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For Companies At a Glance
- Tasks: Lead a high-performing customer care team and drive exceptional service experiences.
- Company: Join Orbit, a leading UK housing group dedicated to affordable living and community thriving.
- Benefits: Enjoy flexible working, professional development, and wellbeing programs that support you and your loved ones.
- Why this job: Make a lasting impact on customer journeys while championing a culture of excellence and inclusivity.
- Qualifications: Proven experience in customer care leadership and driving digital transformation in multichannel environments.
- Other info: Be part of a values-driven organization focused on progress and making a difference.
The predicted salary is between 43200 - 72000 £ 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 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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Head of Customer Care Contact Centre employer: Orbit Group
Contact Detail:
Orbit Group Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Head of Customer Care Contact Centre
✨Tip Number 1
Familiarize yourself with Orbit's 2030 Strategy and Everyday Excellence program. Understanding these initiatives will help you align your vision for customer care with the company's goals, showcasing your commitment to their mission during discussions.
✨Tip Number 2
Highlight your experience in leading multichannel contact centers. Be prepared to discuss specific examples of how you've successfully driven digital channel shifts and improved customer experiences in previous roles.
✨Tip Number 3
Demonstrate your leadership skills by sharing stories of how you've built and inspired high-performing teams. Focus on your ability to foster a culture of collaboration and innovation, which is crucial for this role.
✨Tip Number 4
Research the latest trends in customer care and technology. Being knowledgeable about current best practices will not only impress the hiring team but also show that you're proactive about staying ahead in the industry.
We think you need these skills to ace Head of Customer Care Contact Centre
Some tips for your application 🫡
Understand the Role: Take the time to thoroughly read the job description for the Head of Customer Care Contact Centre position. Understand the key responsibilities and required skills, and think about how your experience aligns with these.
Tailor Your CV: Customize your CV to highlight relevant experience in customer care and contact centre operations. Emphasize your leadership skills and any experience you have with digital channel shifts and customer contact strategies.
Craft a Compelling Cover Letter: Write a cover letter that showcases your passion for customer service and your vision for leading a high-performing team. Mention specific examples from your past experiences that demonstrate your ability to drive transformational change.
Highlight Your Achievements: In both your CV and cover letter, include quantifiable achievements that illustrate your success in previous roles. Use metrics to show how you improved customer satisfaction or operational efficiency in a multichannel environment.
How to prepare for a job interview at Orbit Group
✨Show Your Customer-Centric Mindset
Make sure to highlight your experience in leading customer care teams and how you've successfully implemented customer-focused strategies. Share specific examples of how you've improved customer experiences in previous roles.
✨Demonstrate Leadership Skills
Prepare to discuss your leadership style and how you develop high-performing teams. Be ready to provide examples of transformational changes you've led and the impact they had on team performance and customer satisfaction.
✨Emphasize Digital Channel Experience
Since the role involves driving digital channel shifts, be prepared to talk about your experience with multichannel environments. Discuss any successful strategies you've implemented for enhancing digital customer interactions.
✨Align with Orbit's Values
Research Orbit's mission and values, and think about how your personal values align with theirs. During the interview, express your passion for making a difference in people's lives and how you can contribute to their goal of delivering exceptional customer care.
