Resident Communications Manager

NOTTING HILL; Greater London; On-site; GBP 50,000 - 65,000; Full time

Benefits offered by this job

Excellent annual leave

Generous pension

Flexible working

Health cash plan

Staff discounts

Cycle to work

Life Assurance x4

Job summary

Notting Hill Genesis is seeking a Resident Communications Manager to lead multi-channel resident communications across digital, print and community channels. You will inform and engage residents about investment plans, new housing delivery, and responses to housing challenges, reporting to the Head of Resident Communications.

You will produce empathetic content, manage crises, listen to resident feedback, and collaborate with operational teams to ensure consistent messaging and timely

Qualifications

• Experience delivering multi-channel resident communications in large public-facing organisations.
• Ability to lead incident and crisis communications for customers.
• Experience designing strategic customer-facing campaigns.
• Experience in in-house, agency, or public sector service delivery.
• Experience designing customer-facing engagement events.
• Proven track record of storytelling that builds trust.

Responsibilities

• Deliver a multi-channel resident communications strategy, working collaboratively across the business, to inform and engage residents.
• Devise and deliver engagement plans to support relocation and remediation programmes.
• Devise and deliver resident-facing campaigns in line with NHG's objectives.
• Listen and act on resident feedback, building trust and aligning campaigns with residents' needs.
• Update channels with timely, accurate information with high attention to detail.
• Create and distribute materials (digital, print, video, social) for resident information and engagement.
• Organise events with residents and brief executives and representatives as required.
• Collaborate with operational teams to ensure consistent messaging across the organisation.
• Lead crisis and incident response communications when needed to protect NHG's reputation.
• Model inclusive, values-led collaboration and stay updated with NHG policies.

Skills

Multi-channel comms

Crisis communications

Campaign design

Stakeholder management

Written communication

Attention to detail

Risk management

Collaborative working

Digital & print media

Public sector experience

Job description

As Resident Communications Manager, you will lead NHG's multi-channel resident communications, informing and engaging residents with our plans for investment in existing homes, new housing delivery, and our response to the UK's housing crisis. Reporting to the Head of Resident Communications, the Resident Communications Manager will produce empathetic, engaging content that builds trust with residents, working across digital, print and community channels, and leading resident communications during critical incidents.

Responsibilities

• Deliver a multi-channel resident communications strategy, working collaboratively across the business, to inform and engage residents.
• Devise and deliver engaging communication plans to support residents impacted by large-scale relocation and building remediation programmes.
• Devise and deliver resident-facing campaigns in line with NHG's strategic objectives and priorities.
• Listen and act on resident feedback, building trust and aligning communication campaigns with resident-centred responses.
• Update all relevant channels with timely, accurate information, proactively and with high attention to detail.
• Create and distribute materials (digital, print, video, social media) for resident information and engagement, reflecting the diversity and differing communication needs of residents across products and tenures.
• Organise and deliver engaging events with residents in line with incident management and key campaigns, briefing execs and other representatives as required.
• Work collaboratively with operational teams and colleagues across directorates to ensure consistent messaging and that resident voices are heard at all levels of the organisation.
• Lead and deliver crisis and incident response communications when needed, ensuring resident communications promote and protect NHG's reputation.
• Role model inclusive and values-led collaboration, fostering trust, collaboration and accountability, and keep up to date with all relevant NHG and statutory policies, including health and safety and financial regulations.

  We believe great service starts with great people, and we are committed to recruiting and developing passionate, enthusiastic, and talented individuals who can add value to our thriving organisation.

Pending confirmation of legislative changes, this role may require a qualification to demonstrate competence. If not already qualified, there may be an expectation to study towards a professional qualification.

Essential Requirements

• Experience delivering effective multi-channel resident/customer communication approaches and strategies, ideally within a large and complex public-facing organisation.
• Strong experience leading incident and crisis communications in a customer-facing context.
• Experience designing and delivering strategic customer-facing campaigns which meet strategic business needs and objectives.
• Relevant recent experience gained in another in-house role, agency, or a public sector service delivery organisation; a strong ability to apply relevant insights and learn quickly (experience need not have been in the housing sector).
• Experience designing and delivering customer-facing engagement events.
• A track record of delivering positive story-telling via appropriate content which engages and builds trust.
• Experience being an effective, collaborative partner to a business, able to take ownership of major programmes of work and work autonomously.
• Excellent written, verbal and visual communication skills, with the ability to distil complex issues into clear, compelling messaging in a tone appropriate for residents across different tenure types.
• Strong eye for accuracy and consistency in all communications, with the tenacity to get answers from the business to inform resident communications.
• Politically astute, an excellent communicator, and confident working with senior stakeholders.
• A collaborative and organised approach, motivated by the opportunity to make a meaningful impact.
• A critical thinker with an eye for detail and a radar for risk - able to scan the horizon, assess risk from all angles, and anticipate potential reputational issues before they emerge.
• Ability to work across functions to create and deliver solutions that support NHG-wide goals and long-term business success.
• Digitally savvy, resilient, and agile - comfortable operating in a fast-moving, regulated environment with constant political and media attention and scrutiny.

Desirable Requirements

• Experience gained within a regulated and complex environment.
• Experience working within the housing sector.

Notting Hill Genesis is a not-for-profit organisation providing affordable homes for Londoners and it is now one of the largest housing associations in London. We are both a landlord and a developer, with more than 65,000 existing homes and we employ around 1,800 employees.

NHG reserves the right to close this vacancy early if we receive sufficient applications for the role.

Benefits

• Excellent annual leave allowance and flexible working opportunities (qualifying period may apply)
• Generous pension scheme
• Enhanced maternity, paternity, and adoption pay in addition to statutory entitlements (qualifying period may apply)
• Employee assistance - free confidential advice and counselling services provided by independent specialist organisations.
• Health cash plan
• Staff discounts - we give our staff access to discounts at hundreds of major retailers, gyms, restaurants, entertainment, days out, insurance, and much more.
• Interest free loans - season ticket loan, tenancy deposit loan, and training loan
• Cycle to work scheme.
• Life Assurance x 4 annual salary