Orbit Group
Customer Communications Officer
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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 be recruiting for a Customer Communications Officer to join our team. The purpose of the role is to contribute to our ambition of providing amongst the best customer experience of any housing association in the UK by 2030.
The Customer Communications Officer will be responsible for creating and delivering customer-centric communication across both service communications (approximately 70%) and marketing and brand communications (approximately 30%).
You will manage the production of high-quality content, which is focused on what is most important to our customers whilst promoting our vision, values and Customer Commitments. You will also support the team with crisis and issues management, and be part of our Out of Hours team.
What you'll achieve
Content creation and implementation
- Create high-quality, customer-focused content and campaigns for multiple channels, to promote Orbit and its services, driving awareness, understanding, and positive behavioural change.
- Create and deliver multi-channel communications and campaigns which promote Orbit and its services, driving awareness, understanding, uptake and behavioural change; and building trust and positive perceptions.
- Ensure all content is created to a high standard, is customer-centric, and reflects Orbit’s tone of voice. Working with Orbit’s in-house team where possible, manage the sourcing or commissioning of films, photography, animation and visuals, ensuring assets created are representative of Orbit’s customer base.
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Brand
- Be a leading brand advocate across all customer communications activity. Ensure that all customer communication content promotes our vision, values and Customer Commitments.
Crisis and Issues Management
- Participate in the Out of Hours Rota and support with crisis communications and incident management as required, spanning customer, colleague and media channels
Reporting
- Measure the effectiveness of the content, campaigns and communication activity, producing reports with actionable learnings to drive continual improvements.
What you'll bring
Essential skills
- Educated to degree level or equivalent with a relevant professional qualification, or appropriate experience in developing communication and marketing campaigns using digital and print media to engage customers
- Experience in crisis communication and issues management.
- Experience working with external agencies and suppliers
- Proficiency in using communication and marketing tools and platforms and confident user of the Microsoft Office Package - particularly Word, Excel and PowerPoint
- Critical thinker, good analytical and problem-solving skills, ability to think creatively, strategically and project plan - and to manage multiple tasks and priorities.
- Ability to demonstrate a clear understanding of requirements of target audience and how to tailor content appropriately, taking into account the channel and required outcomes.
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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:
- Online application
- Interview(s)
- Decision and offer
We put the safeguarding of our customers, colleagues and contractors at the heart of everything we do and as such, certain roles will be subject to a DBS check.
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