Triage Officer

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

We are looking for experienced, capable individuals to join our Tenancy Management team. Working within Triage, you will deal with a range of customer issues, for example low level ASB, financial difficulties, managing budgets etc. You will support customers by giving advice and signposting toward services and support they may need. Strong communication skills and an empathetic approach will be key. 

You will work within a wider tenancy management team and be able to communicate with the team in person and in the field to support customer need. Part of the role will involve building good working relationships across the business, so strong verbal and written skills will be key.

You will have a passion and interest in support customers to improve their lifestyle and maintain their tenancies.  

Please note this is an office-based role at our Customer Hub, Binley, Coventry. The team work predominantly be within 8  - 6, but flexibility to cover 8am to 8pm Monday to Friday and occasional 8am to 1pm on a Saturday will be required

This role is part of Customer & Communities where you'll help us to lead the way keeping our promise to more than 100,000 customers.

What you'll achieve

  • Engage with customers to promote independence through development of money management and budgeting skills
  • Work with teams across the business including Lettings, Income, Tenancy Officers and Sustainment Coaches
  • Provide a short term, support and advisory service to customers, covering money, debt and welfare advice
  • Maintain accurate and concise records, ensuring all policies are followed with a key emphasis on safeguarding
  • Signpost and engage with customer to ensure they have access to the support and services they need. 

What you'll bring

Essential skills

  • Excellent numeracy, literacy and communication skills, written and verbal, with previous business letter writing experience. Strong IT skills
  • Good understanding of financial/debt management and an understanding of financial inclusion issues.
  • Experience of working in the field of mental health, financial inclusion, welfare benefits advice or support work, assessing the needs of vulnerable people and promoting independence.
  • Good organisational skills and ability to manage own time and workload.
  • Good knowledge of welfare benefits regulations, energy advice and regulatory requirements and the protection of vulnerable adults and children

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.