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
✨Tip Number 1
Get to know the company! Before your interview, do a bit of research on Orbit and its values. Understanding what drives us will help you connect your experiences to our mission of building thriving communities.
✨Tip Number 2
Practice makes perfect! Run through common interview questions with a friend or in front of the mirror. Focus on how your skills in customer service can enhance the experience for our customers and communities.
✨Tip Number 3
Show off your communication skills! During the interview, be clear and concise in your answers. Remember, as a Customer Care Coordinator, effective communication is key to keeping our customers informed and satisfied.
✨Tip Number 4
Don’t forget to ask questions! Prepare a few thoughtful questions about the role or the team. This shows your interest and helps you gauge if Orbit is the right fit for you. And hey, apply through our website for a smoother process!
We think you need these skills to ace Customer Care Coordinator in Norwich
Some tips for your application 🫡
Tailor Your Application:Make sure to customise your application to highlight how your skills and experiences align with the Customer Care Coordinator role. We want to see how you can contribute to our mission of providing affordable housing and excellent customer service.
Show Off Your Communication Skills:Since this role is all about communication, don’t hold back! Use clear and concise language in your application. We’re looking for someone who can effectively convey information, so let your writing reflect that.
Highlight Relevant Experience:If you've got previous experience in customer service or a housebuilding environment, make sure to showcase it! We love seeing how your background can help us improve customer satisfaction and resolve issues efficiently.
Apply Through Our Website:We encourage you to apply directly through our website. It’s the best way to ensure your application gets to us quickly and efficiently. Plus, you’ll find all the details you need about the role and our values there!
How to prepare for a job interview at Orbit Group
✨Know Your Stuff
Before the interview, make sure you thoroughly understand Orbit's mission and values. Familiarise yourself with their commitment to affordable housing and community building. This will help you align your answers with what they stand for.
✨Show Off Your Communication Skills
As a Customer Care Coordinator, communication is key. Prepare examples of how you've effectively communicated with customers in the past. Think about times when you resolved issues or improved customer satisfaction – these stories will showcase your skills.
✨Be Ready to Discuss Data
Since the role involves interpreting data and producing reports, brush up on your analytical skills. Be prepared to discuss how you've used data in previous roles to improve processes or customer experiences. This will demonstrate your ability to handle the responsibilities of the job.
✨Ask Thoughtful Questions
At the end of the interview, don’t forget to ask questions! Inquire about how Orbit measures customer satisfaction or what improvements they’re looking to implement in their customer care processes. This shows your genuine interest in the role and the company.
