Customer Engagement Manager

Location Coventry, CV3 2SU
Hours 36.25 hours
Salary £37,200 - £40,950
Contract Permanent
Division Customer Services

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.

At Orbit, there’s a realisation that every interaction we have with a customer is a chance to engage and understand what matters to them.  We’re always looking to help build and support Orbit’s communities.  We deliver new initiatives and service improvements based on the physical and digital engagements that we have with our customers, helping us to deliver our vision, to build thriving communities.

The Customer Engagement Manager will inspire and motivate the customer engagement team in leading a programme of strategic customer engagement activities that provides opportunity for our customers to feedback on their experience, scrutinise performance, influence decisions and shape recommendations for improvement.  The role will see you coordinate and manage stakeholder relationships to develop and support a local engagement offer which empowers customers to influence decisions relating to their home, scheme and community.  You will develop effective working relationships internally, across the sector and with external partners to champion customer engagement, its value and impact at every opportunity.

The Customer Engagement Manager will ensure that customers needs, and priorities are accounted for in Orbit’s engagement activities, supporting the development of innovative approaches to engagement that account for the diverse needs of our customers.  You will ensure effective support and training for our customers so that they can influence and shape Orbit’s services, policies, and strategies.

You will maintain awareness of innovation, best practice and regulatory requirements affecting the delivery of Orbit’s customer engagement offer.  In steering and influencing positive action and outcomes from our interactions the Customer Engagement Manager will prepare and deliver concise reports, business cases, presentations, documents and briefings to a wide variety of audiences.

What will help you make a difference.

You will have experience that demonstrates passion for customer engagement, with creative and innovative thinking in designing and developing customer engagement activities within an organisation or service that is truly customer-led.

Experience of working collaboratively with different customer demographics, taking the customer voice in decision making with negotiation and influencing skills that prompt stakeholders, partners and collaborators to drive service improvements.

Your career will provide expertise in leading and managing teams to deliver effective outputs and support personal and professional development.

We know that an inclusive environment makes us more accessible and ensures we attract, engage, promote and retain great people. We welcome applications from all individuals regardless of background, age, gender/gender identity, sexual orientation, ethnicity/nationality, religious belief, faith or disability.  As part of our Armed Forces Covenant commitment, we welcome ex-services professionals to consider career opportunities at Orbit.

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.

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.

Application deadline: 1 August 2021

Interviews to be held: w/c 9 August 2021