Customer Care Service Excellence Team Lead

Overview

Lead a team of Customer Care Advisors to deliver exceptional service and support.

Key Responsibilities

• team leadership
• customer care
• experience delivery
• customer support
• client engagement

Tasks

This role is part of our Customer Directorate where you'll help us to lead the way keeping our promise to more than 100,000 customers. Step into a leadership role where you’ll inspire and guide a team of Customer Care Advisors to deliver exceptional experiences. Your mission? Ensure every customer feels informed, supported, respected, and truly valued.

Requirements

• data analysis
• coaching
• it literacy
• leadership
• communication
• resilience

What You Bring

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. Customer Care is accessible to our customers from 8am to 8pm Monday to Friday and between 8am to 1pm on Saturdays. The team work shift patterns within these times. Colleagues work to fair and robust shift pattern rotas which are communicated in advance. -Proven ability to analyse data and customer insight to drive improvements. -Strong coaching and mentoring skills, with the ability to inspire and bring out the best in people. -Good IT literacy and ability to use customer service systems effectively. -Experience leading customer service teams in a fast-paced contact centre environment. -Experience within housing / supporting vulnerable customer groups. -Strong communication and influencing skills, able to handle complex conversations with empathy. -Confidence in managing performance, delivering feedback, and driving accountability. -Flexible and resilient, able to adapt to change and maintain focus under pressure.

People Also Searched For

Benefits

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. 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. This role offers more than responsibility-it provides a clear professional development framework, including training and growth opportunities that can increase your base salary as you progress. If you’re passionate about service excellence and empowering teams, this is your chance to make a real difference We believe that everyone is entitled to a good quality home that they can afford, in a place that they are proud to live. But we can’t achieve this without passionate and committed colleagues who share our vision and who want to learn and grow, and make a difference.

About Orbit Group

-Orbit was established to provide affordable housing solutions across the UK. -The company has a strong legacy in property management and construction, focusing on creating sustainable homes. -Orbit’s portfolio includes thousands of homes, with a clear focus on customer satisfaction and community wellbeing. -Orbit delivers a wide range of housing projects, from new builds to the renovation of existing properties. -Orbit has a strong presence in the housing sector, offering a variety of property management services to its clients. -It also has a deep commitment to innovation in construction practices, leveraging modern techniques to ensure quality. -Notably, Orbit works closely with local communities to provide tailored housing solutions and support long-term development. -Orbit continues to grow and evolve, positioning itself as a key player in the UK housing sector.

Sector Specialisms

Interview Process

-online application -interview(s) -decision and offer

Security Clearance

-certain roles will be subject to a dbs check