Continuous Improvement Manager - Customer

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

Job summary

A leading UK housing group seeks a Continuous Improvement Manager to enhance customer journeys. In this role, you'll lead a team, manage projects, and focus on operational excellence to prioritize customer needs across the organization. Join Orbit Group to make a difference in community living.

Benefits

Flexible working opportunities

Benefits and wellbeing programmes

Access to training and professional qualifications

Qualifications

• Experience managing teams in customer experience or continuous improvement.
• Ability to work cross-functionally to deliver improvements.
• Proven experience of project management within timescales.

Responsibilities

• Lead a team of Customer Excellence leads, overseeing recruitment and development.
• Manage key change management processes and projects end-to-end.
• Create and optimise workflows for customer interactions across channels.

Skills

Experience with continuous improvement tools

Excellent communication skills

Strategic thinking

Project management

Stakeholder management

Education

Chartered Institute of Housing - Level 3

Qualification in lean or Six Sigma

Job description

Social network you want to login/join with:

Continuous Improvement Manager - Customer, Coventry

Client: Orbit Group

Location: Coventry, United Kingdom

Job Category: Other

EU work permit required: Yes

Job Reference: ffe38fdde7c7

Job Views: 5

Posted: 02.07.2025

Expiry Date: 16.08.2025

Job Description:

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

In this newly created role of Continuous Improvement Manager (Customer Excellence Manager), you will lead a team of Customer Excellence leads to champion the customer voice at all levels across the organisation, ensuring customer outcomes are central to decision making and improvement initiatives. You will have an embedded customer-centric approach, with proven experience in improving and enhancing customer journeys, working directly with customers to gather feedback, and translating that feedback into actionable requirements to drive operational excellence.

Working closely with operational teams, you will own our customer journeys, ensuring every touchpoint reflects our commitments, making customers feel safe, informed, and valued. You will foster a culture of continuous improvement to enhance customer satisfaction by prioritising customer needs in our processes.

This role is part of our Customer directorate, where you'll help us to uphold our promise to over , customers.

What you'll achieve

• Lead a team of Customer Excellence leads, overseeing recruitment, inductions, development, coaching, and performance management.
• Influence prioritisation of changes in operational teams, focusing on customer value.
• Create and optimise workflows and interfaces for consistent, branded customer interactions across digital, in-person, and phone channels.
• Build strong relationships with stakeholders at all levels, adapting your approach to meet their expectations.
• Support teams to embed changes and conduct impact assessments to realise benefits.
• Manage key change management processes and projects end-to-end.

What you'll bring

Essential skills

• Chartered Institute of Housing - Level 3 or higher (Level 6 degree in higher education).
• Experience with continuous improvement tools/frameworks such as PDCA, Lean, or Six Sigma.
• Experience managing teams of customer experience or continuous improvement managers and managing projects end-to-end.
• Industry-specific knowledge and leadership skills, preferably managing regions or departments.
• Excellent communication skills, confident in leading and supporting stakeholders at senior levels.
• Proven ability to work cross-functionally to deliver improvements from concept to implementation.
• Willingness to travel between Orbit offices and community venues.
• Experience working with social housing customers or similar to achieve service improvements.
• Experience managing projects to deliver within timescales, demonstrating impact and benefits.
• Ability to interpret information and present it effectively to stakeholders.
• Strategic thinking and planning skills.
• Qualification or accreditation in lean or Six Sigma methodologies.

Why Orbit?

Choosing us means being rewarded in every sense. We offer benefits and wellbeing programmes to help you thrive, along with flexible working opportunities.

We support your growth through training, professional qualifications, and leadership development, including access to renowned business schools.

We’re proud to make a difference, driven by our values and a focus on performance, with profits enabling more initiatives for people.

How we hire

Our hiring process is simple and fair:

• Online application
• Interview(s)
• Decision and offer

Some roles require a DBS check to ensure safety and safeguarding.