Castlefield are currently working with a regional housing association who is looking for a Communications Officer to join their team. In this role you will be leading on communication with colleagues and customers on behalf of the building safety department. Support in the development of a communication strategy. Manage reactive communication on repairs, compliance and incidents and work collaboratively with key stakeholders to keep customers and colleagues up to date. Support communication on key incidents to colleagues and customers and work with partner organizations. Support developing documentation, literature, and feed into campaigns etc.
Overview:
- Plan, organize 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 colleagues literature and promotional material to market their services and keep customer informed and ensure that it is distributed effectively to targeted audiences.
- Utilize 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.
- Attend events organized for customers, partners and external agencies and support the building safety team on customer engagement events.
- Support team leader and manager on staff comms, including staff newsletters, monthly updates, and reactive communications.
- To support the Team leader, develop, implement, and maintain all systems within Customer Services team.
- Support the Customer Resolution team leader communicate with customers on complaint cases and the outcome of complaints to customers and liaise with colleagues and 3rd parties to obtain relevant information and updates.
- Review lessons learned from enquiries, complaints, and work with teams to develop proactive communications to reduce contacts etc. and support on customer complaints where required.
- Build sustainable relationships and engage customers, stakeholders, and colleagues by going the extra mile and role modelling their Way values
- Deal with enquiries from customer in relation to outstanding works and provide reactive updates to customers including repairs, compliance, and remedial works.
- Undertake investigations to obtain updates from colleagues, external suppliers and 3rd party partner organizations and update customers.
- Incident management and business continuity – inform customers
- Provide a supporting role on their internal website, RIC and updating content.
Skills required:
- Experience of working within a customer service or safety environment dealing with customer contacts and communications.
- Customer focused with excellent written Strong phone and verbal communication skills along with active listening and the ability to work at all levels within the business
- Knowledge of communication channels and methodology to provide proactive communications and reactive communication to colleagues and customers.
- knowledge Contact relationship management systems (CRM) and social media channels.
- Customer focus and adaptability to different personality types
- Ability to multi-task, set priorities and manage time effectively
- Experience of producing internal communications and briefings to deliver key messages