Complaints and Customer Care Team Lead

5 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

  • Head of Complaints and Customer Care

    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...

  • Complaints and Customer Care Officer

    5 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...

  • Complaints & Customer Care Specialist 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...

  • Complaints Officer

    6 months ago

    Coventry, United Kingdom University Hospitals Coventry and Warwickshire NHS Trust Full time

    Are you looking to try a new role and a new challenge? Why not consider joining the Patient Experience Team as a Complaints Officer. To work within our integrated Quality Department to ensure complaints and enquiries are investigated and responded to within national and locally set timescales. To support senior members of staff and all wards and...

  • Complaints Officer

    6 months ago

    Coventry, United Kingdom University Hospitals Coventry and Warwickshire NHS Trust Full time

    Are you looking to try a new role and a new challenge? Why not consider joining the Patient Experience Team as a Complaints Officer. To work within our integrated Quality Department to ensure complaints and enquiries are investigated and responded to within national and locally set timescales. To support senior members of staff and all wards and...

  • Complaints & Customer Care Officer - Stage 1

    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...

  • Complaints & Customer Care Officer - Stage 1

    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...

  • Complaints & Customer Care Officer - Stage 1

    4 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...

  • Complaints Officer

    2 weeks ago

    Coventry, United Kingdom University Hospitals Coventry and Warwickshire NHS Trust Full time

    Job summary Are you looking to try a new role and a new challenge? Why not consider joining the Patient Experience Team as a Complaints Officer. We have new positions available due to internal promotions in the team. To work within our integrated Quality Department to ensure complaints and enquiries are investigated and responded to within national...

  • Complaints Officer

    3 months ago

    Coventry, United Kingdom University Hospitals Coventry and Warwickshire NHS Trust Full time

    Job summary Are you looking to try a new role and a new challenge? Why not consider joining the Patient Experience Team as a Complaints Officer. To work within our integrated Quality Department to ensure complaints and enquiries are investigated and responded to within national and locally set timescales. To support senior members of staff and all...

  • Complaints Advisor

    6 months ago

    Coventry, United Kingdom Local Government & Social Care Ombudsman Full time

    **Details**: **Reference number**: - 352442**Salary**: - £25,398 - £28,024**Job grade**: - Other**Contract type**: - Permanent**Type of role**: - Contact Centre**Working pattern**: - Flexible working, Full-time, Part-time**Number of jobs available**: - 1Contents Location About the job **Benefits**: Things you need to know Location -...

  • 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...

  • Complaints Administrator

    5 months ago

    Coventry, United Kingdom Coventry City Council Full time

    About the team we are recruiting to We value diverse perspectives and experiences and are striving to create a workplace culture that is inclusive, is accepting of all and is free from discrimination and bias. We want every single customer to have a positive experience when approaching the council and would welcome you being part of the team. What is the...

  • Pals and Complaints Coordinator

    8 months ago

    Coventry, United Kingdom Coventry and Warwickshire Partnership Trust Full time

    This will involve immediate action to raise issues with frontline staff delivering the service. To provide support and expert knowledge to Investigation Officers throughout formal complaint investigation process. To provide expert advice and support concerning the statutory NHS Complaints Regulations to staff and to complainants. Where necessary advise and...

  • Customer Care Administrator

    6 months ago

    Coventry, United Kingdom Bridge of Hope Full time

    ** Role**: Administrator **Location**: Binley Court, Coventry **Duration**: 3 Months (potential for extension) **Hours**: 9am to 5pm, Monday to Friday Resourcing Source Group is currently seeking a dedicated individual to join our clients team as a Complaints and Customer Care Administrator on a temporary basis. **Responsibilities**: - Provide day-to-day...

  • Complaints Resolution Specialist

    2 days ago

    Coventry, Coventry, United Kingdom Local Government & Social Care Ombudsman (LGSCO) Full time

    The Local Government & Social Care Ombudsman (LGSCO) is seeking a Complaints Resolution Specialist to join our team. As an Investigator, you will play a key role in resolving complaints made to us by the public, working closely with local authorities and social care providers.This role requires strong problem-solving and time management skills, with the...

  • Pals and Complaints Officer

    5 months ago

    Coventry, United Kingdom Coventry and Warwickshire Partnership Trust Full time

    Education Training and Personal Development To identify own training and development needs and undertake appropriate training / education as required, supported by regular KSFs. To undertake appropriate training to enhance skills in delivering the service as required. To promote the service by providing information, delivering presentations and supporting...

  • Complaints Executive

    1 month ago

    Coventry, United Kingdom CV-Library Full time

    As a Complaints Executive, you will be the main point of escalation for customer complaints (B2B). You will provide a professional and excellent level of service at all times by managing customers’ queries and expectations. You will need to report on the level of complaints and provide analysis on this to the wider business. Salary on offer is...

  • Pals and Complaints Officer

    7 months ago

    Coventry, United Kingdom Coventry and Warwickshire Partnership NHS Trust Full time

    To assist in the provision of an accessible and responsive Complaints, Compliments and PALs Service for patients, carers and members of the public on behalf of the Trust. To act as the first point of contact for the public providing a front line complaint and information service. To provide an efficient, prompt and approachable support service to...

  • Senior Customer Relations Officer

    1 week ago

    Coventry, Coventry, United Kingdom Blue Octopus Recruitment Ltd Full time

    At Blue Octopus Recruitment Ltd, we're looking for a skilled Senior Customer Relations Officer to join our team. This is an exciting opportunity to work with us in improving customer experience and mitigating reputational risk through effective management of Housing Ombudsman Service cases, investigations, and complex stage two complaints.About the RoleWe're...