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Customer Call Centre

2 months ago

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 , 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

FTC available until March

We are looking for a dedicated and experienced Senior Leader to oversee and drive performance within our contact centre team. Reporting into our Director, this is initially an interim opportunity for you to drive change and improve customer experience. We are looking for someone who is results oriented, has a strong supportive approach to driving colleague development. With strong ethical standards and a commitment to social sector values you will lead and motivate a key front-line team to deliver exceptional service.

This role is part of Customer & Communities where you'll help us to lead the way keeping our promise to more than , customers.

What you'll achieve

Dynamic and experienced Senior Leader required to join our Customer Contact Centre team. Working in our front-line Support Centre, this role is to support and drive high performance within our business and for our customers. You will work to engage colleagues, lead on what great performance looks like, and contribute to strategic plans. You will mentor and develop current senior leadership team within the department to enhance their capabilities.

Drive high performance – lead by example and manage KPI effectively. Engage and Inspire colleagues – provide feedback, coach and support, celebrate success. Define and deliver excellence- set clear expectations on what ‘Great’ looks like Strategic planning – process improvement to enhance operational delivery Mentorship - Provide subject matter expertise and guidance to the current senior lead in the department.

What you'll bring

Essential skills

Proven Leadership Experience: Significant experience in a senior leadership role within a customer contact centre, preferably in the social sector. Performance Management: Strong track record of driving performance improvements and achieving KPI targets. Customer Focus: Deep understanding of customer service principles and the ability to translate these into actionable strategies. Team Engagement: Excellent interpersonal and communication skills, with the ability to inspire and engage a diverse team. Operational Excellence: Demonstrated ability to deliver operational efficiency and effectiveness. Strategic Thinking: Experience in strategic planning and implementing future state initiatives. Mentorship: Proven ability to mentor and develop leadership talent within an organisation.

Desirable skills

Professional certifications in customer service, contact centre management, or related areas are advantageous.

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.

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:

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.