Complaints Aftercare Officer

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 is part of our Complaints team. With a focus on results and resolving issues for Customers, you will support the manager to reduce escalations and increase customer satisfaction through aftercare.

You will be part of a team providing aftercare to our Customers, ensuring regular contact, follow up on outstanding action and offering full support in line with company policy and procedure.

The team work in a hybrid way - with office and home based working.

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**
- 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.
- Champion customer engagement and resident empowerment across the service ensuring a commitment to delivering customer focused services.
- Ensure learning is up to date to maintain competence with Quality Assurance Framework to deliver high standards in; written and verbal communication, record keeping and case management.
- 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 level/post resolution complaints and prior experience of working within a regulated complaints environment.
- Experience of working with vulnerable and complex needs customers
- Exceptional attention to detail and accuracy
- Great organisational, planning and time management skills.
- Effective case management skills to manage own diary and to maintain several post resolutions cases.

**Desirable skills**
- Housing background / experience would be beneficial

**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