Complaints & Customer Care Specialist Officer - Stage 1

Posted a week ago by Orbit Group

The Customer Hub, Coventry
£28,365/annum group incentive bonus to 15%, 27 days holiday plus bank holidays, private medical, contributory pension, life assurance

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

6 month contract(s) available

We are looking for additional support in our Stage 1 Complaints team. In this role you will manage customer complaints in line with regulations and operational service delivery through a multi-channel approach.

You will ensure Orbit provide customers with fair and reasonable outcomes to complex stage one, specialist & DMC complaints, maintain competence to maximise operational service delivery and compliance with sector regulations and legislation within the Stage one formal complaints process

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 take ownership of situations raised through complex stage one, specialist & DMC complaints. Work directly with customers, stakeholders & wider Orbit business colleagues, and where early investigations are received from the Housing Ombudsman to ensure fair and reasonable outcomes to customer complaints.

Your key responsibilities will be to:

  • Handle high profile complex stage one, specialist & DMC complaints effectively and use initiative to identify to the difference between simple and complex complaints to maintain the volume of complaints overall. 
  • Prevent unnecessary complaint escalations and Housing Ombudsman Determinations by delivering the right outcomes for our customers.
  • To ensure the Housing Ombudsman Code is being always adhered to and perform against a robust performance & quality assurance framework, to deliver, assess and own key KPI’s, quality and performance.
  • Develop and sustain effective relationships with key internal and external stakeholders, so activities meet regulatory requirements, demonstrating clear understanding of the Ombudsman Regulations.
  • Manage customer through multiple channels including social media, Trust Piot, Telephone, emails, and letter. complex stage one, specialist & DMC complaints Manage a high-volume rolling case load.
  • Ensure continued contact/communication is made with all customers and updates are provided within adequate time.

What you'll bring

Essential skills

  • Experiencing of dealing with high volume of complex complaint cases, including DMC and prior experience of working within a regulated complaints environment.
  • Experience of working with vulnerable and complex needs customers
  • Working knowledge, understanding and ability to interpret Regulatory Requirements underpinning the sector
  • Strong people skills, being a great communicator (both written & verbal) with the ability to influence and inspire colleagues and partners
  • Able to demonstrate a clear understanding of how to tailor content appropriately considering the channel and required outcomes

Desirable skills

  • Multi-channel experience including email, web chat and social media.
  • A proven ability to put yourself into our customers’ shoes and represent their views, wants, and needs whilst balancing internal business needs/drivers/priorities

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:

  1. Online application
  2. Interview(s)
  3. Decision and offer

We put the safeguarding of our customers, colleagues and contractors at the heart of everything we do and as such, certain roles will be subject to a DBS check.

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