Housing Ombudsman Coordinator

Orbit Group; Coventry; Hybrid; GBP 32,000 - 46,000; Full time

Benefits offered by this job

Flexible working

Wellbeing support

Learning & development

Job summary

Orbit Group in Coventry is seeking a Housing Ombudsman Coordinator to support the Customer Resolutions team. The role is hybrid, requiring two days per week in the Coventry office, and involves handling complaint responses within regulatory guidelines.

You will coordinate evidence for Housing Ombudsman investigations, ensure timely submissions, and work with colleagues to turn insights into improvements for residents.

Qualifications

• Strong understanding of regulatory obligations in the housing sector.
• Knowledge of the Housing Ombudsman Complaint Handling Code.
• Experience in complaints, mediation or dispute resolution.
• Excellent planning, organisational and time-management skills.
• Strong written communication and problem-solving skills.

Responsibilities

• Coordinate early interventions and resolve complaints before they escalate.
• Deliver clear responses to Housing Ombudsman investigations and orders.
• Gather evidence across Orbit to ensure complete submissions.
• Identify evidence gaps and risks, assign action and track progress.
• Work across teams handling Stage 1/2 complaints and related inquiries.
• Monitor compliance with Ombudsman orders and maintain records.

Skills

Regulatory knowledge

Housing Ombudsman Code

Complaints handling

Mediation

Planning & time management

Written communication

Problem solving

Job description

We’re building thriving communities as one of the UK’s largest housing groups and a leading developer of affordable housing. More than 100,000 people live in our homes - and we believe everyone deserves a safe, good-quality home in a place they’re proud to live.

The Role

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.

Would you like to use your complaint-handling skills to make a meaningful difference for residents? Join our Customer Resolutions team as a Housing Ombudsman Coordinator on a permanent basis, where you’ll help ensure residents’ concerns are heard and work towards fair, effective outcomes.

In this role, you’ll bring your attention to detail and commitment to customer care to work that matters. You’ll coordinate responses to the Housing Ombudsman and manage determinations, helping Orbit meet its regulatory responsibilities while turning learning from complaints into meaningful improvements for residents.

You’ll work closely with colleagues across the Customer Resolutions team and wider business, bringing people and information together to deliver clear, high-quality complaint responses. Your contribution will help create a more joined-up and consistent experience for our customers.

The way you work matters just as much as what you do. You’ll bring Orbit’s values to life through integrity, fairness and high standards of customer care, sharing learning and contributing to a professional culture of continuous improvement. Our structured capability framework provides a clear basis for the activities you take on, reflecting your training, demonstrated competence and business needs.

What You’ll Do

• Coordinate early interventions and work with the Customer Care team to resolve complaints before they escalates.
• Deliver clear, high-quality responses to Housing Ombudsman investigations, evidence requests and orders.
• Bring colleagues across Orbit together to gather evidence and ensure complete, timely submissions.
• Identify evidence gaps and risks, assign responsibility for action and track progress.
• Work flexibly across Customer Resolutions teams as business needs change, taking on activities in line with your training and demonstrated competence. These may include Stage 1 and Stage 2 complaints, executive, MP and councillor enquiries, aftercare and commitment coordination, Housing Ombudsman casework and related administration.
• Monitor compliance with Ombudsman orders and keep clear records of progress and outcomes.
• Develop a strong understanding of complaint-handling regulations to identify and help mitigate risks early.
• Build your knowledge of Orbit’s policies and procedures to help resolve issues within complaint-handling timescales.

What You’ll Bring

• Essential:
  • Strong understanding of regulatory obligations in the housing sector.
  • Knowledge of the Housing Ombudsman Complaint Handling Code.
  • Experience in complaints, mediation or dispute resolution.
  • Excellent planning, organisational and time-management skills.
  • Strong written communication and problem-solving skills.
• Desirable:
  • Experience influencing others to take a customer-first approach.
  • Confidence in reviewing policies and preparing written responses or reports.
  • Awareness of safeguarding and vulnerability considerations in housing.

Why Orbit?

A rewarding experience that works for you

We offer flexible working, wellbeing support, and benefits designed to help you and your loved ones thrive.

A place to progress

We support learning at every stage, with training, professional qualifications, and tailored leadership development.

A purpose to feel proud of

We’re values-driven, commercially focused, and committed to making a difference. The more we achieve, the more we can do for our communities.

How We Hire

• Online application
• Interview(s)
• Decision and offer

We put the safeguarding of our customers, colleagues and contractors at the heart of everything we do. Some roles may be subject to a DBS check