Continuous Improvement Manager - Customer

Orbit Group; Coventry; Remote; GBP 40,000 - 60,000; Full time

Job summary

Orbit Group is seeking a Continuous Improvement Manager dedicated to enhancing customer experiences in social housing. You will lead a team to implement effective strategies, drive continuous improvement, and manage customer journeys while collaborating with various operational teams. This position offers opportunities for professional growth and flexible remote work arrangements.

Benefits

Flexible working opportunities

Professional development programmes

Inclusive workplace benefits

Qualifications

• Experience improving customer journeys and managing teams.
• Proven track record with continuous improvement methodologies.
• Industry knowledge in social housing or related sectors.

Responsibilities

• Lead team to champion customer voice in decision-making.
• Drive continuous improvement culture to enhance satisfaction.
• Manage customer journeys ensuring all touchpoints are valued.

Skills

Customer-centric approach

Communication

Project management

Education

Chartered Institute of Housing - Level 3 or equivalent

Tools

PDCA

Lean

Six Sigma

Job description

Continuous Improvement Manager - Customer

Join to apply for the Continuous Improvement Manager - Customer role at Orbit Group

Continuous Improvement Manager - Customer

Join to apply for the Continuous Improvement Manager - Customer role at Orbit Group

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This range is provided by Orbit Group. Your actual pay will be based on your skills and experience — talk with your recruiter to learn more.

Base pay range

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

In this newly created role of Continuous Improvement Manager (known internally as Customer Excellence Manager), you will lead a team of Customer Excellence leads who will champion the customer voice at all levels across the organisation, ensuring the customer outcome is at the heart of decision making and improvement initiatives.

To thrive in this role, you'll have an embedded customer-centric approach, with proven experience of improving and enhancing customer journeys, working directly with customers to gain feedback, then translating the feedback into actionable requirements internally and working operationally to achieve excellence.

Working closely with operational teams, you will be accountable for owning our customer journeys, ensuring every touchpoint reflects our customer commitments making customers feel safe, informed, and valued. You will drive a culture of continuous improvement to enhance our customers satisfaction by putting customers at the heart of what we do.

This role is part of our Customer directorate where you'll help us to lead the way in keeping our promise to more than 100,000 customers. This role can be fulfilled from any of our Orbit locations (Midlands, South, East Anglia) but will require travel to all sites from time to time, with the role predominantly being remote.

What you'll achieve

• Lead a team of Customer Excellence leads by completing all relevant people management duties such as recruitment, inductions, development, coaching and 121’s.
• Lead/influence the prioritisation of changes in operational teams, ensuring they are focused on the customer value.
• Create and optimise workflows and interfaces that deliver consistent, branded customer interactions across digital, in-person, and phone channels.
• You will build good relationships with stakeholders at all levels across the organisation, adapting your approach and ensuring their expectations are met and managed.
• Support teams to embed changes and conduct impact assessments to realise benefits of improvement activity.
• Facilitate and manage key change management processes and projects end to end.

What you'll bring

Essential skills

• Chartered Institute of Housing - Level 3 or equivalent level 6 degree in higher education.
• Experience in using continuous improvement tools or frameworks such as PDCA, Lean or Six Sigma.
• Previous managing a team of customer experience or continuous improvement managers and management of projects end to end.
• Industry specific knowledge and leadership skills is preferred to be able to manage regions and/or departments.
• Excellent communicator who is confident to lead and support a range of stakeholders at senior levels.
• Proven experience working cross-functionally to deliver improvements from concept to implementation.
• Ability to travel between Orbit offices and community-based venues
• Proven track record in working with social housing customers (or similar) to achieve changes in services
• Experience managing projects or activities to deliver within timescale, demonstrating impact and benefit realisation
• The ability to interpret information and present it in a variety of different ways relevant to stakeholder needs.
• The ability to think and plan strategically.
• Qualification or accreditation of lean or six sigma methodologies

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.

Seniority level

• Seniority level

  Mid-Senior level

Employment type

• Employment type

  Full-time

Job function

• Job function

  Consulting, Project Management, and Information Technology

• Industries

  Housing and Community Development, Civic and Social Organizations, and Government Relations Services

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