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 roleThe Customer Welfare Strategy Lead exists to design and implement strategies that ensure the well-being and satisfaction of customers, aligning their needs with the Orbits goals.This role will take responsibility for leading the Better Days Programme and overall customer coaching support model, including employment and skills delivery - driving initiatives that help customers have a successful tenancy and enhance experiences whilst fostering trust and long-term relationships.
The role will lead on Orbit’s thought leadership and Customer Welfare policy and provision with responsibility for planning our stakeholder engagement and fundraising to meet income and social value targets. This role can be fulfilled from any of our Orbit locations and will be an agile working role, with occasional travel requirements.This role is part of our Customer directorate where you'll help us to lead the way in keeping our promise to more than , customers.What you'll achieveResponsible for the overall journey and experience of customers supported via Orbit’s Better Days programme, including the development of Orbit’s Better Days and Community Coaching programmes, leading strategically the operational direction of the across the Community Investment Team.Strategic lead on all Better Days including, marketing, communications, brand, collateral and assets, inclusive of social media, campaigns, awards and website - working closely in Comms Teams and other CI colleagues.Develop and oversee a departmental framework for Community Investment, which implements and manages local authority and other relationships and supports the Impact and compliance team to develop an effective recording and evaluation.Build strong relations, improving and deliver a strategic plan in alignment with Community Investment Strategy and work closely with customer facing teams to improve Better Days offers, supporting customers to decrease rent arears tenancy failures and to ensure an efficient streamlined customer journey.Provide strategic oversite to regional managers, including overseeing the establishment of targets/KPI’s around customer welfare and performance indicators for the teams.What you'll bringEssential skillsExperience of commercial acumen and successfully bidding for and delivering successful contracts e.g. Work Programme, ESF, SFA or other similar provision, including experience of tendering and commissioning services.Committed to driving a customer first approach across the service, ensuring clarity of pathways and matrix managing delivery across teams.Experience of developing and securing external funding with partners as well as managing delivery.Knowledge and understanding of relevant government white and green papers and policies, employment trends and their implications for the business.Demonstrable experience in developing and managing customer support programmes relating to customer welfare and the work of face-to-face customer support.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 ofWe’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 hireWe aim to make our hiring process simple and fair:Online applicationInterview(s)Decision and offerWe 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.
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