Customer Resolutions Team Leader

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.

Customer Resolutions | Coventry / Hybrid | 36.25 hours | £34,250 | Fixed term to 31 December 2027

Working pattern: Hybrid, with a requirement to work from our Coventry office at least two days per week, and more frequently where business or team needs require.

Role closes on 21st October, Stage 1 interviews will be held 28th October.

We are looking for a Customer Resolution Team Leader to provide visible, hands‑on leadership within our Customer Resolutions service. You will help us deliver fair, timely and high‑quality outcomes for customers while we continue to strengthen and professionalise our approach to complaint and dispute resolution.

You will lead day‑to‑day workflow and performance, keep a close grip on caseloads and regulatory timescales, coach colleagues and support consistent application of the Housing Ombudsman Complaint Handling Code. You will also help us build a more flexible, multi‑skilled service, with colleagues developing capability across a broader range of customer resolution activity.

• Leading daily allocation, prioritisation and caseload oversight, responding quickly to changing demand and risk.
• Leading the effective allocation and oversight of casework, ensuring caseloads, risk, quality, customer commitments and regulatory timescales are actively managed.
• Coaching and supporting colleagues to deliver strong investigations, clear decisions and empathetic customer communication.
• Maintaining oversight of timeliness, quality, commitments and high‑risk cases, intervening early where needed.
• Supporting consistent compliance with the Housing Ombudsman Complaint Handling Code and internal standards.
• Using performance and quality information to identify risks, learning and development needs.
• Working closely with operational teams to remove barriers and help secure sustainable resolutions for customers.
• Contributing to the development of a professional, resilient and multi‑skilled Customer Resolutions service.

This is a leadership role. You will need to bring proven people leadership experience and be able to demonstrate that you can manage performance, coach colleagues and maintain high standards in a compliance‑led environment.

Customer Resolutions is on a journey to become a sector‑leading centre of professional excellence – combining strong regulatory compliance with the pace, ownership and customer focus people should expect from the very best service organisations. This role will be central to helping us get there.

• Proven experience of leading and managing an operational team, including performance management, coaching and colleague development.
• Experience of working within a compliance‑led environment, ideally within a regulated organisation.
• Experience of managing complex customer issues, complaints, disputes, investigations or other regulated casework.
• Demonstrable experience of managing operational performance, workloads and competing priorities against clear standards and timescales.
• Strong judgement and decision‑making skills, with experience of identifying and managing quality, compliance and operational risk.
• Excellent written and verbal communication skills, with the confidence to challenge constructively and work effectively with stakeholders.
• Experience of using…