Customer Liaison Officer

Orbit is a fantastic business and one that’s really going places.

Orbit was formed in 1967 with the aim of providing good-quality housing for people who would otherwise not be able to afford to buy their own home.

Over 50 years later, we’re one of the leading housing providers in the UK. Our services have diversified, our housing portfolio has expanded, and our reputation as an innovator within our sector has grown. But one thing that has never changed. Our belief in people and what they can achieve.

**Your role at Orbit.**
At Orbit, we believe people deserve high-quality, affordable homes that they love to live in - whether they’re buying or renting. In the Strategic Asset Management team, our data driven analytics and innovative thinking help us discover how, where, and when our investment strategy can deliver on this vision for hundreds of thousands of customers across the UK.

The role of the Customer Liaison Officer is to determine and lead on the delivery of Orbit’s quality improvement program. The Officer will improve customer’s lives by facilitating planned moves from poorer quality homes to ones which better suit the customers needs. Delivery and flexing the programme to achieve a targeted number of moves, the Officer will produce progress reports and highlight risk and opportunities.
- Produce and deliver a planned move program for each of the schemes identified, working with Orbit’s Communications Team to produce an appropriate strategy for each scheme.
- Lead on the internal communications of the program with teams most affected.
- Identify and understand each customer’s accommodation and relocation requirements. Assist them in securing alternative and suitable accommodation to facilitate an easy move.
- Negotiate, persuade and support customers to leave poor quality homes by highlighting the benefits of alternative accommodation
- Constantly review Orbits void properties to strategically rehouse customers, liaise with Lettings to hold voids in required locations and review the new build program to request new homes for existing customers if appropriate.
- Administer policies to ensure Orbit fulfils its’ financial obligations to the customers.
- Communicate with local councillors to advise of our disposal program is appropriate in some Local Authority areas.
- Project manage the program, producing progress reports & forecasting delivery.

**What will help you make a difference.**
The role is a springboard for an individual who wants to grow their knowledge in real estate management. Understanding how Orbit monitor the financial and social performance of our assets in critical and so the individual will require some analytical skills and a strong desire to learn and improve. It is hoped that you will already have some experience in the property sector or a genuine interest in real estate.
- Experience in supporting customers through change.
- Self-motivated individual who gets the job done and more
- A confident individual with excellent verbal and written communication skills
- A customer and business focussed approach
- A team player who supports colleagues to improve
- Ability to work flexibly with the requirements of the role and travel to meet customers where required
- Analytical skills, able to interpret and challenge data / management information and identify the best outcome

**Why Orbit?**
**Rewarding your contribution.**
For those who want or need more of a work life balance our view is that this role is suitable for WorkSmart. This means we would consider a more flexible working arrangement, where your hours and work location are managed according to business, customer and personal needs. Agile working arrangements will be discussed during the interview process.

Some of our core benefits include:

- Group bonus potential up to 15% of salary
- 27 days annual leave plus bank holidays and the “Orbit day”
- Private medical insurance
- Excellent contributory pension scheme
- Life assurance

A great pick and mix of flexible benefits including the option to buy and sell holiday and much more

**Our culture and purpose.**
We know that great people are central to achieving our ambitions and as such we want everyone to have a voice and make a positive difference. We are proud to be a Sunday Times 100 Best Companies to work for, this demonstrates we place people at the heart of everything we do. We continue to create a culture that celebrates diversity and an environment where everyone feels able to contribute towards achieving together.

We support our colleagues to be at their best through our wellbeing programme #ThisIsMe, our corporate learning programme, opportunities for professional development, our innovative approaches to making the world and our homes a greener place and our leading reward and recognition package. Because of this our people tell us Orbit is a great place to work for.

At Orbit, our people are enthusiastic and passionate about making a real diffe