Orbit Group
Customer Care Service Excellence Manager
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We believe that everyone is entitled to a good quality home that they can afford, in a place that they are proud to live. But we can’t achieve this without passionate and committed colleagues who share our vision and who want to learn and grow, and make a difference.
If this is you, come and join us.
Making it your home, together.
The role
Are you ready to help shape the future of customer experience for our customers? If you are, then join us as our Customer Care Service Excellence Manager and play a key role in how we care for our customers. This is your chance to lead a team of managers, working together to transform the way we deliver service across all channels.
In this pivotal role, reporting to the Head of Customer Care, you’ll lead and inspire your team of managers to deliver exceptional customer interactions and through our customer-facing colleagues, providing a service that truly makes a difference. You will ensure that every touchpoint will reflect Orbit’s values, ensuring customers feel heard, supported, and valued. You’ll lead by example—championing innovation, continuous improvement, and data-driven decisions that enhance the experience for the people and communities we serve.
Customer Care is accessible to our customers from 8am to 8pm Monday to Friday and between 8am to 1pm on Saturdays. The team work shift patterns within these times. Colleagues work to fair and robust shift pattern rotas which are communicated in advance.
This role is part of our Customer Directorate where you'll help us to lead the way keeping our promise to more than 100,000 customers.
Where you’ll be working
You will be based in our Head Office in Binley, Coventry. The role is office-based and requires a flexible approach to working hours.
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What you'll achieve
You’ll lead a team of Service Excellence Team Leads, acting as a role model to drive consistent performance and foster a culture of continuous improvement. Working closely with cross-functional stakeholders and customer forums, you’ll inspire collaboration and identify and lead initiatives that elevate the customer experience. If you’re passionate about driving performance, shaping strategy, and making a real impact, this is the role for you.
You will embody the following behaviours / values:
- Respectful Challenger - driving performance and transformation through constructive challenge.
- Caring Contributor - championing culture, wellbeing, and development.
- Ambitious Improver - pushing boundaries to deliver quality & excellence for our customers.
What you'll bring
Essential skills
- Extensive senior leadership experience in a high-volume, omni-channel customer service environment with evidence of adding value
- Previously identified, planned and overseen operational change in a customer-focused function
- Strong track record of positively impacting colleague and customer experience with demonstrable outcomes
- Demonstrates effective performance management and leadership at senior level
- Financial acumen including budget ownership, forecasting, and business case development.
- Advanced knowledge of workforce planning, digital contact approach, and performance reporting.
- Excellent communication, stakeholder engagement, and influencing skills across all levels.
- Passionate about people, progress, and inclusive service delivery.
Desirable skills
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- Understanding of the regulatory and policy landscape affecting housing and customer rights.
- Experience within housing / supporting vulnerable customer groups.
Why Orbit?
Choosing us means being rewarded in every sense.
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:
- Online application
- Interview(s) which may include a presentation exercise
- 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.
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