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Complaints Handler - Customer Service Advisor

Location Coventry / Agile
Hours 36.25 hours
Salary £18,973 - £19,972
Contract Permanent
Division Customer Services
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Orbit is a fantastic business and one that’s really going places.

Orbit was formed in 1967 with the aim of providing good-quality housing for people who would otherwise not be able to afford to buy their own home.

Over 50 years later, we’re one of the leading housing providers in the UK.  Our services have diversified, our housing portfolio has expanded, and our reputation as an innovator within our sector has grown.  But one thing that has never changed.  Our belief in people and what they can achieve.

Your role at Orbit.

We are looking for an experienced complaints handler to work on our Resolutions team. We are looking for a robust, resilient individual with excellent communication skills.

The team work across the business to support and manage any complaints that come in. This may cover issues around rent, repairs and general tenancy.

We are looking for an articulate individual who can work at pace, and deal with a varied workload. You will interact with customers via phone, email and letter so excellent communication skills are required. You will have worked ideally in a contact centre previously and complaints handling experience from end to end is vital.

What will help you make a difference.

  • Complaints handling experience from end to end
  • High standards of literacy, numeracy and excellent communication skills
  • Experience of customer service, phone and administrative work
  • Problem solving skills - negotiation skills to resolve an issue
  • Flexible approach to working hours
  • Good attention to detail
  • Ability to work to deadlines and under pressure
  • Good organisational and time management skills
  • Multi-channel experience, including email, web-chat and social media

We know that an inclusive environment makes us more accessible and ensures we attract, engage, promote and retain great people. We welcome applications from all individuals regardless of age, gender/gender identity, sexual orientation, ethnicity/nationality, disability, or military service.

Why Orbit?

Rewarding your contribution.

For those who want or need more of a work life balance our view is that this role is suitable for WorkSmart. This means we would consider a more flexible working arrangement, where your hours and work location are managed according to business, customer and personal needs. Agile working arrangements will be discussed during the interview process.

Some of our core benefits include:

  • Group bonus potential up to 15% of salary
  • 27 days annual leave plus bank holidays and the “Orbit day”
  • Private medical insurance
  • Excellent contributory pension scheme
  • Life assurance
  • A great pick and mix of flexible benefits including the option to buy and sell holiday and much more

Our culture and purpose.

We know that great people are central to achieving our ambitions and as such we want everyone to have a voice and make a positive difference.  We are proud to be a Sunday Times 100 Best Companies to work for, this demonstrates we place people at the heart of everything we do. We continue to create a culture that celebrates diversity and an environment where everyone feels able to contribute towards achieving together.

We support our colleagues to be at their best through our wellbeing programme #ThisIsMe, our corporate learning programme, opportunities for professional development, our innovative approaches to making the world and our homes a greener place and our leading reward and recognition package. Because of this our people tell us Orbit is a great place to work for.

At Orbit, our people are enthusiastic and passionate about making a real difference to our customers and communities. We are one team where everyone is connected and encouraged to have the freedom to think differently.

Each year we build many new affordable homes and manage a total portfolio of around 45,000 properties.  Over 100,000 people live in an Orbit home and our innovative approach empowers every one of them to grow and thrive.  We are commercially driven. The more profit we make, the more we invest into the communities that we work for, improving services and playing a key role in driving UK housing growth.

Work for Orbit.  Believe in people.

We have so much more that we’d like to share with you so please submit your CV demonstrating the value you could bring to Orbit.

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.

Application deadline: 18 June 2021