Housing Ombudsman Coordinator

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

We are looking for a Housing Ombudsman Coordinator to join our Engagement and Improvement team on a permanent basis. This role plays an essential part in facilitating the recovery of our services by coordinating early interventions, mediation, investigation requests.

In addition to this, you will also manage determinations received by the Housing Ombudsman, ensuring appropriate communication and compliance with orders or recommendations.

Interviews will be held on the 6th and 7th June in our Garden Court offices in Coventry

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

In this role of Housing Ombudsman Coordinator you will coordinate the early intervention when customer dissatisfaction is identified to ensure early resolution through the Customer Care teams. You will also be responsible:

Support with case management reviews with the Customer Care and service delivery teams.

Deliver a high-quality response to Housing Ombudsman early and full investigations, additional evidence requests and order compliance.

Engage with partners and relevant teams to pull together evidence against existing and additional evidence requests.

Identify any gaps in evidence, assign responsibility and ensure timely compliance in line with deadlines ordered by the Housing Ombudsman.

Develop a strong understanding of regulatory obligations associated to complaint handling within the social housing sector to be able to identify, flag, and mitigate risk in an appropriate manner.

Develop a sound understanding of key Orbit policies and procedures to ensure that any risk associated with the management of complaints can be identified and rectified during the complaints process.

What you'll bring

Essential skills

Strong understanding of and ability to interpret regulatory obligations underpinning the sector.

Comprehensive knowledge and understanding of the Housing Ombudsman Complaint Handling code.

Experiencing in dispute resolution, mediation or dealing with complex complaints.

Great organisational, planning and time management skills to manage caseload, documentation, and meeting deadlines.

Strong problem-solving skills are essential for analysing determinations, complex complaints and finding appropriate resolutions.

Desirable skills

Experience of influencing others towards a customer-centric approach to working.

Business writing and reporting skills

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