Customer Care Administrator

The role

The Customer Care Administrator provides essential administrative and communication support to the Customer Care Team, ensuring customers in new build homes receive a responsive, professional and empathetic service throughout the defects and warranty period.

This role is part of Orbit Homes where you'll help us to build 5,700 new affordable homes by 2030 in a sustainable way.

The role is responsible for the accurate logging, coordination and tracking of post-handover defects, arranging contractor appointments, maintaining customer and defect records, and supporting effective communication between customers, contractors, site teams and internal departments. The post holder plays a key role in managing customer expectations and ensuring issues are progressed and resolved within agreed timescales.

• Act as a first point of contact for customers reporting defects via telephone, email and internal systems response to customer enquiries in a timely, professional and empathetic manner
• Escalate complex or unresolved issues to Customer Care Coordinators or the Head of Customer Care as appropriate
• Monitor and maintain defects through the developer liability and warranty periods, ensuring information is up to date and responsibilities are clearly recorded
• Liaise with contractors and suppliers to arrange inspections and remedial works
• Coordinate customer appointments and access arrangements, working closely with site teams where required
• Monitor contractor attendance, progress and completion updates, ensuring systems are kept current

• High level of computer literacy including speed and accuracy of typing
• Excellent literacy and numeracy skills
• Ability to interpret data and produce summary reports
• Excellent team working and communication skills
• Competent IT skills especially in Excel and Teams
• Excellent interpersonal skills and ability to develop constructive, positive relationships

• Use of CRM system/use of D365
• Experience in a New Build/Developer environment

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.

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.