Customer Care Administrator - Fixed Term Contract in Norwich

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 Customer Care Administrator provides essential administrative and communication support to the Customer Care Team, ensuring customers in new build homes receive a responsive, professional and empathetic service throughout the defects and warranty period. This role is part of Orbit Homes where you'll help us to build 5,700 new affordable homes by 2030 in a sustainable way. This is a 12 Month Fixed Term Contract Opportunity.

What you'll achieve:

• The role is responsible for the accurate logging, coordination and tracking of post-handover defects, arranging contractor appointments, maintaining customer and defect records, and supporting effective communication between customers, contractors, site teams and internal departments.
• The post holder plays a key role in managing customer expectations and ensuring issues are progressed and resolved within agreed timescales.
• Act as a first point of contact for customers reporting defects via telephone, email and internal systems; respond to customer enquiries in a timely, professional and empathetic manner.
• Escalate complex or unresolved issues to Customer Care Coordinators or the Head of Customer Care as appropriate.
• Monitor and maintain defects through the developer liability and warranty periods, ensuring information is up to date and responsibilities are clearly recorded.
• Liaise with contractors and suppliers to arrange inspections and remedial works.
• Coordinate customer appointments and access arrangements, working closely with site teams where required.
• Monitor contractor attendance, progress and completion updates, ensuring systems are kept current.

What you'll bring:

Essential skills:

• High level of computer literacy including speed and accuracy of typing.
• Excellent literacy and numeracy skills.
• Ability to interpret data and produce summary reports.
• Excellent team working and communication skills.
• Competent IT skills especially in Excel and Teams.
• Excellent interpersonal skills and ability to develop constructive, positive relationships.

Desirable skills:

• Use of CRM system/use of D365.
• Experience in a New Build/Developer environment.

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.

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.