Job Description

We are currently looking to recruit a Customer Services Graduate who will be based at our offices in Coventry. This role will provide a firm foundation for a successful career in company including all fundamental processes, systems and ways of working within the Customer Services function. You will have a series of placements in other departments in order to understand how the business operates as a whole, as well as internal and external training to include both technical competencies and leadership/management development. The rotations we have planned have been designed to provide you with the full customer journey experience we offer here.

In the first year of this unique Programme, the Graduate will undertake placements in the following areas will illustrate the journey of our customers:

• Your first placement will be in our Customer Service Centre (CSC). This is the central point of the business where we receive all incoming calls from our customers which is made up of different teams, i.e. Complaints and Resolutions. During this placement, you will also be inducted into Orbit.
• Followed by Lettings. The Lettings team are responsible for all functions associated with allocating and letting our homes, including mutual exchanges. This includes customer’s ending their tenancies, working with colleagues in Property Management and Property Services to manage empty homes and working with our colleagues in the Tenancy Sustainment team, local authorities and other external partners to allocate and let homes to new customers. Their job is to ensure we let the right homes, to the right customers ensuring a sustainable tenancy and minimizing rent loss.
• Followed by Income. Income have the responsibility for collecting our rental income, which is in excess of c£190m pa which is essential to enable us to continue to deliver on our vision of leading in building thriving communities. These activities include ensuring we comply with the legal requirements connected to rents; Collection of Sundry debts, consistently applying banking regulations around Direct Debit and remaining wholly compliant with the Consumer Credit Act; undertaking audits of the data integrity of our tenancies; and keeping up to date with, and responding to, welfare reform and sector changes.
• The final placement in your first year of the programme will be in Tenancy Sustainment. This team focus on early intervention and prevention to enable our customers to have a ‘better day, every day’. The team works using a coaching ethos and is made up of tenancy/employment coaches and work closely with the tenancy underwriter function within lettings to ensure we are housing the correct customers within our properties.

In the second year of the programme, you will have two rotations in Tenancy Services and Customer Experience.

• The Tenancy Services This team is split into two different areas so you will spend time in our Community Safety & Anti Fraud (CSAF) where you will understand and learn Orbit’s role in tackling and addressing Anti-social behavior, Domestic abuse, Hate incidents, Multi agency public protection arrangement (MAP), Safeguarding and Tenancy Fraud.

You will then spend time in our Tenancy Review Team where you will understand and learn Orbit’s role in tackling and addressing Breach of tenancy, Assignments successions and name changes, Deceased customers, Evictions and tort notices, New customer settling in visits, Non access, Tenancy audits and Fixed term tenancy and mortgage rescue reviews.

• The Customer Experience Team. This team strive to enhance the customer experience with Orbit. This is done by interrogating current processes throughout the organization and investigating new innovative ideas to evolve them. They are responsible for a few different things which include channel development, complaints, temporary and short term moves, data analysis, innovation and change. They also act as the Voice of the customer and use key themes and trends to discover opportunities for the business to improve their service whilst also flagging risks we need to address.

At the end of the 2 year programme, the post holder will transfer into a permanent role within one of the above areas dependent on business needs.

What we offer

The scheme is a two-year placement starting in September 2021. We will be proactively working with you throughout the two-year programme to secure your permanent role with Orbit for the end of the two year programme. We invest a lot in your development through the two years and endeavor to offer every Graduate who meets the required standards a permanent role, subject to business need.

Required Knowledge, Skills, and Abilities