Technical Case Handler

Orbit Group; Coventry; On-site; GBP 26,000 - 32,000; Full time

Job summary

Orbit Group is seeking an experienced DMC case manager to provide a robust, customer-focused service under Awaab's Law. You will be the single point of contact for cases, working with surveyors to resolve property compliance issues and ensure smooth customer journeys.

Join a Property team delivering 46,000 homes, focusing on timely resolutions, maintaining guidance, and supporting complaints and housing ombudsman processes where needed.

Qualifications

• Strong written and verbal communication.
• Exceptional customer service with empathy and understanding.
• Accurate and precise record keeping.
• Very good team player with collaborative mindset.
• IT and Microsoft Word proficiency.

Responsibilities

• Case manage DMC cases and maintain regular customer contact.
• Coordinate with the technical team to resolve issues and escalate when needed.
• Act as single point of contact for customers and guide them through the process.
• Support in case management of HHSRS, Disrepair and related housing cases.

Skills

Communication

Customer service

Record keeping

Team player

IT literacy

Job description

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

The main purpose of this role is to provide an efficient, robust customer focused service in the delivery of DMC in line with Awaab's Law. To effectively case manage the end-to-end job delivery highlighting any delays or issues and proactively contacting the customer and escalating where appropriate to the Technical team leader.

To be the single point of contact with the customer for a case and work in partnership with the surveyor to seek resolution for the customer and property compliance.

This role is part of Property where you'll help us to lead the way investing and maintaining 46,000 homes.

What you'll achieve

• Be part of the technical team and operate in an efficient manner to deliver high quality resolutions for customers
• Support the Technical Senior to ensure all relevant work instructions, guidance notes and procedures are maintained and being followed where necessary
• Case manage DMC cases, keep regular contact with the customers and manage the customer journey
• Assist in case managing HHSRS cases, keep regular contact with the customers and manage the customer journey. Work in partnership with the surveyor to meet resolution
• Support the Complaints and Housing Ombudsman team with the resolution of cases. Support the customer journey and seek resolution with contractors
• Case manage Disrepair cases, communicate with the legal representative and support settlement

What you'll bring

Essential skills

• Strong written and verbal communication
• Exceptional customer service with a degree of empathy and understanding
• Accurate and precise record keeping
• Very good team player
• I.T. and Microsoft word astute
• Resilient and an eye for detail.

Desirable skills

• Knowledge and experience of working in Social Housing
• Experience of case managing cases
• Knowledge of housing and tenancy legislation.

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.