Customer Resolutions Team Leader (Housing Ombudsman)

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

Closing 12 noon Friday 7thNovember.

The team work a hybrid manner, and this role would be 1 - 2 days per week in Garden Court.

Are you passionate about driving service improvement and leading with purpose? We’re looking for a dynamic and motivated Team Leader to guide a team within the Customer Resolutions department. You would have direct responsibility for workload allocation, caseload monitoring and ensuring full compliance with Housing Ombudsman orders and regulatory responsibilities

With strong leadership skills and a collaborative approach, you’ll build effective relationships across teams and stakeholders to drive positive outcomes and continuous improvement.

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 pivotal role, you’ll lead early interventions, mediation, and investigations to support service recovery, while overseeing determinations from the Housing Ombudsman to ensure clear communication, compliance, and continuous service improvement through insightful analysis.

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.
• Ability to manage, motivate and support team members effectively.
• Previous experience in managing or leading teams
• 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.
• Strong interpersonal skills, being a great communicator (both written & verbal) and being able to demonstrate empathy for customers for are upset or frustrated.Experience of delivering effective working relationships with a varied customer and partner group
• Ability to travel to meet the requirements of the role / A flexible approach to working hours

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:

1. Online application
2. Interview(s)
3. 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.