Complaints and Customer Care Team Lead

3 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 into the newly created position of Complaints and Customer Care Team Lead. In this role you will be supporting the Complaints & Customer Care Stage One Manager to manage and drive a high performing, results driven team. You will manage the day-to-day functions of the Complaints & Customer Care Stage One MP/Councillor Officers and the Customer Care Stage One Officers. You will inspire and motivate the team to ensure Orbit provide customers with a fair and reasonable outcome to their complaints.

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 be responsible for supporting, motivating, and developing direct reports so that they are engaged and enabled to deliver in their roles.

Your key responsibilities will be to:

- Support the team to deliver on targets and performance indicators. Monitor performance, formulate, and implement solutions to address poor performance. Produce performance reporting as required.
- Work directly with MPs and Councillors resolving complaints and provide detailed analysis when required, as directed by the department manager.
- Analyse quality assurance findings to identify and implement corrective actions to improve overall quality of complaint handling..
- Develop and sustain effective relationships with key internal and external stakeholders, so activities within the team meet regulatory requirements demonstrating clear understanding of the Housing Ombudsman Code.
- Stay abreast of regulations, best practice, and the Housing Ombudsman code to ensure that our complaint resolution policies and processes align with regulatory requirements and inform future plans.
- Prevent Complaint Escalations and Housing Ombudsman Determinations by supporting your team to deliver a fair and reasonable outcome to complaints.

**What you'll bring**

In this role it is essential that you have previous experience managing a large high performing team, day-to-day management and owning personal development.

**Essential skills**
- Experience of building and maintaining effective working relationships with a varied customer and partner group
- Working knowledge, understanding and ability to interpret Regulatory Requirements underpinning the sector
- Strong interpersonal skills, being a great communicator (both written & verbal) with the ability to influence and inspire colleagues and partners
- Experience of driving forward and delivering initiatives in a complex complaint’s environment within tight deadlines to an excellent standard
- Excellent IT skills, (using a variety of Microsoft Applications, portals/platforms) numeracy and literacy skills including business writing and reporting skills

**Desirable skills**
- Can drive and embed a strong team ethic & deliver on continuous improvement
- A proven ability to put yourself in our customers’ shoes and represent their views, wants, and needs whilst balancing internal business needs/drivers/priorities
- Ability to travel to meet the requirements of the role

**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 o

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