Customer Resolutions Team Leader — Hybrid

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

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