Customer Care Administrator - Fixed Term Contract

Orbit Group; West Malling; On-site; GBP 21,000 - 26,000; Full time

Job summary

Orbit Group is seeking a Customer Care Administrator to provide essential admin support to the Customer Care Team, ensuring smooth post-handover defect handling and warranty period service for new build homes.

You will log, coordinate and track defects, arrange contractor appointments and maintain accurate customer records, working with site teams and contractors to resolve issues within agreed timescales and deliver empathetic, professional service.

Qualifications

• High level of computer literacy with fast and accurate typing.
• Excellent literacy and numeracy skills.
• Ability to interpret data and produce summaries.
• Excellent teamwork and communication.

Responsibilities

• Act as first point of contact for customers reporting defects via telephone, email and internal systems.
• Escalate complex issues to Customer Care Coordinators or Head of Customer Care.
• Monitor defects through liability and warranty periods, keeping information up to date.
• Coordinate contractor inspections, appointments and access with site teams.
• Monitor contractor progress and ensure timely updates.

Skills

Typing speed and accuracy

Literacy and numeracy

Data interpretation

Communication skills

Excel and Microsoft Teams

Tools

CRM (D365)

MS Excel

MS Teams

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 Customer Care Administrator provides essential administrative and communication support to the Customer Care Team, ensuring customers in new build homes receive a responsive, professional and empathetic service throughout the defects and warranty period.

This role is part of Orbit Homes where you'll help us to build 5,700 new affordable homes by 2030 in a sustainable way.

This is a 12 Month Fixed Term Contract Opportunity

What you'll achieve

The role is responsible for the accurate logging, coordination and tracking of post-handover defects, arranging contractor appointments, maintaining customer and defect records, and supporting effective communication between customers, contractors, site teams and internal departments. The post holder plays a key role in managing customer expectations and ensuring issues are progressed and resolved within agreed timescales.

• Act as a first point of contact for customers reporting defects via telephone, email and internal systems respond to customer enquiries in a timely, professional and empathetic manner
• Escalate complex or unresolved issues to Customer Care Coordinators or the Head of Customer Care as appropriate
• Monitor and maintain defects through the developer liability and warranty periods, ensuring information is up to date and responsibilities are clearly recorded
• Liaise with contractors and suppliers to arrange inspections and remedial works
• Coordinate customer appointments and access arrangements, working closely with site teams where required
• Monitor contractor attendance, progress and completion updates, ensuring systems are kept current

What you'll bring

Essential skills

• High level of computer literacy including speed and accuracy of typing
• Excellent literacy and numeracy skills
• Ability to interpret data and produce summary reports
• Excellent team working and communication skills
• Competent IT skills especially in Excel and Teams
• Excellent interpersonal skills and ability to develop constructive, positive relationships

Desirable skills

• Use of CRM system/use of D365
• Experience in a New Build/Developer environment

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.