Notting Hill Genesis
Resident Communications Manager
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About the Role
As Resident Communications Manager, you'll lead NHG's multi-channel resident communications, informing and engaging residents about 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, you'll produce empathetic, engaging content that builds trust with residents across digital, print and community channels, and lead resident communications during critical incidents.
What You'll Do
- Deliver a multi-channel resident communications strategy, working across the business to inform and engage residents
- Devise and deliver communication plans to support residents affected by large-scale relocation and building remediation programmes
- Devise and deliver resident-facing campaigns in line with NHG's strategic objectives
- Listen and act on resident feedback, building trust and aligning campaigns with resident-centred responses
- Keep all relevant channels updated with timely, accurate information, with close attention to detail
- Create and distribute digital, print, video and social media materials that reflect the diversity and differing communication needs of residents across products and tenures
- Organise and deliver resident events linked to incident management and key campaigns, briefing executives and other representatives as needed
- Work with operational teams and colleagues across directorates to ensure consistent messaging and that resident voices are heard at every level
- Lead crisis and incident response communications, ensuring they promote and protect NHG's reputation
- Role model inclusive, values-led collaboration and keep up to date with NHG and statutory policies, including health and safety and financial regulations
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What You'll Bring
- Experience delivering effective multi-channel resident or customer communications, ideally in a large, complex, public-facing organisation
- Strong experience leading incident and crisis communications in a customer-facing context
- Experience designing and delivering strategic customer-facing campaigns
- Relevant recent experience in an in-house role, agency or public sector service delivery organisation (housing sector experience isn't required)
- Experience designing and delivering customer-facing engagement events
- A track record of positive storytelling that engages and builds trust
- Experience as a collaborative business partner, able to take ownership of major programmes and work autonomously
- Excellent written, verbal and visual communication skills, with the ability to distil complex issues into clear, compelling messaging for residents across different tenure types
- A strong eye for accuracy and consistency, and the tenacity to get answers from the business
- Political awareness and confidence working with senior stakeholders
- A critical thinker with an eye for detail and a radar for risk, able to anticipate reputational issues before they emerge
- Ability to work across functions to deliver solutions that support NHG-wide goals
- Digitally savvy, resilient and agile, and comfortable in a fast-moving, regulated environment with constant political and media attention
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Nice to Have
- Experience in a regulated and complex environment
- Experience working in the housing sector
What's in it for You
You'll find plenty of opportunities to grow at NHG, with a wide range of learning opportunities to help you reach your potential. Benefits include:
- Excellent annual leave and flexible working opportunities
- Generous pension scheme
- Enhanced maternity, paternity and adoption pay
- Employee assistance: free, confidential advice and counselling
- Health cash plan
- Staff discounts on retailers, gyms, restaurants, days out, insurance and more
- Interest-free loans (season ticket, tenancy deposit and training)
- Cycle to work scheme
- Life assurance at 4x annual salary
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