At a Glance
- Tasks: Lead multi-channel communications to enhance customer experience and engagement.
- Company: Join Orbit, a leading UK housing group dedicated to affordable living and community building.
- Benefits: Enjoy flexible working, professional development, and wellbeing programmes tailored for you.
- Other info: Role may require working outside regular hours; DBS check applicable.
- Why this job: Make a real impact in communities while developing your skills in a supportive environment.
- Qualifications: Degree level education or equivalent experience in communication and marketing required.
The predicted salary is between 36000 - 60000 € per year.
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 the 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 focused on what matters most to our customers.
- You will prioritise quality and consistency and uphold and champion 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.
How we hire
We aim to make our hiring process simple and fair: Online application, Interview(s), 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.
Customer Communications Lead employer: Orbit Group
At Orbit, we are dedicated to building thriving communities and providing affordable housing, making us an exceptional employer for those seeking meaningful work. Our inclusive culture prioritises employee wellbeing with flexible working options, extensive training programmes, and opportunities for professional growth, ensuring that every team member can thrive both personally and professionally. Join us in our mission to create a positive impact, where your contributions will help shape the future of housing in the UK.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Communications Lead
✨Tip Number 1
Familiarise yourself with Orbit's mission and values. Understanding their commitment to affordable housing and community building will help you align your communication strategies with their goals, making you a more attractive candidate.
✨Tip Number 2
Showcase your experience with multi-channel communications. Be prepared to discuss specific campaigns you've led or contributed to, especially those that involved both digital and print media, as this is crucial for the role.
✨Tip Number 3
Highlight your crisis communication skills. Given the importance of managing issues effectively, be ready to share examples of how you've successfully navigated challenging situations in previous roles.
✨Tip Number 4
Demonstrate your ability to use data and insights to drive communication strategies. Prepare to discuss how you've used customer segmentation and audience insights to tailor your messaging in past campaigns.
We think you need these skills to ace Customer Communications Lead
Some tips for your application 🫡
Understand the Role:Read the job description thoroughly to grasp the responsibilities and expectations of the Customer Communications Lead position. Tailor your application to highlight relevant experiences that align with these requirements.
Craft a Compelling Cover Letter:Write a cover letter that showcases your passion for customer communications and your understanding of Orbit's mission. Use specific examples from your past experiences to demonstrate how you can contribute to their goal of delivering the best customer experience.
Highlight Relevant Skills:In your CV, emphasise your proficiency in communication and marketing tools, as well as your experience in crisis communication and managing campaigns. Make sure to include any relevant qualifications or certifications that support your application.
Showcase Your Customer-Centric Approach:Provide examples of how you've previously created customer-focused content or campaigns. Discuss how you have used customer insights to tailor communications, as this aligns with Orbit's emphasis on a customer-centric ethos.
How to prepare for a job interview at Orbit Group
✨Understand the Company Values
Before your interview, take some time to research Orbit's values and mission. Understanding their commitment to affordable housing and community building will help you align your answers with what they stand for.
✨Showcase Your Communication Skills
As a Customer Communications Lead, your ability to communicate effectively is crucial. Prepare examples of past communication campaigns you've led, focusing on how you tailored messages for different audiences.
✨Prepare for Crisis Communication Scenarios
Given the role involves crisis communication, think about potential scenarios that could arise in a housing association context. Be ready to discuss how you would handle these situations while maintaining trust and transparency.
✨Highlight Your Experience with Digital Tools
Familiarise yourself with the tools mentioned in the job description, such as Campaign Monitor and VoiceSage. Be prepared to discuss how you've used similar platforms in previous roles to enhance customer engagement.
