Communications Manager - Customer

Orbit Group is recruiting for a Customer Communications Manager to join our Customer Communications team in this brand-new role. The Customer Communications Manager will oversee the end-to-end planning and delivery of customer‑centric communication, delivering both service‑related communication (approximately 70%) and marketing and brand communication (approximately 30%). The Customer Communications team sets the standard for customer communication across the organisation, and this role is key to the delivery of impactful and effective communication which builds closer connections with customers and greater trust in Orbit. This is an agile working role with at least one day a week being based out of our Coventry office (subject to business need).

What you'll achieve

• Oversee, plan and manage your team's workflow, prioritising and challenging briefs, ensuring effective scheduling and alignment across teams.
• Play a leading role in taskforces, projects/programmes and workstreams, providing direction, support and counsel.
• Manage issues and crisis communication, including participation in the Out of Hours rota, spanning customer, colleague and media channels.
• Play a leading role in customer communications strategies for complex and high‑risk situations.
• Be responsible for reviewing content that poses a reputational risk to Orbit, including media statements, complaints responses, legal letters and MP letters/emails.
• Ensure communications are customer‑led using insight and engagement.
• Lead and develop your team, setting clear goals and performance expectations.

What you'll bring

• Passionate about contributing to the delivery of an excellent customer experience.
• Educated to degree level with a relevant professional qualification or appropriate experience in marketing or communications.
• Able to write high quality communications for a variety of audiences and channels.
• Strong experience of crisis/issues management with the ability to advise, show leadership and deliver communications in time‑pressured situations.
• Experience of developing communication/or marketing strategies and using digital and print media to engage customers to build trust and strengthen reputations.
• Critical thinker, good analytical and problem‑solving skills, and ability to think creatively, strategically and project plan.
• Proven leadership of small teams with a high degree of political acumen and judgment and the ability to motivate, inspire and drive innovation.
• First class interpersonal skills - highly collaborative, able to build relationships, work effectively across groups and inspire confidence among stakeholders.
• Professional when under pressure and dealing with difficult and complex situations, with the ability to think clearly and act calmly.

Why Orbit?

• Choosing us means being rewarded in every sense. 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.

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.