customer relations Stratford-upon-Avon, England
Job description
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
The main purpose of this role is to work with the Service Providers and Client Representatives to fully resolve Customer issues through local resolution before these escalate into formal complaints.
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
- Lead a culture enhanced Customer care and satisfaction across the Property Improvements activities and programme of planned investment
- Prepare and present Real Time Feedback data for Property Improvements and monitor the performance of Service Providers and the team members against the corporate strategic objectives including trends, complaint volumes, scores, and exceptions
- Analyse task based data and highlight trends to formulate action plans to improve the service to Customers, and build on new initiatives to ensure Orbit Housing Association is at the forefront of Customer care. Troubleshoot enquiries to resolve and stop similar issues arising in the future by analysing the root cause and proposing actions/changes
- To work with delivery Service Providers and Client Representatives to ensure effective resolution of Customer enquiries on all tasks. Attend and present KPI performance reports for partnership Core Group meetings
- Liaise with Complaints Assurance Team to support the investigation and coordination of stage 1 complaints including, where necessary, the preparation of correspondence and/or site visits to the residents. In conjunction with the Head of Property Improvements prepare the pack for responses to all stage 2 complaints
What you'll bring
Essential skills
- Proven experience of writing letters and communications to an exceptional standard
- Experience of working with resident and community groups
- Experience of working in social housing
- Good knowledge of relevant legislation
- Excellent communication skills (written and oral); able to communicate effectively with technical and non-technical audiences
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.
