Job Title:
Customer Communication Officer (Fire)
Contract Type:
Permanent
Salary:
£36,050.39 (£39.676.95 is achieved after 12 months successful performance in the role)
Working Hours:
Full time 35 hours per week
Working Pattern:
Monday to Friday - hybrid working
Location:
Liverpool
If you share our values and are excited about making a significant impact at Riverside, please ensure you attach a current CV and covering letter. At Riverside we recruit to potential not just on skills and experience, so we encourage you to apply even if you don't meet all the essential criteria on the job description.
The difference you will make as a Customer Communication Officer (Fire)
You will lead on communication with colleagues and customers on behalf of the Building Safety Department in relation to requirements under Building safety Act and Fire Safety Regulations. Support in the development of a Communication Strategy. Manage proactive & reactive communication on outcome of fire safety inspections, informing customers of any risks identified, any protective measures in place and other key prescribed information. Support communication on key fire safety matters including annual fire safety information. Support developing wider corporate communication campaigns.
About you
We are looking for someone with
- Knowledge of communication channels and methodology to provide proactive communications and reactive communications to colleagues and customers.
- Previous experience working within building safety in the housing industry.
- Experience producing internal communications and briefings to deliver key messages.
- Enhanced letter writing skills with the ability to adapt information for the audience.
- A proven track record of delivery in a demanding and fast-paced environment.
Why Riverside?
At Riverside, we're a housing association with a difference – enhancing the everyday for all our customers. For 90 years, we've been revitalising neighbourhoods and supporting communities by providing the homes they need to live full, fulfilling and rewarding lives.
We have a portfolio of over 75,000 affordable residential and retirement homes across the UK. Our work ranges from homelessness services to social care, employment support to retirement living, and we need the best people on board to help us.
Working with us, you'll enjoy:
- Competitive pay & generous pension
- 28 days holidays plus bank holidays
- Flexible working options available
- Investment in your learning, personal development and technology
- A wide range of benefits
Diversity and Inclusion at Riverside:
We are inclusive. At Riverside, we value diversity in all its forms. We foster a workplace where all individuals are respected, empowered, and heard. Our commitment to inclusivity drives our success and enriches the lives of our customers and colleagues.
This role also falls under our Ethnic Diversity guaranteed interview scheme. If you are Ethnically Diverse and demonstrate you meet the minimum criteria for the role you will be guaranteed an interview.
Applications may close before the deadline, so please apply early to avoid disappointment.
Role Profile
- Lead on communication with colleagues and customers on behalf of the Building Safety Department under s156 Building safety Act 2022 and Regulation 9 fire safety regulations 2022.
- Review content of safety information, support translation to customer friendly language and issue written and online communications to customers following fire safety inspections with support of technical officers.
- Attend events organised for customers, partners and external agencies and support the building safety team on customer engagement events.
- Support the Building Safety/Fire team and Building Safety Communications Manager to identify learnings/trends from queries that result in continuous service improvement.
- Support the Building Safety Communications Manager with Member enquiries.
- Provide support with incident management and business continuity, keeping customers informed at agreed intervals.
- Plan, organise and manage marketing campaigns, promotional events, and projects from conception through to completion, in line with agreed requirements and corporate brand guidelines.
- Support in the development of customer and colleague literature and promotional material to market our services and keep customer informed and ensure that it is distributed effectively to target audiences.
- Utilise appropriate and available communications channels to ensure key messages reach target audiences at agreed intervals, in line with corporate guidelines.
- Build and maintain positive relationships with customers, colleagues, partners, and external stakeholders.
- Support manager on staff communications, including staff newsletters, monthly updates, and reactive communications.
- Provide a supporting role on our internal website, RIC and updating content.
- Undertake mail merges and issue communications to residents.
- Adherence to GDPR and high-level data management.
- Escalate any serious incidents/issues as per company policy.
Person specification
Knowledge, Skills and Experience
Essential
- Knowledge of communication channels and methodology to provide proactive communications and reactive communications to colleagues and customers.Previous experience working within building safety in the...