Complaints & Customer Aftercare Officer

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**

You will deliver the day-to-day functions of the Complaints & Customer Aftercare Team to ensure where Orbit have provided customers with a fair and reasonable outcome to their complaints, we continue to offer support, maintain regular contact, and ensure we follow up on outstanding actions/works through to full completion.

You will maintain competence and maximise operational service delivery and compliance with sector regulations and legislation within the formal complaints process.

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**

In this role you will support the Complaints & Customer Aftercare Manager to reduce the volume of complaint escalations and increase customer satisfaction through post complaint resolution customer aftercare.

Your key responsibilities will be to:

- Handle high profile and complex post resolution complaints effectively and to use initiative and take ownership of post resolution complaints aftercare through working directly with customers, external stakeholders, and wider Orbit business colleagues.
- Identify areas of possible improvement. Provide suggestions to support the Complaints and Customer Aftercare Manager in continuously improving process, policies, procedures, practices, projects, system enhancements and to support the improvement of the service delivered to our customers.
- Champion customer engagement and resident empowerment across the service ensuring a commitment to delivering customer focused services.
- Manage your own workload to ensure effective post complaint resolution, with clear documentation and outcomes.

**What you'll bring**

**Essential skills**
- Experiencing of dealing with high volume of complex complaint cases, including DMC and prior experience of working within a regulated complaints environment.
- Experience of working with vulnerable and complex needs customers
- Working knowledge, understanding and ability to interpret Regulatory Requirements underpinning the sector
- Strong people skills, being a great communicator (both written & verbal) with the ability to influence and inspire colleagues and partners
- Able to demonstrate a clear understanding of how to tailor content appropriately considering the channel and required outcomes

**Desirable skills**
- A proven ability to put yourself into our customers’ shoes and represent their views, wants, and needs whilst balancing internal business needs/drivers/priorities

**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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