Customer Communications Coordinator

• This role will work to make sure that all customer communication, including letters, targeted customer communications content (digital and tactical) and other communication activity is customer focused, relevant and on brand.

Including customer focused campaigns, leaflet and collateral creation and distribution, event delivery and other customer focused content.

• Proactively research and benchmark best practice for social housing customer communications content, channels and tools and share this information with the Customer Communications Manager and broader team where appropriate.
• The role is required to work in a collaborative manner with colleagues across the Marketing & Communications Team to deliver an efficient and effective communications service and acts as a first point of contact for communications-related enquiries from our business.
• The team act as ambassadors for the brand and with all associated activities being planned, managed and delivered to fully support our business Vision, Values and Corporate Plan.
• Along with other members of the wider Marketing and Communications team – monitor the Marketing email inbox for any relevant customer communications enquiries or opportunities.
• This role will work with the team to deliver customer focused communications, bespoke to the needs of the customer and to the channels they use, always ensuring consistency across all platforms. With strong organisational skills and attention to detail, they’ll write copy for a variety of platforms, coordinate events and deliver activity that raises brand awareness.
• protects sensitive information by safeguarding customer, colleague and third-party data

Marketing and Communications in a Social Housing setting (D)

• This role will support the Customer Communications Manager and will be responsible for the operational delivery of our annual customer communications plan
• listens to our customers and makes their needs a priority
• Liaise with external agencies to deliver agreed elements of communications activity where appropriate, ensuring they provide value for money.
• Act as the Customer Communications representative in any relevant internal or external stakeholder groups where appropriate.
• The Marketing & Communications team is responsible for ensuring that our business has a dynamic, proactive and engaging marketing and communications strategy in place, which protects and enhances our businesses reputation, communicates effectively with customers and colleagues and promotes business products and services.
• Manage the creation and distribution of our quarterly customer e-newsletter
• The role will be required to build close working relationships with internal stakeholders across our business, particularly with our customer facing teams.

Development and maintenance of relationships with internal and external customers (E)

• The role holder will stay up to date with changes in the regulatory demands of our customer communication function and make sure our approach reflects and addresses the evolving requirements.
• helps reduce risks by proactively communicating any potential issues to our line managers
• Support with the production of well written and relevant copy for a full range of communications materials for print and on-line use including websites, social media content, blogs, and other appropriate digital communication content

Development and delivery of publications and/or magazine production (Print and/or online) (E)

• Co-ordinate content for the production with the creation and delivery of our bi-annual customer magazine – planning and writing articles and supporting with the overall production.
• Successful delivery of the bi-annual customer magazine – tailoring content to evolving customer needs
• Create inspiring and engaging customer case studies – bringing to life the positive impact that our work, our colleagues and our business have on our customers and communities.
• Complete any other tasks commensurate with the level and nature of the posts as delegated by the role’s line manager.
• follows health and safety guidelines to keep ourselves, colleagues, and customers safe
• Externally, the holder may need to liaise with external agencies and suppliers in completing certain elements of work and is a key point of contact for external communications enquiries.
• Responsible for the management of all promotional items for customer communications purposes – stock levels, creation, storage and production
• The role holder will take the lead of the production of our bi-annual customer magazine – planning and writing articles and delivery.
• Responsible for the for the operational delivery of our annual customer communications plan
• The role will support with activity that be responsible for developing and shaping the customer perception of our brand and our impact on the people and communities that we support.
• Support with the delivery of our business’ marketing and communications strategy and wider operational delivery plans.

Creative and influential copy writing experience for a B2C audience (E)

Ability to make decisions independently and know when to escalate – offering solutions to problems along the way (E)

Ability to manage multiple projects and priorities at once successfully (E)

Fully literate in key software packages for general communications and reports (E)

Agile Working

Excellent written communication skills – creating influential and creative copy for on and offline platforms (E)

• Successful delivery of the annual Customer Communication plan.

Design skills for content production (D)

Experience in creating and distributing B2C multi-media, customer led content that is engaging and accessible for our customers (E)

CMS – WordPress/Umbraco or other (D)

Highly effective communication skills (E)

Able to travel independently to other locations (E)

Evidence of ongoing personal development (E)

• Successful delivery of the quarterly customer e-newsletter – improving content engagement and success each quarter

Exceptional attention to detail (E)

Relevant degree and/or relevant experience (D)

Disability Confident

Experience in delivering multiple communications plans simultaneously to a high standard (E)

5 GCSEs (Grade 4 or above) including English and Maths or equivalent relevant qualification (E)

We will try to provide access, equipment, or other practical support to ensure that disabled applicants are not disadvantaged by their disabilities.

A flexible approach to hours worked (E)

As part of our commitment to the Give Get Go Programme, we will ensure that applicants who meet all essential criteria, as defined in the person specification, will be guaranteed the opportunity to demonstrate their abilities at interview. Individual’s names will be confirmed with the Give Get Go Programme.

We operate an agile working policy, with colleagues expected to work from the office a minimum of one day per week, or more depending on business needs. For this specific role, working arrangements may vary — we recommend discussing expectations with the hiring manager during the interview process