Interim Head of Customer Resolutions

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

As Head of Customer Resolutions, you will lead with empathy and ambition to deliver outstanding resolutions that leave customers feeling supported, valued, and respected. You’ll inspire a culture of collaboration and growth, empowering teams to take ownership while making improvements that enhance the customer experience, to prevent complaints from recurring.

You will be responsible for building strong relationships with the Regulator of Social Housing and the Housing Ombudsman, ensuring our policies and practices reflect evolving expectations and regulations, keeping on top of best practice, both inside and outside of the sector.

This role is part of our Customer directorate where you'll help us to lead the way in keeping our promise to more than 100,000 customers.

This contract will end on 30 September 2026 as is being recruited to cover an internal secondment.

What you'll achieve

To lead and manage the customer complaints through to their resolution ensuring the optimum outcome for customers in in line with Everyday Excellence and in accordance with the regulator and HOS guidelines. This role is pivotal in championing a culture of trust, care, and continuous improvement, ensuring that customer satisfaction is at the heart of Orbit Housing’s operations. You will ensure that Orbit’s policies, practices, and strategies evolve to meet changing regulatory landscapes, while fostering strong relationships with stakeholders including the Housing Ombudsman and Regulator of Social Housing.

• Manage the flow of customer enquiries and guide the process of triaging them into service enquiries or complaints by allocating workload effectively across the respective teams.
• Deliver the customer journeys against the internal and HOS service level agreements including timescales, resolution types and to customer satisfaction targets/TSMs.
• Work to ensure the team remain motivated and consistent in delivering the optimum customer experience as defined by the Everyday Excellence standards.
• Act as the key liaison with the Housing Ombudsman, ensuring compliance with the Housing Ombudsman’s Complaint Handling Code and policy changes.
• Provide strategic leadership and direction to the complaints team to deliver a customer-centric approach to resolving complaints.
• Prepare reports on complaints and ombudsman cases for senior management and the board, highlighting trends, outcomes, and opportunities for improvement.
• Conduct self-assessments and audits to maintain compliance and demonstrate our commitment to excellence.
• Lead and motivate the department, fostering an inclusive environment that prioritises empathy and respect in every customer interaction.
• Embed a customer-first approach, ensuring every resolution reflects our commitment to trust, understanding, and care.
• Use data and insights along with quality assurance findings to identify trends and opportunities for improvement.
• Implement innovative tools and technologies that enhance efficiency and elevate the customer experience.

What you'll bring

Essential skills

• Demonstrated ability to develop and execute strategies that align with organisational goals and regulatory requirements, coupled with a passion for continuous improvement and innovation.
• A proven leader with experience managing teams through change in a regulated environment, capable of inspiring progress and accountability.
• Expertise in fostering cross-functional collaboration and embedding a customer-focused culture. A deep understanding of customer needs, with a proven track record of delivering high-quality, empathetic and effective complaint resolutions.
• In-depth understanding of the Housing Ombudsman’s Complaint Handling Code, housing regulations, and best practices.

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) 26 April 2026
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.