Customer Engagement & Communication Coordinator

Residential Management Group; Northwich; On-site; GBP 25,000 - 33,000; Full time

Benefits offered by this job

27 days' holiday plus bank holidays

Buy/sell up to five days' annual leave

Healthcare cashback plan

24/7 remote GP access

Study sponsorship for qualifications

Pension scheme with matched employer

Life assurance of four times annual薪

Our Place Rewards

Job summary

Residential Management Group is seeking a Customer Engagement & Communications Coordinator in the United Kingdom to deliver clear customer communications and drive engagement across channels. You will support consultations, AGMs and digital adoption while improving guidance and knowledge-base content.

You will help shape content strategy using customer insight, explore AI and self-service opportunities, and collaborate with cross-functional teams to ensure quality, accessibility and compliant

Qualifications

• Strong written communication and content creation skills, with the ability to write clearly and in a customer-friendly way.
• Analytical mindset using engagement and performance data to identify improvements.
• Excellent organisation and attention to detail managing multiple requests and deadlines.
• Strong collaboration with stakeholders and cross-functional teams.

Responsibilities

• Create clear, accessible customer communications across channels (campaigns, newsletters, high-volume messages).
• Support customer engagement activities, consultations, committees and AGMs; promote digital/self-service use.
• Maintain and improve FAQs and knowledge-base content for easy access and understanding.
• Use feedback and insights to improve communications, processes and customer journeys.
• Identify where AI, automation and self-service can reduce repetitive work and enhance experiences.
• Process customer refund requests accurately and inform customers of outcomes.
• Collaborate across Customer Experience & Digital and operations teams ensuring quality, accessibility and compliance.

Skills

Written communication

Content creation

Analytical mindset

Organisational skills

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