At a Glance
- Tasks: Lead a team to understand and influence customer needs for better housing solutions.
- Company: Join one of the UK's largest housing groups dedicated to affordable living.
- Benefits: Flexible working, professional development, and wellbeing programmes for you and your loved ones.
- Other info: Dynamic role with opportunities for growth and a focus on social impact.
- Why this job: Make a real impact on communities and help shape the future of housing.
- Qualifications: Experience in customer research, policy governance, and strong leadership skills.
The predicted salary is between 40000 - 50000 £ per year.
Customer Involvement & Influence Manager
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
As our Customer Involvement & Influence Manager, you’ll lead our customer influence team who will develop a deep understanding of our customers’ and their expectations in the future.
By designing and delivering an innovative programme of engagement and long‑term modelling, you will enable us to proactively respond to future opportunities or challenges, embedding a customer first mindset that influences our future strategy and decision making.
This is an agile working role and will be based out of our Coventry office 2-4 times per month and then subject to business need.
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
- Lead, develop and inspire high performing Customer Influence team that care deeply about people and progress.
- Contribute to the delivery of a research roadmap exploring emerging needs and future behaviours to predict what’s next for our customers.
- Champion and use inclusive, accessible channels that give all customers the power to influence services and decisions.
- Support delivery against government and consumer standards to ensure we achieve a C1 rating.
- Collaborate closely with teams across the organisation to ensure the customer voice is present across our transformation journey.
- What you’ll bring
Essential skills
- Strong experience in policy and governance, with extensive experience presenting reports to leadership, committees and boards.
- Ability to travel to meet the requirements of the role.
- Experience in customer research, insight and/or customer engagement.
- Strong grounding in qualitative/quantitative research methods and strategic foresight. Such as UX testing, and horizon scanning tools.
- Ability to influence and turn insight into positive change.
- Experience in service design, customer co‑production, and inclusive customer engagement or customer participation leadership.
- Understanding of housing sector legislation and regulatory standards.
- Previous experience in developing or maintaining customer research programmes and segmentation, using this to drive personalisation in service design.
- Skilled in digital‑first engagement tools and inclusive consultation tools.
- Understanding of co‑production, customer involvement, community development, and social impact.
Why Orbit?
Choosing us means being rewarded in every sense.
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.
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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Customer Involvement & Influence Manager in Coventry employer: Orbit Group
At Orbit, we pride ourselves on being a leading housing group dedicated to building thriving communities and providing affordable homes. Our work culture is rooted in collaboration and a strong commitment to customer focus, ensuring that our employees feel valued and empowered to make a difference. With ample opportunities for professional growth and a supportive environment, joining us as a Contracts & Standards Manager means contributing to meaningful change while enjoying the benefits of working for an organisation that truly believes in people.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Involvement & Influence Manager in Coventry
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Orbit Group. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Orbit Group before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Customer Involvement & Influence Manager in Coventry
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Orbit Group:Your cover letter is your chance to shine! Tell us why you want to work at Orbit Group specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Orbit Group!
How to prepare for a job interview at Orbit Group
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
