Customer Communications Planning Lead

Location Coventry, CV3 2SU
Hours 36.25 hours
Salary £30,960 - £34,400
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 organised Communications Planning Lead to own our customer communications calendar and to develop our operational processes around the briefing, planning, resourcing and sign-off of all customer communications. You may either come from a communications or marketing background or from a projects background.

You will work closely alongside colleagues in our operational teams as well as our communications and marketing team to ensure that work is planned in to meet both resourcing requirements of the team but also to drive a customer first approach. You’ll be able to develop workflows and process maps that outline our customer journey and the communication touchpoints and will own the end-to-end customer journey.

We want to ensure that our customer communications enhance our overall customer experience by ensuring the delivery of key service messages are aligned to our customer promise, our wider narrative and all relevant customer offers and promotions.

You will also implement and undertake customer communications audits to ensure adherence to tone of voice, enhance quality, identify improvements and training needs across the business.

What will help you make a difference.

You will be a critical thinker with good analytical and problem-solving skills with the ability to think creatively, strategically and project plan.  It is hoped that you will have applied this experience in a marketing or communications capacity or be able to apply project management experience in a communications lead environment.

  • Ability to demonstrate a clear understanding of the requirements of target audience and to plan communications that meet required outcomes
  • Experiencing of designing processes and workflows that enhance the customer journey

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.