At a Glance
- Tasks: Be the go-to person for customer care, ensuring smooth communication and problem resolution.
- Company: Join one of the UK’s largest housing groups dedicated to affordable living.
- Benefits: Enjoy flexible working, professional development, and a supportive environment.
- Other info: Opportunities for growth and a chance to contribute to sustainable housing.
- Why this job: Make a real difference in people's lives by enhancing their home experience.
- Qualifications: Strong communication skills and previous customer service experience are essential.
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 main purpose of this role is to provide and maintain communications, and be the main point of contact, between the Construction Team and our customers, both internally and externally. To track and monitor performance of contractors to ensure that they rectify customer care issues within agreed timescales. To design and deliver a customer focused service to and promote excellent customer experience among our internal and external customers in their dealings with the Construction Team. 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.
What you’ll achieve:
- Manage the resolution of all post-occupation building related problems received from our customers and maintain contact with and keep the customers informed at all times.
- Design and manage the process to ensure that information required by our internal and external customers are provided to them on time, in particular: Sales information and documentation to the Sales and Marketing Team; Property handover information and documents to Neighbourhood Teams.
- Monitor performance of our contractors in resolving defects to ensure that they are rectified to the satisfaction of the customer and that completed remedial works are formally signed off.
- Take ownership of and promptly deal with initial customer complaints in order to stop them escalating into formal complaints.
- Constantly identify and implement improvements to the process with the aim of being efficient and increasing customer satisfaction.
What you’ll bring:
- Excellent communication skills both verbally and written.
- Proficient in the application of Microsoft Office suite.
- Ability to prioritise and manage own workload.
- Ability to interpret data and produce reports.
- Previous experience in customer service.
Desirable skills:
- Experience in a housebuilding 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.
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 Care Coordinator in Norwich 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 personal and professional growth through tailored training programmes and flexible working opportunities, ensuring that every employee can thrive both in their career and personal life. Join us in our mission to make a positive impact on people's lives, where your contributions truly matter.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Care Coordinator in Norwich
✨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 Customer Care Coordinator in Norwich
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.
