Customer Care Service Excellence Manager

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.

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

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.

You will be based in our Head Office in Binley, Coventry. The role is office-based and requires a flexible approach to working hours

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.

• 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.

• Understanding of the regulatory and policy landscape affecting housing and customer rights.
• Experience with in housing / supporting vulnerable customer groups.

Choosing us means being rewarded in every sense.

Here's what you can expect to enjoy with us.

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.

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…