Senior Resolutions Coordinator

6 months ago

Coventry, United Kingdom Orbit Group Full time

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.

Work for Orbit. Believe in people.

**The role**

Orbit are delighted to announce that we are looking to recruit a Senior Resolutions Coordinator on a 12 month contract. In this role your primary responsibility will be to ensure resolutions to customer complaints are completed effectively. This role plays a crucial role in the upholding of our commitment to providing excellent customer care, delivering brilliant service recovery and ensuring compliance with the Housing Ombudsman code.

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**

Your key responsibilities will be to:

- Ensure Compliance: Oversee and ensure compliance with the Housing Ombudsman code in relation to customer care, ensuring that all customer complaints are handled according to the prescribed guidelines and regulatory standards.
- Housing Ombudsman Determinations: Effectively manage and track the completion of orders and recommendations relating to Ombudsman determinations. Collaborate with internal stakeholders to ensure the implementation of necessary measures and improvements and the resolution of issues raised by the Housing Ombudsman.
- Complaint resolution: Working with and supporting the Customer Relations and Complaints Assurance teams, you will manage and oversee the completion of resolutions to customer issues identified through the complaints process. Work closely with operational teams and partners to ensure customers are kept up to date with progress, ensuring timely resolution and accurate record keeping. Analyse complaint trends and identify areas for improvement in the complaints handling process and with operational services.
- Customer Care Ethos: Act as a customer champion, upholding a strong customer care ethos and ensure that customer complaints are handled empathetically, efficiently, and to the highest standard in line with our brilliant service recovery principles. Continuously monitor and enhance customer care practices within the Customer Relations and Complaints Assurance teams.

**What you'll bring**

To be successful in this role of Senior Resolution Coordinator you will need to have a strong customer care ethos with a proven track record of handling customer complaints effectively and empathetically.

**Essential skills**
- Resilience and determination to address challenging complaints and resolve them to the satisfaction of all parties involved.
- Strong communication skills, both written and verbal, with the ability to convey complex information clearly and concisely.
- Exceptional organisational abilities with keen attention to detail to ensure accurate tracking and completion of complaint-related actions.
- Enjoyment of problem-solving and a proactive approach to identifying and implementing process improvements.

**Desirable skills**
- Desirable experience includes a background in housing or property, working within a regulated sector, and previous involvement in a complaints function.

**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.

For leaders, our tailored development journeys are designed to stretch and strengthen your leadership skills. As well as practical training, we give you access to renowned business schools and experiential programmes for greater breadth and depth of learning.

**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.

What brings us together is a passionate belief in progress and people.

Read more about the values and purpose that drive us on our careers website.***

**How we hire**

We aim to make our hiring process simple and fair:

- Interview(s)
- Decision and offer

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