Customer Resolutions Team Leader

Orbit Group; Coventry; Hybrid; GBP 29,000 - 39,000; Full time

Job summary

Orbit Group is recruiting a Customer Resolutions Team Leader in Coventry. Hybrid role requiring two days per week in the Coventry office, 36.25 hours per week, and a fixed term through 31 December 2027.

You will lead day-to-day workflows, oversee caseloads and ensure timely, high-quality outcomes in a regulated environment. You will coach colleagues, manage performance, ensure compliance with the Housing Ombudsman Code, and develop a multi-skilled resolution service across customer-facing

Qualifications

• Proven experience of leading an operational team, with performance management and coaching.
• Experience in a compliance-led environment, ideally regulated housing or customer service.
• Experience handling complex customer issues, disputes or investigations.
• Able to manage workloads, priorities and meet regulatory timescales.
• Strong judgement, risk and quality control capabilities.
• Excellent written and verbal communication with stakeholders.

Responsibilities

• Lead daily allocation, prioritisation and caseload oversight.
• Oversee casework allocation balancing risk, quality and timescales.
• Coach colleagues to deliver thorough investigations and clear decisions.
• Monitor timeliness, quality and high-risk cases; intervene early when needed.
• Ensure compliance with Housing Ombudsman Code and internal standards.
• Use performance data to identify risks and development needs.
• Collaborate with operations to remove barriers and enable sustainable resolutions.
• Contribute to a professional, multiskilled Customer Resolutions team.

Skills

People leadership

Performance management

Coaching

Compliance awareness

Stakeholder management

Investigations

Customer resolution

Decision making

Communication

Risk awareness

Job description

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Customer Resolutions Team Leader

Reference: OCT20262733

Expiry date: 22:58, Wed, 21st Oct 2026

Location: Coventry

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

Customer Resolutions | Coventry / Hybrid | 36.25 hours | £34,250 | Fixed term to 31 December 2027

Working pattern: Hybrid, with a requirement to work from our Coventry office at least two days per week, and more frequently where business or team needs require.

Role closes on 21st October, Stage 1 interviews will be held 28th October.

We are looking for a Customer Resolution Team Leader to provide visible, hands‑on leadership within our Customer Resolutions service. You will help us deliver fair, timely and high‑quality outcomes for customers while we continue to strengthen and professionalise our approach to complaint and dispute resolution.

You will lead day‑to‑day workflow and performance, keep a close grip on caseloads and regulatory timescales, coach colleagues and support consistent application of the Housing Ombudsman Complaint Handling Code. You will also help us build a more flexible, multiskilled service, with colleagues developing capability across a broader range of customer resolution activity.

What you'll achieve

• Leading daily allocation, prioritisation and caseload oversight, responding quickly to changing demand and risk.
• Leading the effective allocation and oversight of casework, ensuring caseloads, risk, quality, customer commitments and regulatory timescales are actively managed.
• Coaching and supporting colleagues to deliver strong investigations, clear decisions and empathetic customer communication.
• Maintaining oversight of timeliness, quality, commitments and high‑risk cases, intervening early where needed.
• Supporting consistent compliance with the Housing Ombudsman Complaint Handling Code and internal standards.
• Using performance and quality information to identify risks, learning and development needs.
• Working closely with operational teams to remove barriers and help secure sustainable resolutions for customers.
• Contributing to the development of a professional, resilient and multiskilled Customer Resolutions service.

What you'll bring

This is a leadership role. You will need to bring proven people leadership experience and be able to demonstrate that you can manage performance, coach colleagues and maintain high standards in a compliance‑led environment.

Why this role matters

Customer Resolutions is on a journey to become a sector‑leading centre of professional excellence - combining strong regulatory compliance with the pace, ownership and customer focus people should expect from the very best service organisations. This role will be central to helping us get there.

Essential skills

• Proven experience of leading and managing an operational team, including performance management, coaching and colleague development.
• Experience of working within a compliance‑led environment, ideally within a regulated organisation.
• Experience of managing complex customer issues, complaints, disputes, investigations or other regulated casework.
• Demonstrable experience of managing operational performance, workloads and competing priorities against clear standards and timescales.
• Strong judgement and decision‑making skills, with experience of identifying and managing quality, compliance and operational risk.
• Excellent written and verbal communication skills, with the confidence to challenge constructively and work effectively with stakeholders.
• Experience of using performance information and case or workflow data to maintain operational grip and drive improvement.
• Experience of social housing, complaints/customer resolution or another regulated customer‑facing environment.
• Knowledge of the Housing Ombudsman Complaint Handling Code, or demonstrable experience of applying comparable regulatory standards in another sector, would be advantageous.

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.