Customer Resolutions Coordinator

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.

Working as a Coordinator in the Complaints and Customer Care Team you will be part of a high performing, results driven team where you will deliver outcomes to the highest level of performance, and standard of service.

You will need to have excellent attention to detail, ability to review customer letters and email and input accurately onto the system. You will support the officers and managers and be able to speak and triage customers, so good communication will be vital.

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.

In this role you will be responsible for general office administration and supporting the team with routine tasks, including compensation payments, regulatory extension letters, acknowledgement letters and the centralised mailboxes.

Your key responsibilities will be to:

• Support the complaints process to ensure compliance with policy and regulatory requirements.
• Triage, and manage all incoming complaints through various channels, ensuring accurate logging and categorisation
• To request information from internal service areas to assist with the investigation of complaints
• Highlight any operational risks identified during the complaints handling process

To be successful in this role of coordinator you will need:

• Excellent attention to detail
• Good numeracy and communication skills
• Good IT skills, including Microsoft Word, Excel and Outlook and the ability to interpret basic data reports
• Demonstrate exceptional organisation and time management, adhering to strict timescales
• Previous experience of office administration

Choosing us means being rewarded in every sense.

Here’s what you can expect to enjoy with us.

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.

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.

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.

We aim to make our hiring process simple and fair:

• Online application
• Interview(s)
• 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.