Customer Care Service Excellence Team Lead

Orbit Group; Coventry; On-site; GBP 32,000 - 40,000; Full time

Job summary

Orbit Group in Coventry is hiring a Customer Care Team Leader on a 9-month contract. You will inspire and guide a team of Customer Care Advisors to deliver outstanding experiences, ensuring customers feel informed, supported and valued.

You'll lead coaching, performance management and operational delivery across all contact channels, shaping shifts and rotas, and embedding Orbit's values as you develop the team and service excellence.

Qualifications

• Experience leading customer service teams in a fast-paced contact centre.
• Strong coaching and mentoring skills with the ability to inspire and develop people.
• Confidence in managing performance, delivering feedback, and driving accountability.
• Proven ability to analyse data and customer insight to drive improvements.
• Strong communication and influencing skills with empathy in complex conversations.
• Good IT literacy and ability to use customer service systems effectively.
• Flexible and resilient, able to adapt to change and maintain focus under pressure.

Responsibilities

• Lead and coach the Customer Care Advisors to deliver outstanding customer experiences.
• Oversee operational delivery across all customer contact channels and service areas.
• Manage shift patterns and rosters, communicating schedules in advance.
• Drive continuous improvement by leveraging data and customer insights.

Skills

Team leadership

Coaching & mentoring

Performance management

Data analysis

Empathetic communication

IT literacy

Adaptability

Tools

CRM systems

Job description

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.

If this is you, come and join us.

Making it your home, together.

The role

9 month contract available

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.

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

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.

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.

What you'll achieve

No two days will be the same. This role will involve leadership, coaching and operational delivery across all customer contact channels and service areas. You will work to ensure colleagues are engages, processes are efficient, and values lived daily. You will embody the following behaviours:

• Respectful Challenger - encourages better ways of working, constructively challenging when needed.
• Caring Contributor - builds trust, supports colleagues, and strengthens team spirit.
• Ambitious Improver - actively seeks opportunities to grow, innovate, and enhance service. Lives Orbit's values: respecting and valuing customers, caring for colleagues, achieving together.

What you'll bring

Essential skills

• Experience leading customer service teams in a fast-paced contact centre environment.
• Strong coaching and mentoring skills, with the ability to inspire and bring out the best in people.
• Confidence in managing performance, delivering feedback, and driving accountability.
• Proven ability to analyse data and customer insight to drive improvements.
• Strong communication and influencing skills, able to handle complex conversations with empathy.
• Good IT literacy and ability to use customer service systems effectively.
• Flexible and resilient, able to adapt to change and maintain focus under pressure.

Desirable skills

• Experience within housing / supporting vulnerable customer groups.

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:

1. Online application
2. Interview(s)
3. 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.