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Customer Care and Complaints Specialist

3 months ago

Coventry, Coventry, United Kingdom Orbit Group Full time

At Orbit Group, we are dedicated to fostering vibrant communities as one of the UK's foremost housing organizations and a key player in affordable housing development.

We firmly believe that everyone deserves a quality home they can afford, in a community they take pride in. Our homes are home to thousands of individuals.

If you seek a fulfilling career, consider joining us. Together, we can ensure that both our customers and communities flourish.

The Role

6-month contract available

In light of internal promotions, we are expanding our Stage 1 Complaints team. This position involves overseeing customer grievances in accordance with regulations and operational service standards through a multi-channel approach.

Your role will be to guarantee that Orbit delivers fair and just resolutions to intricate stage one, specialist, and DMC complaints, while maintaining the necessary expertise to enhance operational service delivery and compliance with sector regulations and legislation throughout the formal complaints process.

This position is part of the Customer & Communities division, where you will contribute to our commitment to serving thousands of customers.

What You'll Achieve

In this capacity, you will take charge of complex stage one, specialist, and DMC complaints. You will collaborate directly with customers, stakeholders, and colleagues across Orbit, especially when early investigations are initiated by the Housing Ombudsman, to ensure equitable and just resolutions.

Your primary responsibilities will include:

  • Effectively managing high-profile complex stage one, specialist, and DMC complaints, utilizing your initiative to differentiate between simple and complex cases to maintain overall complaint volume.
  • Preventing unnecessary escalations and Housing Ombudsman determinations by delivering appropriate outcomes for our customers.
  • Ensuring adherence to the Housing Ombudsman Code and performing against a comprehensive performance and quality assurance framework to meet key performance indicators.
  • Building and maintaining effective relationships with key internal and external stakeholders to ensure compliance with regulatory requirements, demonstrating a clear understanding of Ombudsman Regulations.
  • Managing customer interactions through various channels, including social media, Trust Pilot, telephone, email, and written correspondence, while handling a high-volume case load.
  • Ensuring ongoing communication with all customers and providing timely updates.

What You'll Bring

Essential Skills

  • Experience in managing a high volume of complex complaint cases, including DMC, and prior experience in a regulated complaints environment.
  • Experience working with vulnerable customers and those with complex needs.
  • Working knowledge and understanding of the regulatory requirements that underpin the sector.
  • Strong interpersonal skills, with the ability to communicate effectively (both written and verbal) and influence colleagues and partners.
  • Ability to tailor communication appropriately based on the channel and desired outcomes.

Desirable Skills

  • Experience with multi-channel communication, including email, web chat, and social media.
  • A proven ability to empathize with customers and represent their perspectives while balancing internal business needs.

Why Orbit?

Choosing Orbit means being rewarded in every aspect.

A Rewarding Experience

We strive to create an inclusive environment with benefits and wellness programs designed to support you and your loved ones. We offer flexible working arrangements for many roles to promote a better work-life balance.

A Path for Progression

From training programs to professional qualifications, we provide opportunities for learning and development at every stage of your career. Whether you are a student, graduate, or seasoned professional, we are committed to supporting your growth.

For leaders, our tailored development journeys are designed to enhance your leadership skills, providing access to renowned business schools and experiential programs for a broader learning experience.

A Purpose to Be Proud Of

We take pride in making a difference together. Our values drive us, with a commercial focus on performance—because the more profit we generate, the more we can achieve for our communities.

What unites us is a shared belief in progress and the importance of people.

Our Hiring Process

We aim to make our hiring process straightforward and equitable:

  • Online application
  • Interview(s)
  • Decision and offer

We prioritize the safeguarding of our customers, colleagues, and contractors in all our operations, and certain roles will require a DBS check.