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Customer Engagement Lead

3 months ago

Coventry, Coventry, United Kingdom Orbit Group Full time
Orbit is a fantastic business and one that's really going places.


Orbit was formed in 1967 with the aim of providing good-quality housing for people who would otherwise not be able to afford to buy their own home.

Over 50 years later, we're one of the leading housing providers in the UK.

Our services have diversified, our housing portfolio has expanded, and our reputation as an innovator within our sector has grown.

But one thing that has never changed. Our belief in people and what they can achieve.

Your role at Orbit.
Orbit are looking for an excellent communicator to join our Customer Experience team as a Community Engagement Lead.

In this role you will ensure our customers are provided with opportunities to feedback on their experiences, scrutinise our performance, influence decisions and shape recommendations for improvement on the services they receive.


Your key responsibilities will be to:

  • Design, deliver and develop innovative activities within our strategic offer to provide customers with an opportunity to influence our business plans
  • Target underrepresented groups using innovative methods to enable us to capture a cross section of views
  • Analyse data from individual engagement tools to ensure every opportunity to engage with customers is maximised.
  • Support local engagement teams by providing training, guidance and attending local events to raise awareness of our strategic activities
  • Ensure compliance against regulatory standards and be aware of key changes in the wider housing sector
  • Support the ongoing development of our digital engagement platform
  • Pushing content to our digital engagement platform, executing and managing campaigns to build registrations, enhance visibility and increase engagement rates
  • Creating and manage supporting, documentation, program schedules and project checklists
  • Develop effective communications to promote awareness of Customer Engagement activities and outcomes internally
  • Design campaigns, promotional material and advertisements across multichannels
  • Build good relationships with stakeholders and engaged customers
  • Produce presentations, case studies and reports
  • Establish positive relationships with other social landlords and external agencies
  • Identify opportunities for collaboration and support business improvement teams to define the voice of the customer

What will help you make a difference.


Due to the nature of this role it is essential that you are an excellent communicator with strong interpersonal skills across all levels as you will be liaising with service users and internal stakeholders.


It is also essential that you have:

  • Knowledge of government legislation and the regulatory framework for customer involvement
  • Previous experience working with internal stakeholders and service users
  • Experience in facilitation
  • Excellent written and interpersonal skills
  • Experience using digital engagement platforms
  • Willing and able to attend or deliver evening and weekend activities on occasion
  • Ability to travel between Orbit offices and community based venues

Why Orbit?

Rewarding your contribution.


For those who want or need more of a work life balance
our view is that this role is suitable for WorkSmart.

This means we would consider a more flexible working arrangement, where your hours and work location are managed according to business, customer and personal needs.

Agile working arrangements will be discussed during the interview process.

Some of our core benefits include:

  • Group bonus potential up to 15% of salary
  • 27 days annual leave plus bank holidays and the "Orbit day"
  • Private medical insurance
  • Excellent contributory pension scheme
  • Life assurance
  • A great pick and mix of flexible benefits including the option to buy and sell holiday and much more

Our culture and purpose.


We know that great people are central to achieving our ambitions and as such we want everyone to have a voice and make a positive difference.

We are proud to be a Sunday Times 100 Best Companies to work for, this demonstrates we place people at the heart of everything we do.

We continue to create a culture that celebrates diversity and an environment where everyone feels able to contribute towards achieving together.


We support our colleagues to be at their best through our wellbeing programme #ThisIsMe, our corporate learning programme, opportunities for professional development, our innovative approaches to making the world and our homes a greener place and our leading reward and recognition package.

Because of this our people tell us Orbit is a great place to work for.

Work for Orbit. Believe in people.


We have so much more that we'd like to share with you so please submit your CV demonstrating the value you could bring to Orbit.

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