At a Glance
- Tasks: Support the complaints process and manage customer communications with attention to detail.
- Company: Join Orbit, a leading housing group dedicated to building thriving communities.
- Benefits: Flexible working, professional development, and wellbeing programmes for you and your loved ones.
- Other info: Inclusive culture with opportunities for growth and a purpose-driven mission.
- Why this job: Make a real difference in people's lives while developing your career.
- Qualifications: Strong communication, IT skills, and previous office administration experience required.
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: 6 month contract available. Working as a Coordinator in the Complaints and Customer Care Team you will be part of a high performing, results driven team where you will deliver outcomes to the highest level of performance, and standard of service. You will need to have excellent attention to detail, ability to review customer letters and email and input accurately onto the system. You will support the officers and managers and be able to speak and triage customers, so good communication will be vital. 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 be responsible for general office administration and supporting the team with routine tasks, including compensation payments, regulatory extension letters, acknowledgement letters and the centralised mailboxes. Your key responsibilities will be to:
- Support the complaints process to ensure compliance with policy and regulatory requirements.
- Triage, and manage all incoming complaints through various channels, ensuring accurate logging and categorisation.
- Request information from internal service areas to assist with the investigation of complaints.
- Highlight any operational risks identified during the complaints handling process.
What you'll bring: To be successful in this role of coordinator you will need:
Essential skills:- Excellent attention to detail.
- Good numeracy and communication skills.
- Good IT skills, including Microsoft Word, Excel and Outlook and the ability to interpret basic data reports.
- Good customer communication skills.
- Demonstrate exceptional organisation and time management, adhering to strict timescales.
- Previous experience of office administration.
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.
- A place to progress.
- A purpose to feel proud of.
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.
Customer Resolutions Coordinator 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 options and comprehensive development programmes, ensuring that every team member has the opportunity to grow and succeed. Join us in making a difference, as we believe in the power of progress and the importance of a supportive workplace.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Resolutions Coordinator
✨Get Social with Customer Support Communities
Join customer support groups on platforms like Facebook or Reddit. They often share job openings or temp opportunities. Engaging with these communities can help you learn more about the specific skills and experiences employers are looking for, plus you'll meet folks who might know about openings at companies like Orbit Group.
✨Leverage Seasonal Hiring Trends
Since customer support roles can spike during busy seasons (think holidays and sales periods), keep an eye out for timelines when companies ramp up hiring. Make sure to apply early and stay active; sending a quick follow-up a week after applying can show your enthusiasm for the role.
✨Flex Your Communication Skills
In customer support, communication is key! Prepare for hypothetical scenarios that test your problem-solving and customer interaction skills. Practising answers to common role-play questions can really help you shine in interviews—trust us, it makes a difference!
✨Make the Most of Job Boards
Use industry-specific job boards like Glassdoor or Indeed to find temporary roles. Don’t forget to set up alerts for customer support positions at companies like Orbit Group. The earlier you apply, the better your chances, so keep your finger on the pulse!
We think you need these skills to ace Customer Resolutions Coordinator
Some tips for your application 🫡
Highlight Your Communication Skills:In customer support, top-notch communication is key. Make sure your CV showcases any previous experience where you’ve had to clearly convey information or resolve issues. If you’ve handled customer queries via email or chat, mention it! Let’s see those strong verbal and written skills shine through.
Showcase Problem-Solving Experience:Employers love to see how you've handled tricky situations. Include examples in your application where you’ve tackled customer concerns or had to think on your feet. It's all about proving you can keep cool under pressure and find solutions—something super important in a temporary customer support role!
Tailor Your Approach for Temporary Roles:Since this is a temporary gig, make sure your cover letter emphasises your flexibility and eagerness to dive right in. Mention that you're ready to hit the ground running and are adaptable to new tools or systems—this shows that you understand the urgency often needed in temporary positions.
Proof of Customer Satisfaction:If you’ve got any quantifiable achievements from past customer support roles, like improved customer satisfaction scores or successful project completions, make sure to include them. Numbers speak volumes! This not only shows your capability but also gives us a reason to believe you'll bring that same success to Orbit Group.
How to prepare for a job interview at Orbit Group
✨Master the Customer Interaction Game
In customer support, we need to showcase our people skills. Prepare for role-playing scenarios where you'll demonstrate how to handle difficult customers or resolve complaints. Think about the types of issues common in Orbit Group's industry and how you can respond empathetically and effectively!
✨Know Your Products Inside Out
For a temporary role, it's crucial to familiarize yourself with the products or services Orbit Group offers. Brush up on key features, common issues, and FAQs. This knowledge will enable you to respond quickly and confidently to customer queries, showing you’re ready to jump in at a moment’s notice!
✨Flexibility is Key - Emphasise Your Adaptability!
Since this is a temporary role, we're looking to convey how quickly we can adapt to new systems or processes. Be ready to share examples of how you've quickly learned new tools or adjusted to changing environments in past roles. Show them you're the go-to person when the pressure's on!
✨Prepare for Quick Conversational Q&A
You might face a rapid-fire round of questions about customer service principles or how you'd handle specific situations. To ace this, think through different customer scenarios ahead of time, and practice your responses to ensure they're concise and impactful. The aim is to demonstrate your quick thinking and problem-solving skills!
