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Customer Relations 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.

12-month contract available


Reporting into this role will be team leaders, co-ordinators, and quality assurance staff, so line management skills will be key.

You will lead on coaching and mentoring across the department, ensuring compliance and best practice.


You will use data to drive performance, analysis key information to plan effectively and be able to work under regulatory and compliance guidelines.


What will help you make a difference.

  • Experience of dealing with high level complaints.
  • Great organisational, planning and time management skills.
  • Effective KPI analysis techniques, with the ability to strategically plan and implement change to improve performance.
  • Experience of managing a large high preforming teams and the daytoday management and personal development and ability to drive and embed a strong team ethic, continuous improvements with a high quality of customer service standard and delivery
  • Experience and knowledge of translating insight into improvements and a proven ability to deliver successful process improvement initiatives
  • Working knowledge, understanding and ability to interpret Regulatory Requirements underpinning the sector
  • Good standard of education and excellent IT skills, (using a variety of Microsoft Applications, portals/platforms) numeracy and literacy skills including business writing and reporting skills
  • Willing and able to participate in out of hours emergency roster

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.

At Orbit, our people are enthusiastic and passionate about making a real difference to our customers and communities. We are one team where everyone is connected and encouraged to have the freedom to think differently.

Each year we build many new affordable homes and manage a total portfolio of around 45,000 properties.

Over 100,000 people live in an Orbit home and our innovative approach empowers every one of them to grow and thrive.

We are commercially driven.

The more profit we make, the more we invest into the communities that we work for, improving services and playing a key role in driving UK housing growth.


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.