Customer Care Advisor

Orbit Group; Coventry; On-site; GBP 25,000 - 30,000; Full time

Job summary

A customer-focused service organization in Coventry is seeking a Customer Care Advisor to assist customers through various channels including phone, email, and web chat. This role requires excellent communication skills, a flexible approach to shift work, and a commitment to providing exceptional service. The ideal candidate will have a proven track record in customer service and the ability to work effectively in a team environment. Competitive benefits and opportunities for professional development are provided.

Benefits

Flexible working opportunities

Professional development programmes

Inclusive experience and benefits

Qualifications

• Proven experience in delivery of excellent customer service.
• Ability to develop housing knowledge and improve customer service skills.
• Demonstrate effective communication via phone, email, and web chat.
• Flexibility to work shifts between 8am and 8pm, including Saturdays.
• Proficient IT skills and experience with various IT systems.
• Active listening and empathic problem-solving abilities.

Responsibilities

• Own the customer journey and resolve issues effectively.
• Proactively communicate with customers and colleagues.
• Collaborate with teams to ensure positive customer experiences.
• Maintain accuracy in updating customer records.

Skills

Customer service delivery

Interpersonal skills

Flexibility for shift work

Active listening skills

IT skills

Job description

The role

As a Customer Care Advisor, your role is all about helping customers—whether it's over the phone, through other contact channels such as email and web chat. You'll be there to listen, understand, and support customers, making sure they feel valued and cared for in every interaction. You'll work closely with colleagues and partners to find solutions, resolve issues with care and accuracy, and always keep our commitment to respect, care, and growth at the heart of what you do.

The next group induction starts on 27 th October 2025

Customer Care is accessible to our customers from 8am to 8pm Monday to Friday and between 8am to 1pm on Saturdays. Full time Customer Care Advisors work shift patterns within these times. Colleagues work to fair and robust shift pattern rotas which are communicated in advance.

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

What you\'ll achieve

No two customer calls will be the same. You will adapt your approach to support each customer individually. You will need to work with compassion and empathy to find an effective solution for each customer. Following your successful onboarding and extensive training, you\'ll be equipped with the skills and knowledge to provide sound advice and deliver great outcomes for our customers.

• Own the Customer journey - you will want to take responsibility for resolving issues, ensuring smooth resolution.
• Communicate Proactively - keep customers and colleagues updated in a timely manner.
• Collaborate for Success - work with teams across Orbit and externally to ensure a positive experience.
• Champion Accurate Data - be meticulous and accurate in updating customer records.

What you\'ll bring

Essential skills

• Proven experience in delivery of excellent customer service.
• Ability and desire to learn to develop housing knowledge and improve on customer service skills
• Demonstrate interpersonal skills and the ability to communicate effectively via phone, email and web chat.
• Flexibility to work shifts between 8am and 8pm and occasional Saturday mornings.
• Proficient IT skills, use of MS Packages and experience of navigating range of IT systems.
• Active listening skills, ability to solve problems with empathy.

Desirable skills

• Demonstrable experience with vulnerable customer groups.

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.