Customer Communications Lead

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 100,000 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

We’re recruiting a Customer Communications Lead to deliver multi-channel communications to Orbit customers as we work towards our aim of delivering best customer experience of any housing association in the country by 2030.

Working as part of the Customer Communications team, the Customer Communications Lead will support the Marketing and Brand Manager to plan, create and distribute high quality customer communications activity including a quarterly customer magazine, customer annual report, leaflets and brochures, promotional and awareness campaigns, newsletters, letters, emails, SMS, website content, digital posters and telephony scripts.

This role is part of People and Strategy where you'll help us to build a culture and brand that people want to be part of.

What you'll achieve

You will help us to create seamless customer journeys with communication touchpoints that make it easy for our customers to interact and engage with our services and that ultimately help build trust and drive positive brand perceptions.

You will deliver insight-led activity and campaigns focussed on what matters most to our customers. You will prioritise quality and consistency and uphold and champion of our tone of voice and brand guidelines. Content will also reflect our customer-centric ethos, while also reflecting our vision, values and Customer Commitments.

You will monitor and measure communications using appropriate tools, in order to drive effectiveness, deliver impact and ensure continual improvement.

• Manage the production, design and distribution of the customer annual report and quarterly customer magazine.
• Ensure editorial is written to a high standard and is customer-centric reflecting the voice of the customer.
• Create new high-quality customer-focused content.
• Create and deliver multi-channel campaigns which promote Orbit and its services.
• Utilise customer segmentation and audience insights to tailor communications.
• Use relevant tools including Intratone, Campaign Monitor, VoiceSage and I Property Cloud
• Manage issues and crisis communications. Liaise with stakeholders to source facts, information, keep them informed and updated.
• Measure effectiveness of the content, campaigns and communication activity.

What you'll bring

Essential skills

• Educated to degree level or equivalent with a relevant professional qualification, or appropriate experience in development communication and marketing campaigns using digital and print media.
• Proficiency in using communication and marketing tools and platforms.
• Experience in crisis communication and issues management.
• Experience working with external agencies and suppliers.
• Ability to work outside regular hours when needed.

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.