We’re building thriving communities as one of the UK’s largest housing groups and a leading developer of affordable housing. More than 100,000 people live in our homes - and we believe everyone deserves a safe, good-quality home in a place they’re proud to live. The Housing Ombudsman Coordinator Role Due to growth, we’re looking for a Housing Ombudsman Coordinator to join our Customer Resolution team team on a permanent basis. This is a key role ensuring Orbit meets its regulatory responsibilities around complaint handling. You’ll be at the heart of how we respond to the Housing Ombudsman, manage determinations, and drive real service improvements for our residents. You'll also work closely with our Customer Resolutions team, supporting them to deliver joined-up, high-quality responses to complaints and contributing to a more connected, consistent customer experience. What You’ll Do as Housing Ombudsman Coordinator Coordinate early interventions and support the Customer Care team to resolve complaints before escalation. Deliver high-quality responses to Housing Ombudsman investigations, evidence requests and orders. Engage with colleagues across Orbit to gather evidence and ensure full, timely submissions. Identify any gaps in evidence or risk, assign responsibility and monitor progress. Support the Customer Resolutions team with complaint responses to ensure a joined-up approach across all stages. Monitor compliance with Ombudsman orders and keep clear records of progress and outcomes. Build a strong understanding of complaint-related regulations, helping to identify and mitigate risks early. Become confident in Orbit’s policies and procedures to help ensure any issues are resolved within complaint timelines. What You’ll Bring to the Housing Ombudsman Coordinator role Essential: 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, organisation and time management. Strong written communication and problem-solving skills. Desirable: Experience influencing others to take a customer-first approach. Confident in reviewing policies and preparing written responses or reports. Awareness of safeguarding and vulnerability considerations in housing. Why Orbit? A rewarding experience that works for you We offer flexible working, wellbeing support, and benefits designed to help you and your loved ones thrive. A place to progress We support learning at every stage, with training, professional qualifications, and tailored leadership development. A purpose to feel proud of We’re values-driven, commercially focused, and committed to making a difference. The more we achieve, the more we can do for our communities. 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. Some roles may be subject to a DBS check