Communications Content Specialist

6 months ago

Coventry, United Kingdom Orbit Group Full time

We’re building thriving communities as one of the UK’s largest housing groups and a leading developer of affordable housing.

We believe everyone is entitled to a good home they can afford, in a place they are proud to live. More than 100,000 people live in our homes.

If you want to experience work that’s truly rewarding, join us. Because when we achieve together, customers and communities thrive.

Work for Orbit. Believe in people.

**The role**

Orbit is delighted to announce that we are looking to recruit into the newly created position of Content Lead. In this role you will be working with the complaints teams to deliver written customer, MP and stakeholder complaint responses (based on information provided), including copywriting support for responses linked to complex, cases. Setting and upholding quality standards in our complaints responses and contributing to brilliant service recovery.

This role is part of Customer & Communities where you'll help us to lead the way keeping our promise to more than 100,000 customers.

**What you'll achieve**

Your key responsibilities will be to:

- Create written responses to customer, MP and stakeholder complaints (based on information provided by case handlers), setting and upholding the highest quality standards
- Create a standards playbook for complaint responses, based on existing brand guidelines and the evolution of our tone of voice guidance
- Create a standards playbook for complaint responses, based on existing brand guidelines and the evolution of our tone of voice guidance
- Support the creation of a framework which will help you to implement copy checking processes and the regular auditing of responses
- Help to identify individual training needs for the team and work with complaints team managers to make recommendations which will feed-in to individual training plans

**What you'll bring**

**Essential skills**
- Educated to degree level or equivalent with a relevant professional qualification or appropriate experience in communications
- Critical thinker, good analytical and problem-solving skills, and ability to think creatively, strategically and project plan
- Able to demonstrate a clear understanding of how to tailor content appropriately taking into account the channel and required outcomes
- First class interpersonal skills - empathetic, highly collaborative, able to build relationships and work effectively across groups

**Desirable skills**
- Confident user of the Microsoft Office Package - particularly Word, Excel and PowerPoint
- Able to inspire confidence with a wide range of stakeholders including customers, operational teams and senior leadership

**Why Orbit?**

Choosing us means being rewarded in every sense.

Here’s what you can expect to enjoy with us.

**A rewarding experience that works for you**

We strive to create an inclusive experience with benefits and wellbeing programmes designed to help you, and your loved ones, to thrive. For a better work life balance, we offer flexible working opportunities for many roles.

**A place to progress**

From training programmes to professional qualifications, we provide opportunities to learn and develop at every stage of your career. Whether you’re a student, graduate or experienced professional we’ll support you to grow.

For leaders, our tailored development journeys are designed to stretch and strengthen your leadership skills. As well as practical training, we give you access to renowned business schools and experiential programmes for greater breadth and depth of learning.

**A purpose to feel proud of**

We’re proud to make a difference to people together. We’re values-driven with a commercial focus on performance - because the more profit we make, the more we can achieve for people.

What brings us together is a passionate belief in progress and people.

Read more about the values and purpose that drive us on our careers website.***

**How we hire**

We aim to make our hiring process simple and fair:

- Interview(s)
- Decision and offer

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