Resident Communications Manager

NOTTING HILL GENESIS; Greater London; On-site; GBP 45,000 - 65,000; Full time

Benefits offered by this job

Annual leave

Pension

Parental leave

Employee assistance

Health plan

Staff discounts

Loans

Cycle to work

Life insurance

Job summary

Notting Hill Genesis is seeking a Resident Communications Manager to lead multi-channel resident communications about investment in homes, new housing delivery, and responses to the UK housing crisis. You will produce empathetic content for digital, print and community channels, and lead communications during critical incidents.

You will report to the Head of Resident Communications and collaborate across directorates to ensure consistent messaging and strong resident engagement.

Qualifications

• Experience delivering effective multi-channel resident communications strategies in a large public-facing organisation.
• Strong experience leading incident and crisis communications in a customer-facing context.
• Experience designing and delivering strategic customer-facing campaigns aligned with business objectives.
• Recent in-house, agency, or public sector experience with quick application of insights.
• Experience designing and delivering resident engagement events.
• Proven track record of storytelling through content that builds trust.

Responsibilities

• Deliver a multi-channel resident communications strategy across digital, print and community channels.
• Devise and deliver campaigns to support residents affected by relocation and remediation projects.
• Lead resident communications during critical incidents.
• Coordinate with operational teams to ensure consistent messaging.
• Update channels with timely, accurate information.
• Create materials (digital, print, video, social) reflecting diverse residents.
• Organise engaging events with residents and brief executives as needed.
• Maintain compliance with NHG policies, including health, safety and financial regulations.
• Foster trust through inclusive, values-led collaboration.

Skills

Multi-channel communications

Crisis communications

Stakeholder management

Campaign design

Content writing

Event planning

Cross-functional collaboration

Risk awareness

Attention to detail

Resident engagement

Job description

Job Introduction

What you'll do

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.

How you'll do it

• 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.

The ideal candidate

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

• 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

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

What's in it for you?

Once you join us, you'll find plenty of opportunities to grow within our organisation. You'll also have access to a wide range of learning opportunities to help you achieve and maximise your potential.

Benefits include

• 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

All about us

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.

For more information on what we do and what makes us different please visit: https://group.nhg.org.uk/careers/

We welcome applications from everyone. We actively monitor the diversity of our workforce and strive to show equal representation throughout all levels of the organisation. We are a Stonewall Diversity Champion, a Disability Confident employer amongst other diversity commitments.

To find out more about our approach to equality, diversity and inclusion please visit: https://group.nhg.org.uk/careers/diversity-is-our-strength/

Selection Process

Step 2: Successful candidates will be asked to do an assessment

Step 3: Successful candidates will be invited to interview

NHG reserves the right to close this vacancy early if we receive sufficient applications for the role, so we advise you to submit your application at your earliest opportunity.