Head of Customer Care

Michael Page (UK); Coventry; Hybrid; GBP 50,000 - 90,000; Full time

Job description

• Creating meaningful change for customers.
• High-impact leadership role

About Our Client

Michael Page is proud to be partnering with Orbit to deliver the shortlist for a newly created and impactful position - Head of Customer Care.

This is more than just a contact centre leadership role - it's a unique opportunity to shape the future of customer service in an organisation that's invested heavily in modernising its customer experience. Orbit is growing rapidly and evolving with its customers, and this role is a vital part of that journey.

Why now? Why Orbit?
Orbit is one of the UK's leading housing organisations, managing over 47,000 homes across the Midlands, East and South of England. Driven by social purpose and commercial discipline, Orbit takes pride in the impact it makes - but recognises there is more to achieve. The 2030 vision is clear:

• To deliver one of the best customer experiences of any housing association in the country.
• To design services that are personal, accessible, and proactive, especially for the most vulnerable customers.
• To build sustainable, inclusive communities, enabled by data, technology, and passionate colleagues.

This role sits at the heart of that mission, shaping and leading the frontline contact centre experience for tens of thousands of customers.

Job Description

This is a pivotal opportunity to lead Orbit's busy contact centre (c.70 FTE), handling over 30,000 customer contacts each month. The role sits at the heart of Orbit's 2030 Strategy and new Customer Excellence Strategy, both of which have full board backing and investment.

The Head of Customer Care will be instrumental in improving how customers feel about their experience, leading tangible change across the service. From championing First Time Resolution to embedding digital tools and fostering a high-performing, inclusive culture - this role offers real scope to shape the future of customer care.

Key Responsibilities:

• Lead a high-performing contact centre, ensuring day-to-day operations support the delivery of exceptional customer experiences.
• Champion First Time Resolution (FTR), embedding customer insight and data into every decision to drive smart, efficient processes.
• Collaborate with teams across Orbit - including repairs, housing management, and support services - to reduce handoffs and close any service gaps.
• Lead the implementation of new digital tools and omnichannel platforms, simplifying the customer journey and preparing the service for future growth.
• Use data and trend analysis to drive a proactive approach to customer service, shaping outcomes and improving satisfaction.
• Drive a culture of care, accountability, and inclusion - ensuring the team feels empowered, supported, and proud of the work they do.
• Enhance engagement and learning across both the contact centre and wider organisation.
• Act as the internal voice of the customer, promoting the contact centre's value, challenging the status quo, and championing service excellence.
• Lead initiatives to improve service delivery for all customers, with a strong focus on inclusive support for the most vulnerable.

The Successful Applicant

We're looking for an emotionally intelligent and operationally sharp leader who brings:

• Senior leadership experience in a contact centre or customer service function of similar scale.
• A track record of delivering long-term service transformation through people, process, and technology.
• Experience in a regulated or essential services environment (e.g., housing, utilities, health, financial services).
• Empathy, resilience, and a deep understanding of the needs of vulnerable customers.
• A collaborative mindset, with the ability to work across teams and challenge constructively.
• A genuine passion for making a difference in people's lives.
• Evidence of driving improvements in customer experience through people, process, and technology.
• A B2C background with experience supporting vulnerable customers is essential.
• Based within commuting distance to Coventry - this is a hybrid role with a big presence on site.

What's on Offer

Why This Role Stands Out:

A purpose-led role with the chance to lead customer transformation in an organisation that's investing in the future.

• Full support from Orbit's leadership - this role has profile, backing, and momentum.
• A values-driven culture where you'll be trusted to lead, inspired to grow, and proud of your work.
• A generous and competitive package including:
  • Car allowance
  • Performance bonus opportunity
  • 28 days holiday
  • 8% matched pension
  • Fully funded private medical cover
  • Life assurance (x4 salary)

If you're ready to lead a customer revolution in housing, and build something truly meaningful, we'd love to hear from you. Apply today or contact Katy at Michael Page for a confidential conversation.

Closing date 1st May 2025.