Head of Communications

The Housing Ombudsman service investigates complaints and resolve disputes involving the tenants and leaseholders of social landlords (housing associations and local authorities), as well as for our voluntary members (private landlords and letting agents).

They are a free, independent, and impartial service, whose vision is to improve residents lives and landlord services through housing complaints.

Job Description

The post holder will provide leadership and line management to the Communications & Stakeholder Engagement teams, ensure delivery of key business plan commitments and contribute to the development, design and delivery of the corporate plan as well as key communication and engagement strategies and plans. The post holder will also provide strategic challenge, guidance and support to the Ombudsman and senior leaders to manage key stakeholder relationships effectively.

Responsibilities and Outcomes:

To manage the brand of the Housing Ombudsman - developing strategies for all our external communication channels and platforms to increase the visible impact of our work and proactively seek opportunities to raise awareness of the Housing Ombudsman and develop our offer.

Be responsible for a comprehensive internal communication programme which includes multiple engagement channels and all staff events - driving internal engagement with key strategic documents such as the business plan.

Be responsible for ensuring the delivery of the Ombudsman's external-facing events including the Member Responsible for Complaints (MRC) Annual Conference and the 'Meet the Ombudsman' events.

To deliver quality stakeholder engagement with our members, the Residents Panel and key third parties, such as advocacy and advice agencies.

To assist the Ombudsman to identify emerging issues within the sector and political landscape, including proposals for influencing key policy makers and responding to relevant consultations.

To provide the Ombudsman and senior leadership team with coaching on crucial presentations (such as giving evidence at select committees or inquests), strategic and tactical communications analysis, advice and support.

To build strong, agile relationships with peers to proactively facilitate cross-directorate working and ensure that strategic thinking about communication is built into everything we do.

To lead and manage teams of communication and stakeholder engagement specialists to deliver the work to high quality standards in a timely manner.

To contribute to the development, design and delivery of the corporate and business plans.

To produce critically important corporate publications, such as our required consultations and annual report.

Be responsible for a Communications Grid tracking all internal and external engagement and activities.

To assist and support the presentation and publication of our casework, systemic work, Centre for Learning and Code compliance work.

The post holder should strive at all times to adhere to HOS values of Learning , Excellence, Openness and Fairness.

The Successful Applicant

The candidate that secures the Head of Communications & Stakeholder Engagement opportunity at the Housing Ombudsman Service will be able to demonstrate the following:

Track Record:

A track record of leading, managing and motivating professional teams.

Professional, senior level communications experience in an organisation with a high public profile and a track record of advising at the most senior level.

Proven ability to develop and deliver high quality and innovative strategic communication campaigns and powerful storytelling communications internally and externally across a range of channels with a track record in evaluation to ensure efficient and effective use of resources.

Proven ability to translate complex and sensitive information and communicating it effectively and appropriately to a range of audiences.

Extensive experience of working with the media in a high profile, national organisation including an up to date knowledge of social media and the way it can work alongside traditional media.

Experience of managing change and achieving results.

Experience in business planning, quality assurance and risk management.

Budget management

Knowledge & Skills:

Ability and agility to work flexibly in a context of change and ambiguity.

Comprehensive understanding of government and the wider public service arena including its political decision making processes.

Understanding of the wider social, political and economic environment and their impact on the issues, implications and challenges facing public sector organisations.

Good resilience and proven experience of working well under pressure.

Communicate articulately and confidently with a wide range of people.

Write clearly and concisely for senior audiences.

Influence and persuade others.

Strong IT skills including use of Microsoft Office applications

Behaviours:

Willing to be viewed as an ambassador for HOS

Demonstrably able to collaborate with purpose.

Exceptional communicator - keeps all relevant parties informed in a meaningful and timely manner

Has a desire to learn - asks how can things be improved and is open to views and feedback

Able to see things from others perspectives - can represent the interests of stakeholders in internal discussions

Motivates and leads others to deliver

Inspirational and actively builds trust and confidence

What's on Offer

Competitive Basic Salary up to £70,717 depending on suitability

27 Day Annual Leave + Bank Holidays rising with service

remote working with offices available in London and Manchester

flexi time working scheme

one professional membership paid for annually

annual health assessment

opportunity to join the Local Government pension scheme

enhanced Maternity/Paternity and Adoption leave

personal allowance to spend on well being apps

employee discounts scheme

volunteer days policy - paid leave for volunteering

employee assistance programme

Cycle to Work scheme

payroll charity giving scheme

HOS is committed to equality of opportunity in all its practices, policies and procedures. It is our intention to promote a working environment that is free from harassment, bullying, victimisation or discrimination, where everyone is treated with dignity and respect. We expect all staff to behave respectfully with courtesy and consideration, whilst carrying out their duties.

Application - To apply for this post your application must include:

A CV setting out your career history, with key responsibilities and achievements. Please ensure you have provided reasons for any gaps within the last two years.

A Statement of Suitability (no longer than 1,000 words) explaining how you consider your personal skills, qualities and experience evidence of your suitability for the role, with particular reference to the criteria in the person specification. Please add this at the front of your CV

Interviews: W/C 22nd August 2024 and W/C 29th August 2024

The interview will take place virtually via Microsoft Teams. Further details will be released to candidates who are successful at shortlist.

Where specific UK qualifications are required we will take into account overseas equivalents. All third party applications will be forwarded to Page Personnel.