions, guidance notes and procedures are maintained and being followed where necessary.
- Case manage DMC cases, keep regular contact with the customers and manage the customer journey.
- Assist in case managing HHSRS cases, keep regular contact with the customers and manage the customer journey. Work in partnership with the surveyor to meet resolution.
- Support the Complaints and Housing Ombudsman team with the resolution of cases. Support the customer journey and seek resolution with contractors.
- Case manage Disrepair cases, communicate with the legal representative and support settlement.
What you’ll bring:
Essential skills:
- Strong written and verbal communication.
- Exceptional customer service with a degree of empathy and understanding.
- Accurate and precise record keeping.
- Very good team player.
- I.T. and Microsoft Word astute.
- Resilient and an eye for detail.
Desirable skills:
- Knowledge and experience of working in Social Housing.
- Experience of case managing cases.
- Knowledge of housing and tenancy legislation.
Benefits:
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. 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. 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 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.
Technical Case Handler in Coventry employer: Orbit Group
At Orbit, we are committed to building thriving communities and providing affordable housing, making us an exceptional employer for those seeking meaningful work. Our inclusive culture fosters professional growth through tailored training programmes and flexible working opportunities, ensuring that every employee can thrive both personally and professionally. Join us in a role that not only offers competitive benefits but also allows you to contribute to a purpose-driven mission that positively impacts the lives of over 100,000 residents across the UK.
StudySmarter Expert Advice🤫
We think this is how you could land Technical Case Handler 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 Technical Case Handler 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.
