Communications Manager

Orbit is a fantastic business and one that’s really going places.

Orbit was formed in 1967 with the aim of providing good-quality housing for people who would otherwise not be able to afford to buy their own home.

Over 50 years later, we’re one of the leading housing providers in the UK.Our services have diversified, our housing portfolio has expanded, and our reputation as an innovator within our sector has grown.But one thing that has never changed.Our beliefin people and what they can achieve.

**Your role at Orbit.**
We are looking to recruit a Service Communications Manager into our Customer Communications team. In this role you will oversee a small but highly productive team, responsible for the end to end management of all customer communications relating to the serviceswe provide. The team prides itself on taking complex information and making it easy to understand whilst ensuring that our communications are timely, accurate and focus on what is most important to our customers.

You will also ensure that our customer brand, Customer Promise and service communications are integrated and that our message and tone is consistently delivered across offline, digital and verbal communications, and with teams based centrally, locally oroutsourced.

Your key duties will be to:

- Ensure that delivery of communications is customer-led, working closely with Customer Engagement and Research and Insight
- Lead a Customer Communications Scrutiny Group to ensure the communications programme reflects our Customers’ priorities
- Commission customer focus groups to gain feedback
- Plan and deliver end to end service communications including journey mapping
- Prioritise and manage incoming briefs, challenging where appropriate and presenting options to stakeholders
- Ensure scheduling and volume of information is appropriate
- Work with a variety of customer-facing teams to ensure that service communications are joined up
- Manage content quality including tone of voice, production of copy and implementation of a reading ease score
- Play a key role in managing customer communications for potentially difficult and complex situations
- Work as part of our Incident Management structure with the flexibility to respond to situations outside of working hours
- Respond appropriately to different audience with often conflicting priorities
- Line manage two Content Leads
- Build and maintain effective relationships with internal and external stakeholders
- Be accountable for performance and the achievement of targets, goals and objectives

**What will help you make a difference.**

To be successful in this role of Service Communications Manager you will need to have first class interpersonal skills as you will need to build lasting relationships, collaborate and work effectively across multiple groups.

It is also essential that you have:

- Proven leadership of small teams
- Good analytical and problem solving skills with the ability to think creatively and strategically
- Experience of developing communication / marketing strategies
- Ability to write high quality communications for a variety of audiences
- Ability to inspire confidence with a wide range of stakeholders
- Educated to degree level with a relevant professional qualification or appropriate experience
- Ability to be professional when under pressure and dealing with complex and difficult situations
- Passion to deliver customer service excellence

**Why Orbit?**
**Rewarding your contribution.**

For those who want or need more of a work life balance our view is that this role is suitable for WorkSmart. This means we would consider a more flexible working arrangement, where your hours and work location are managed according to business, customerand personal needs. Agile working arrangements will be discussed during the interview process.

Some of our core benefits include:

- Group bonus potential up to 15% of salary
- 27 days annual leave plus bank holidays and the “Orbit day”
- Private medical insurance
- Excellent contributory pension scheme
- Life assurance
- A great pick and mix of flexible benefits including the option to buy and sell holiday and much more

**Our culture and purpose.**

We know that great people are central to achieving our ambitions and as such we want everyone to have a voice and make a positive difference.We are proud to be a Sunday Times 100 Best Companies to work for, this demonstrates we place people at the heartof everything we do. We continue to create a culture that celebrates diversity and an environment where everyone feels able to contribute towards achieving together.

At Orbit, our people are enthusiastic and passionate about making a real difference to our customers and communities. We are one team where everyone is connected and encouraged to have the freedom to think differently.
Each year we build many new affordable homes and manage a total portfolio of around 46,500 properties.Over 100,000 people live in an Orbit home and our innovative approach empowers every one of them to grow and thrive.We are commercially driven. The moreprofit we make, the more we invest into the communities that we work for, improving services and playing a key role in driving UK housing growth.

**Work for Orbit.Believe in people.**
We have so much more that we’d like to share with you so please submit your CV demonstrating the value you could bring to Orbit.