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, 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
In this newly created role of Customer Excellence Manager, you will lead a team of Customer Excellence leads who will champion the customer voice at all levels across the organisation, ensuring the customer outcome is at the heart of decision making and improvement initiatives. To thrive in this role, you'll have an embedded customer-centric approach, with proven experience of improving and enhancing customer journeys, working directly with customers to gain feedback, then translating the feedback into actionable requirements internally and working operationally to achieve excellence.
Working closely with operational teams, you will be accountable for owning our customer journeys, ensuring every touchpoint reflects our customer commitments making customers feel safe, informed, and valued. You will drive a culture of continuous improvement to enhance our customers satisfaction by putting customers at the heart of what we do.
This role is part of our Customer directorate where you'll help us to lead the way in keeping our promise to more than, customers.
What you'll achieve
1. Lead a team of Customer Excellence leads by completing all relevant people management duties such as recruitment, inductions, development, coaching and ’s.
2. Lead/influence the prioritisation of changes in operational teams, ensuring they are focused on the customer value.
3. Create and optimise workflows and interfaces that deliver consistent, branded customer interactions across digital, in-person, and phone channels.
4. You will build good relationships with stakeholders at all levels across the organisation, adapting your approach and ensuring their expectations are met and managed.
5. Support teams to embed changes and conduct impact assessments to realise benefits of improvement activity.
6. Facilitate and manage key change management processes and projects end to end.
What you'll bring
Essential skills
7. Chartered Institute of Housing - Level 3 or equivalent level 6 degree in higher education.
8. Experience in using continuous improvement tools or frameworks such as PDCA, Lean or Six Sigma.
9. Previous managing a team of customer experience or continuous improvement managers and management of projects end to end.
10. Industry specific knowledge and leadership skills is preferred to be able to manage regions and/or departments.
11. Excellent communicator who is confident to lead and support a range of stakeholders at senior levels.
12. Proven experience working cross-functionally to deliver improvements from concept to implementation.
13. Ability to travel between Orbit offices and community-based venues
Desirable skills
14. Proven track record in working with social housing customers (or similar) to achieve changes in services
15. Experience managing projects or activities to deliver within timescale, demonstrating impact and benefit realisation
16. The ability to interpret information and present it in a variety of different ways relevant to stakeholder needs.
17. The ability to think and plan strategically.
18. Qualification or accreditation of lean or six sigma methodologies
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:
19. Online application
20. Interview(s)
21. 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.