Impactful Housing Complaints Coordinator (Hybrid)

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

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.