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For Companies At a Glance
- Tasks: Lead a team to enhance customer experiences and drive continuous improvement initiatives.
- Company: Join Orbit, a leading UK housing group dedicated to affordable living and community development.
- Benefits: Enjoy flexible working, professional development opportunities, and a supportive, inclusive culture.
- Why this job: Make a real impact on over 100,000 customers while growing your career in a values-driven environment.
- Qualifications: Chartered Institute of Housing Level 3 or equivalent, plus experience in customer experience management.
- Other info: This role involves travel between offices and community venues.
The predicted salary is between 36000 - 60000 £ per year.
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 Continuous Improvement Manager role
In this newly created role of Continuous Improvement Manager (known internally as 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 100,000 customers.
What you\’ll achieve as Continuous Improvement Manager
- Lead a team of Customer Excellence leads by completing all relevant people management duties such as recruitment, inductions, development, coaching and 121 s.
- Lead/influence the prioritisation of changes in operational teams, ensuring they are focused on the customer value.
- Create and optimise workflows and interfaces that deliver consistent, branded customer interactions across digital, in-person, and phone channels.
- You will build good relationships with stakeholders at all levels across the organisation, adapting your approach and ensuring their expectations are met and managed.
- Support teams to embed changes and conduct impact assessments to realise benefits of improvement activity.
- Facilitate and manage key change management processes and projects end to end.
What you\’ll bring to the Continuous Improvement Manager role
Essential skills
- Chartered Institute of Housing – Level 3 or equivalent level 6 degree in higher education.
- Experience in using continuous improvement tools or frameworks such as PDCA, Lean or Six Sigma.
- Previous managing a team of customer experience or continuous improvement managers and management of projects end to end.
- Industry specific knowledge and leadership skills is preferred to be able to manage regions and/or departments.
- Excellent communicator who is confident to lead and support a range of stakeholders at senior levels.
- Proven experience working cross-functionally to deliver improvements from concept to implementation.
- Ability to travel between Orbit offices and community-based venues
Desirable skills
- Proven track record in working with social housing customers (or similar) to achieve changes in services
- Experience managing projects or activities to deliver within timescale, demonstrating impact and benefit realisation
- The ability to interpret information and present it in a variety of different ways relevant to stakeholder needs.
- The ability to think and plan strategically.
- 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:
- 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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Continuous Improvement Manager employer: Orbit Group
Contact Detail:
Orbit Group Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Continuous Improvement Manager
✨Tip Number 1
Familiarise yourself with continuous improvement methodologies like Lean or Six Sigma. Being able to discuss these frameworks confidently during your interactions will show that you have the necessary expertise and can lead initiatives effectively.
✨Tip Number 2
Network with professionals in the housing sector, especially those who focus on customer experience. Engaging with industry peers can provide insights into best practices and may even lead to referrals within Orbit.
✨Tip Number 3
Prepare to demonstrate your ability to manage change effectively. Think of specific examples where you've successfully implemented improvements based on customer feedback, as this aligns perfectly with the role's requirements.
✨Tip Number 4
Showcase your communication skills by being clear and concise in all your interactions. Whether it's during networking or interviews, being able to articulate your ideas and experiences will help you stand out as a strong candidate.
We think you need these skills to ace Continuous Improvement Manager
Some tips for your application 🫡
Understand the Role: Before applying, make sure you fully understand the responsibilities and requirements of the Continuous Improvement Manager position. Tailor your application to highlight how your skills and experiences align with the job description.
Highlight Relevant Experience: In your CV and cover letter, emphasise your experience with continuous improvement tools like PDCA, Lean, or Six Sigma. Provide specific examples of how you've successfully managed teams and projects that improved customer experiences.
Showcase Communication Skills: Since the role requires excellent communication skills, include examples in your application that demonstrate your ability to lead discussions with stakeholders at various levels. Highlight any experience you have in managing cross-functional teams.
Personalise Your Cover Letter: Craft a compelling cover letter that not only outlines your qualifications but also reflects your passion for improving customer journeys. Mention why you believe in Orbit's mission and how you can contribute to their goals.
How to prepare for a job interview at Orbit Group
✨Understand the Customer-Centric Approach
Make sure you can articulate what a customer-centric approach means to you. Be prepared to discuss how you've previously improved customer journeys and how you would apply that experience in this role.
✨Familiarise Yourself with Continuous Improvement Tools
Brush up on continuous improvement methodologies like PDCA, Lean, or Six Sigma. Be ready to provide examples of how you've used these tools in past roles to drive improvements.
✨Showcase Your Leadership Skills
As a Continuous Improvement Manager, you'll be leading a team. Prepare to discuss your management style, how you motivate teams, and any relevant experiences where you've successfully led change initiatives.
✨Prepare for Stakeholder Engagement Scenarios
Think about how you would build relationships with stakeholders at various levels. Be ready to share examples of how you've managed expectations and communicated effectively in previous roles.
