Customer Resolutions Team Leader at Orbit Group, 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 Resolution Team Leader | 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 9am Friday 20th November, Stage 1 interviews will be held across 23rd and 25th November.

We are looking for a Customer Resolution Team Leader who can lead, motivate and develop colleagues to deliver fair, timely and high-quality outcomes for customers. Providing visible, hands-on leadership within our Customer Resolutions service, you will set clear expectations, build confidence and take ownership of team performance as we strengthen and professionalise our approach to complaint and dispute resolution.

Your focus will be on achieving results through your team: giving colleagues clear direction, coaching them to make sound decisions and holding them accountable for quality, customer commitments and regulatory timescales. Alongside leading day-to-day workflow and caseload management, you will embed consistent application of the Housing Ombudsman Complaint Handling Code and lead colleagues through the development of a more flexible, multiskilled service.

What you'll achieve

• Providing visible, approachable leadership, setting clear priorities and expectations so colleagues understand their responsibilities and how their work contributes to customer outcomes.
• Taking ownership of team delivery through effective allocation, prioritisation and oversight of casework, balancing capacity and responding quickly to changing demand and risk.
• Coaching and developing colleagues through regular feedback and clear development goals, building their confidence to deliver strong investigations, clear decisions and empathetic customer communication.
• Managing team performance against quality standards, customer commitments and regulatory timescales, recognising good work, addressing performance gaps promptly and intervening early in high-risk cases.
• Leading by example on compliance, embedding the Housing Ombudsman Complaint Handling Code and internal standards in everyday practice and ensuring colleagues understand and apply them consistently.
• Using performance and quality information to lead focused team discussions, identify risks and development needs, and turn learning into practical improvements.
• Building effective relationships with operational teams, constructively challenging barriers and securing the collaboration needed for colleagues to deliver sustainable resolutions for customers.
• Leading colleagues through change, explaining the purpose behind improvements and developing the broader skills, shared ownership and resilience needed for a professional, multiskilled Customer Resolutions service.

What you'll bring

This is a people leadership role. You will bring proven experience of leading an operational team, not just managing your own caseload or coordinating work. You will be able to demonstrate how you set direction, motivate and develop colleagues, manage performance and maintain high standards in a compliance-led environment. You will combine supportive coaching with the confidence to have constructive, challenging conversations and hold colleagues accountable for delivery.

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. Your leadership will be central to that journey: translating service ambitions into clear team priorities, developing colleagues’ capability and creating a culture where people take ownership, learn and consistently deliver for customers.

Essential skills

• Proven experience of leading and managing an operational team, with clear examples of setting expectations, managing performance, coaching colleagues and supporting their development.
• Experience of working within a compliance-led environment, ideally within a regulated organisation, and helping colleagues understand and meet the standards expected of them.
• Experience of managing complex customer issues, complaints, disputes, investigations or other regulated casework, with the ability to guide colleagues through challenging cases and support sound decisions.
• Demonstrable experience of achieving results through a team, translating service priorities into clear objectives, managing workloads and holding colleagues accountable for standards and timescales.
• Strong judgement and decision-making skills, with the confidence to provide direction, identify and manage quality, compliance and operational risk, and intervene or escalate when needed.
• Excellent written and verbal communication skills, with the ability to motivate colleagues, give constructive feedback, explain change and influence stakeholders to resolve issues collaboratively.
• Experience of using performance information and case or workflow data to lead performance conversations, identify coaching needs and drive measurable team and service improvements.

Desirable skills

• 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:

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.