Head of Customer Care

Orbit

Location: Coventry, England, United Kingdom

Category: Customer Service

Salary: 60,000 - 80,000 GBP / yearly

Full-time

Job Description

Lead Orbit's busy contact centre to improve customer experience and drive tangible change across the service. Shape the future of customer care in a growing organization.

Responsibilities

Lead a high-performing contact centre to deliver exceptional customer experiences.
Champion First Time Resolution (FTR) and embed customer insight into decision-making processes.
Collaborate with various teams to reduce handoffs and close service gaps.
Implement new digital tools and platforms to enhance customer journey.
Use data analysis to drive proactive customer service approach.
Promote a culture of care, accountability, and inclusion within the team.
Act as the internal voice of the customer and lead initiatives for service improvement.

Qualifications

Senior leadership experience in a contact centre or customer service function.
Track record of delivering service transformation through people, process, and technology.
Experience in regulated or essential services environment.
Empathy, resilience, and understanding of vulnerable customers.
Collaborative mindset and passion for making a difference.
Background in supporting vulnerable customers.

Perks & Benefits

Car allowance
Performance bonus opportunity
28 days holiday
8% matched pension
Fully funded private medical cover
Life assurance (x4 salary)

Why Join Us?

Join Orbit to lead customer transformation in a purpose-led organization with full leadership support, values-driven culture, and competitive benefits package.