Content Lead - Customer Communications

Location Coventry, CV3 2SU
Hours 36.25 hours
Salary £30,960 - £34,440
Contract Permanent
Division Customer Services

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 belief in people and what they can achieve.

Your role at Orbit.

We’re looking for a highly effective Content Lead to deliver improvements to all written customer communications online and offline channels.  You will work across our diverse business engaging with key stakeholders and customers to communicate clear narratives that help explain complex subjects and operational processes, focussing on what is most important to our customers whilst promoting our vision, values and customer promise.

You will support in the planning, development and implementation of our tone of voice, style guides, templates and training materials across a range of customer communications to ensure consistency of usage by operational and contractor teams and across all identified channels.

The Content Lead will support the Customer Communications Manager to establish the appropriate levels of approval for customer communications including direct mail, email, SMS text, telephony scripts and contractor communications.

You will work alongside members of communications, marketing, customer engagement and operational teams to ensure a consistent approach to how we communicate with customers.  Promote and deliver training and associated materials that support and upskill operational and contractor teams in delivery of effective customer communications that adhere to tone of voice guidelines and principles

What will help you make a difference.

You will have the ability to write high quality communications with for a variety of audiences and with experience of producing customer focussed collateral.  Experience of developing communication and marketing strategies and using digital and print media to engage customers

  • Critical thinker, good analytical and problem-solving skills, and ability to think creatively, strategically and project plan.
  • 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 The ability to inspire confidence with a wide range of stakeholders including customers, contractors, operational teams and senior leadership.
  • Excellent time-management and organisational skills
  • Exceptional attention to detail and accuracy

We know that an inclusive environment makes us more accessible and ensures we attract, engage, promote and retain great people. We welcome applications from all individuals regardless of background, age, gender/gender identity, sexual orientation, ethnicity/nationality, religious belief, faith or disability.  As part of our Armed Forces Covenant commitment, we welcome ex-services professionals to consider career opportunities at Orbit.

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, customer and personal needs. Agile working arrangements will be discussed during the interview process.

Some of our core benefits include:

  • 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 heart of everything we do. We continue to create a culture that celebrates diversity and an environment where everyone feels able to contribute towards achieving together.

We support our colleagues to be at their best through our wellbeing programme #ThisIsMe, our corporate learning programme, opportunities for professional development, our innovative approaches to making the world and our homes a greener place and our leading reward and recognition package. Because of this our people tell us Orbit is a great place to work for.

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 45,000 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 more profit 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.  Click the link to apply:

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.