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Customer Engagement Lead

3 months ago

Coventry, Coventry, United Kingdom Orbit Group Full time
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
Orbit are looking for an excellent communicator to join our Customer Experience team as a Customer 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.


What you'll achieve

  • Design, deliver and develop innovative activities such as focus groups, webinars and surveys within our strategic offer to provide customers with an opportunity to influence our business plans based on their thoughts and feedback.
  • Target underrepresented groups using innovative methods to enable us to capture a cross section of views and 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, and ensure compliance against regulatory standards and be aware of key changes in the wider housing sector.
  • Design campaigns, promotional material and advertisements across multichannels and develop effective communications to promote awareness of Customer Engagement activities and outcomes internally.
  • Creating content for our closed Facebook group, executing and managing campaigns to build registrations, enhance visibility and increase engagement rate.
  • Creating and managing supporting documentation, program schedules and project checklists.

What you'll bring

Essential skills

  • Knowledge of government legislation and the regulatory framework for customer involvement, experience in facilitation also.
  • Previous experience working with internal stakeholders and service users
  • Excellent written and interpersonal skills
  • Experience engaging with customers digitally
  • Willing and able to attend or deliver evening and weekend activities on occasion and the ability to travel between Orbit offices and community based venues.

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 well being 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:

  • Interview(s)
  • Decision and offer