Complaints & Customer Care Officer - Stage 2

Position: Complaints & Customer Care Officer - Stage 2
Location: Binley Woods

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

FTC available till September 2026

Contract role available on the Complaints Team. Working proactively, you will review stage 1 complaints, and take ownership of more complex complaints at stage 2. You will manage customer complaints in line with regulations and operational service delivery via a multi-channel approach. The team work in a hybrid manner, so this will be a mix of office and home work (approx 2 days per week in office)

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

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

Your key responsibilities will be to:

Taking ownership of situations raised through complex stage two, 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.
Work within regulations and department service delivery plans ensuring your own continued high performance of service.
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.
Handle high profile complex stage two, specialist & DMC complaints effectively and use initiative to identify to the difference between simple and complex complaints to maintain the volume of complaints overall.
Manage your own workload to ensure effective complaint resolution, with clearly documented actions and outcomes. Support the wider complaints team as needed.

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
Great organisational, planning and time management skills.

Experience of delivering effective working relationships with a varied customer and partner group
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

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:

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