Customer Engagement & Communication Coordinator

Residential Management Group (RMG); Northwich; On-site; GBP 26,000 - 32,000; Full time

Benefits offered by this job

27 days holiday

Healthcare cashback plan

Pension scheme

Life assurance

Employee discounts

Job summary

Residential Management Group (RMG) in the United Kingdom is seeking a Customer Engagement & Communications Coordinator to support customer communications, engagement activity and digital adoption. You will craft clear content across campaigns, newsletters and high-volume communications, while using insight to improve journeys.

The role offers opportunities to explore AI, automation and self-service solutions to simplify processes, with collaborative work across Customer Experience, Digital and

Qualifications

• Strong written communication and content creation skills, writing clearly for customers.
• Analytical mindset using engagement data to identify improvements.
• Excellent organisation and attention to detail handling multiple requests.
• Strong communication and collaboration with stakeholders.
• Customer-first mindset balancing needs with compliance.
• Comfort with digital tools and AI capabilities.

Responsibilities

• Create clear, accessible communications across channels (campaigns, newsletters, high-volume sends).
• Support customer engagement activities like consultations, committees and AGMs while promoting digital/self-service options.
• Maintain and improve customer guidance, FAQs and knowledge-base content.
• Use feedback and data to improve communications, processes and journeys.
• Identify where AI/automation could reduce repetitive tasks and improve content.
• Process refunds accurately and keep customers informed.
• Collaborate across Customer Experience, Digital and operations ensuring quality and data-handling compliance.

Skills

Clear writing

Analytical mindset

Organised

Collaboration

Customer-first approach

AI/digital tools

Tools

Salesforce

Job description

Are you a strong communicator with a passion for creating clear, engaging content and improving the customer experience?

We're looking for a Customer Engagement & Communications Coordinator to support the delivery of customer communications, engagement activity and digital adoption.

You’ll create engaging and accessible customer content, coordinate campaigns and communications, and use customer insight to identify ways we can improve. You’ll also have the opportunity to explore how AI, automation and self-service solutions can simplify processes and create better experiences for our customers.

What you'll be doing

• Creating clear, accessible and customer-friendly communications across a range of channels, including campaigns, newsletters and high-volume communications.
• Supporting customer engagement activity, including consultations, committees and AGMs, while helping customers make greater use of digital and self-service options.
• Maintaining and improving customer guidance, FAQs and knowledge-base content to make information easier for customers to access and understand.
• Using customer feedback, engagement data and operational insight to identify opportunities to improve communications, processes and customer journeys.
• Identifying where AI, automation and self-service could reduce repetitive activity, improve content and create more efficient customer experiences.
• Processing customer refund requests accurately, keeping customers informed throughout the process and tracking outcomes.
• Working collaboratively across Customer Experience & Digital and operational teams, ensuring communications meet quality, accessibility, compliance and data-handling requirements.

What we're looking for

We're looking for someone with:

• Strong written communication and content creation skills, with the ability to write clearly, accurately and in a customer-friendly way.
• An analytical mindset and confidence using engagement and performance information to identify opportunities for improvement.
• Excellent organisation and attention to detail, with the ability to manage multiple requests, campaigns and deadlines.
• Strong communication and collaboration skills, with confidence working with a range of stakeholders.
• A customer-first mindset with the ability to balance customer needs with operational and compliance requirements.
• Confidence using digital tools and approved AI capabilities, with an interest in finding smarter and more efficient ways of working

Experience within customer communications, engagement or customer experience would be beneficial, alongside knowledge of Salesforce or other CRM platforms, high-volume communications, self-service content, AI-assisted content creation or automation.

What does RMG have to offer you?

You’ll not only be joining a thriving market leader where you’ll benefit from working alongside some of the best people in the industry, you’ll also receive a superb package of company benefits, including:

• 27 days' holiday plus all Bank Holidays
• The option to buy or sell up to five days' annual leave each holiday year
• Healthcare cashback plan, allowing you to reclaim towards costs such as optical treatment, dental care, physiotherapy and GP charges
• 24/7 access to remote GP services
• Sponsorship for study and professional qualifications, including up to four study days
• Pension scheme with contributions matched up to 7%
• Life assurance of four times your annual salary
• Access to Our Place Rewards, offering shopping discounts, in-store vouchers, reloadable e-cards, cashback on online purchases and a range of exclusive offers

Diversity and inclusion

As part of our commitment to diversity and inclusion, we offer a guaranteed interview to candidates who are disabled, neurodiverse, or have served in the Armed Forces, provided they meet the essential criteria for the role. If you would like to be considered under this scheme, please indicate this in your application. We are dedicated to creating a supportive and accessible recruitment process for all.

We are committed to creating an inclusive and accessible recruitment process.

If you require any reasonable adjustments to support your application or interview experience, please let us know. We're happy to work with you to ensure you have the opportunity to perform at your best.

We understand the importance of a supportive and inclusive work culture so please talk to us at interview about flexibility you may need. We can’t promise to give you exactly what you want, but we promise not to judge you for asking. For this role we are open to discussing the possibility of reduced hours, flexible start and finish times or compressed hours.

Safeguarding

At Places for People, safeguarding is everyone's responsibility. We are committed to creating safe communities for our customers and colleagues by protecting children, young people, and adults at risk from harm, abuse, and neglect.

We follow robust safeguarding policies and procedures, ensuring all employees, volunteers, and contractors uphold the highest standards of safeguarding and accountability. Our recruitment process includes pre-employment checks, including Disclosure and Barring Service (DBS) checks where applicable, to promote a safe and secure working environment.

By joining Places for People, you are expected to contribute to our safeguarding culture, following our policies and reporting concerns to protect those in our communities.