Case Handler Complaints Team

1 week ago

Coventry, Coventry, United Kingdom Orbit Group Full time
Orbit is a fantastic business and one that's really going places.


Orbit was formed in 1967 with the aim of providing good-quality housing for people who would otherwise not be able to afford to buy their own home.


Over 50 years later, we're one of the leading housing providers in the UK.Our services have diversified, our housing portfolio has expanded, and our reputation as an innovator within our sector has grown.

But one thing that has never changed.
Our beliefin people and what they can achieve.

Your role at Orbit.

We are looking to increase headcount in our Customer Relations team and we are looking for Case Handlers to manage and resolve customer complaints to an effective conclusion whilst following regulation and company policy.

This is a high performing team witha keen focus on results and driving service levels.


This role will involve managing and supporting customer complaints through to resolution and ensuring the best outcome for all parties involved.

This will involve excellent communication skills, both verbal and written as we operate onmulti-channel approach.


You will actively manage a caseload of up to 40 complaints at any one time, aiming to contact and resolve within 10 working days.

You will work with the wider team to implement change across the business to improve the customer journey.

You will need tobuild effective working relationships with wider teams and be able to work at pace to ensure effective responses in a quick turnaround.

The team work out of the Customer Hub in Coventry and provide a service to the whole business.

What will help you make a difference.

  • Experiencing of dealing with high level complaints and prior experience of working within a regulated complaints environment.
  • Great organisational, planning and time management skills.
  • Experience of delivering effective working relationships with a varied customer and partner group
  • Working knowledge, understanding and ability to interpret Regulatory Requirements underpinning the sector
  • A proven ability to put yourself into our customers' shoes and represent their views, wants and needs whilst balancing internal business needs/drivers/priorities
  • Strong interpersonal skills, being a great communicator (both written & verbal) with the ability to influence and inspire colleagues and partners
  • Excellent IT skills, (using a variety of Microsoft Applications, portals/platforms) numeracy and literacy skills including business writing and reporting skills
  • Educated to A level or above or equivalent
  • A flexible approach to working hours

Why Orbit?

Rewarding your contribution.

For those who want or need more of a work life balance our view is that this role is suitable for WorkSmart.

This means we would consider a more flexible working arrangement, where your hours and work location are managed according to business, customer andpersonal needs.

Agile working arrangements will be discussed during the interview process.

Some of our core benefits include:

  • Group bonus potential up to 15% of salary
  • 27 days annual leave plus bank holidays and the "Orbit day"
  • Private medical insurance
  • Excellent contributory pension scheme
  • Life assurance
  • A great pick and mix of flexible benefits including the option to buy and sell holiday and much more

Our culture and purpose.

We know that great people are central to achieving our ambitions and as such we want everyone to have a voice and make a positive difference.

We are proud to be a Sunday Times 100 Best Companies to work for, this demonstrates we place people at the heart ofeverything we do.

We continue to create a culture that celebrates diversity and an environment where everyone feels able to contribute towards achieving together.


We support our colleagues to be at their best through our wellbeing programme #ThisIsMe, our corporate learning programme, opportunities for professional development, our innovative approaches to making the world and our homes a greener place and our leadingreward and recognition package.

Because of this our people tell us Orbit is a great place to work for.
At Orbit, our people are enthusiastic and passionate about making a real difference to our customers and communities. We are one team where everyone is connected and encouraged to have the freedom to think differently.

Each year we build many new affordable homes and manage a total portfolio of around 45,000 properties.

Over 100,000 people live in an Orbit home and our innovative approach empowers every one of them to grow and thrive.

We are commercially driven.

Themore profit we make, the more we invest into the communities that we work for, improving services and playing a key role in driving UK housing growth.


Work for Orbit.
Believe in people.

We have so much more that we'd like to share with you so please submit your CV demonstrating the value you could bring to Orbit.

IND1

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