Job Description

Customer Service Graduate

Orbit is one of the UK’s foremost housing groups creating thriving communities within a growing portfolio of over 44,500 affordable and social rent homes largely throughout the Midlands, East and South of England. We manage a portfolio of high quality, sustainable homes to over 100,000 customers in differing stages of life, from first timers to enhanced supported living. For over 50 years we’ve been a force for positive changes, particularly during the country’s continuing housing and residential challenges.

If you want an Early Careers programme that takes your future very seriously, helping you do everything from attending a Board meeting to getting some impressive qualifications then look no further … Welcome to Orbit.

The role

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 Orbit including all fundamental processes, systems and ways of working within the Customer Services function. The rotations we have planned have been designed to provide you with the full customer journey experience we offer here at Orbit.

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

* Followed by Lettings. The Lettings team are responsible for all functions associated with allocating and letting our homes, including mutual exchanges.

* 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.

* 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 Team. 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 behaviour, 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 organisation and investigating new innovative ideas to evolve them.

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.

We enable people from every background to achieve their career ambitions, giving them the support, benefits, training and environment they need to thrive at work. You will receive a robust company-wide induction on top of a local induction with your peers. We see our Graduates driving innovation and change and using their ideas to help shape our future.

You will have access to coaching, mentoring, a buddy, the opportunity to study for a qualification which is linked to your role and attendance at external events (e.g. conferences). Not only that but we will enrol you on our in-house management development programme; you will have regular reviews and 121s with your line manager alongside a unique Personal Development Plan.

We offer an excellent flexible benefits package including private medical insurance, discounted dental insurance, gym membership discount, generous holiday entitlement (starting at 27 days plus bank holidays) and pension scheme. Salary will be £26,000 per annum rising to £27,000 in Year 2.

Can I apply

We ask that you have achieved or expect to achieve a minimum 2:2 degree in a related subject for example Business Studies or Customer Services. We need you to share our values and demonstrate that you can use your initiative. We are looking for people that are naturally curious about improving the way things work and happy to work with others to do so.

To apply please submit your CV and a Supporting Statement which must evidence why you are interested in the role and why we should consider your application.

Closing date for receipt of applications: ­­­­­­­­ 7th March 2021