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
Our customers deserve the best from us, which is why we’re making a transformational investment in reshaping how we work, ensuring every area of our organisation is focused on delivering exceptional experiences.
In 2024, we launched our
2030 Strategy , setting out an ambitious goal: to deliver one of the best customer experiences of any housing association in the country. To achieve this, we’ve introduced
Everyday Excellence , a customer-focused transformation and delivery programme that brings significant investment in technology, data infrastructure, and people capability. As Head of Customer Care, you will create a high-performing, customer-focused team designed to succeed. You’ll drive customer-centric resolutions and ensure that every customer receives the right level of care, including hand-holding those who need extra attention and guidance. This role is part of our customer directorate where you'll help us to lead the way in keeping our promise to more than 100,000 customers. What you'll achieve Everyday Excellence is about more than processes and systems—it’s an organisation-wide ethos and culture that celebrates our passion for purpose and commitment to change. You will lead the evolution of our multichannel contact centre, ensuring it delivers seamless support that adapts to customers’ changing needs and preferences. This role is pivotal in driving our contact strategy to enable a smooth digital channel shift while maintaining exceptional standards of service across all channels. This is an exciting opportunity to make a lasting impact, empowering colleagues, enhancing customer journeys, and championing a culture of excellence. Develop a customer-centric team culture focused on delivering resolutions and providing extra care for those that need it. Drive the delivery and input to the design of seamless customer journeys across all channels, ensuring inclusivity and accessibility. Act as a champion for customers, ensuring their voices shape our strategies and priorities. Lead the transformation of our multichannel contact centre, ensuring it supports the digital channel shift while maintaining outstanding service levels. Embed agility within the team, enabling them to adapt effortlessly to evolving customer needs and preferences. Oversee the day-to-day management of the contact centre, ensuring it operates efficiently and delivers consistent results. Establish and monitor performance metrics, using data and insights to drive continuous improvement. Work cross-functionally to ensure systems, processes, and technology support the delivery of customer-focused outcomes. Build, inspire, and lead a high-performing team capable of delivering exceptional results in a fast-paced, multichannel environment to create an award-winning team. Develop training and development programmes that upskill colleagues and foster a culture of ownership, collaboration, and innovation. What you'll bring Essential skills Proven track record in leading customer care or contact centre operations in a multichannel environment. Experience driving digital channel shifts and implementing customer contact strategies. Leadership skills, with the ability to develop high-performing teams and deliver transformational change. 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. How we hire We aim to make our hiring process simple and fair: Online application Interview(s) 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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2030 Strategy , setting out an ambitious goal: to deliver one of the best customer experiences of any housing association in the country. To achieve this, we’ve introduced
Everyday Excellence , a customer-focused transformation and delivery programme that brings significant investment in technology, data infrastructure, and people capability. As Head of Customer Care, you will create a high-performing, customer-focused team designed to succeed. You’ll drive customer-centric resolutions and ensure that every customer receives the right level of care, including hand-holding those who need extra attention and guidance. This role is part of our customer directorate where you'll help us to lead the way in keeping our promise to more than 100,000 customers. What you'll achieve Everyday Excellence is about more than processes and systems—it’s an organisation-wide ethos and culture that celebrates our passion for purpose and commitment to change. You will lead the evolution of our multichannel contact centre, ensuring it delivers seamless support that adapts to customers’ changing needs and preferences. This role is pivotal in driving our contact strategy to enable a smooth digital channel shift while maintaining exceptional standards of service across all channels. This is an exciting opportunity to make a lasting impact, empowering colleagues, enhancing customer journeys, and championing a culture of excellence. Develop a customer-centric team culture focused on delivering resolutions and providing extra care for those that need it. Drive the delivery and input to the design of seamless customer journeys across all channels, ensuring inclusivity and accessibility. Act as a champion for customers, ensuring their voices shape our strategies and priorities. Lead the transformation of our multichannel contact centre, ensuring it supports the digital channel shift while maintaining outstanding service levels. Embed agility within the team, enabling them to adapt effortlessly to evolving customer needs and preferences. Oversee the day-to-day management of the contact centre, ensuring it operates efficiently and delivers consistent results. Establish and monitor performance metrics, using data and insights to drive continuous improvement. Work cross-functionally to ensure systems, processes, and technology support the delivery of customer-focused outcomes. Build, inspire, and lead a high-performing team capable of delivering exceptional results in a fast-paced, multichannel environment to create an award-winning team. Develop training and development programmes that upskill colleagues and foster a culture of ownership, collaboration, and innovation. What you'll bring Essential skills Proven track record in leading customer care or contact centre operations in a multichannel environment. Experience driving digital channel shifts and implementing customer contact strategies. Leadership skills, with the ability to develop high-performing teams and deliver transformational change. 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. How we hire We aim to make our hiring process simple and fair: Online application Interview(s) 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.
#J-18808-Ljbffr
