Department: Marketing & Communications
Reports To: Manager – Customer Communications
Directly Responsible For: No direct reports
Hours: 37 hours per week
Overall team / department purpose
- The Marketing & Communications team is responsible for ensuring that our business has a dynamic, proactive and engaging marketing and communications strategy in place, which protects and enhances our businesses reputation, communicates effectively with customers and colleagues and promotes business products and services.
- The team act as ambassadors for the brand and with all associated activities being planned, managed and delivered to fully support our business Vision, Values and Corporate Plan.
Key role priorities
-This role will work with the team to deliver customer focused communications, bespoke to the needs of the customer and to the channels they use, always ensuring consistency across all platforms. With strong organisational skills and attention to detail, they’ll write copy for a variety of platforms, coordinate events and deliver activity that raises brand awareness.
- This role will support the Customer Communications Manager and will be responsible for the operational delivery of our annual customer communications plan
- This role will work to make sure that all customer communication, including letters, targeted customer communications content (digital and tactical) and other communication activity is customer focused, relevant and on brand.
- The role holder will take the lead of the production of our bi-annual customer magazine – planning and writing articles and delivery.
- The role holder will stay up to date with changes in the regulatory demands of our customer communication function and make sure our approach reflects and addresses the evolving requirements.
- The role will support with activity that be responsible for developing and shaping the customer perception of our brand and our impact on the people and communities that we support.
Key working relationships
- The role is required to work in a collaborative manner with colleagues across the Marketing & Communications Team to deliver an efficient and effective communications service and acts as a first point of contact for communications-related enquiries from our business.
- The role will be required to build close working relationships with internal stakeholders across our business, particularly with our customer facing teams.
- Externally, the holder may need to liaise with external agencies and suppliers in completing certain elements of work and is a key point of contact for external communications enquiries.
Main duties & responsibilities
- Responsible for the for the operational delivery of our annual customer communications plan
Including customer focused campaigns, leaflet and collateral creation and distribution, event delivery and other customer focused content.
- Support with the production of well written and relevant copy for a full range of communications materials for print and on-line use including websites, social media content, blogs, and other appropriate digital communication content
- Create inspiring and engaging customer case studies – bringing to life the positive impact that our work, our colleagues and our business have on our customers and communities.
- Manage the creation and distribution of our quarterly customer e-newsletter
- Co-ordinate content for the production with the creation and delivery of our bi-annual customer magazine – planning and writing articles and supporting with the overall production.
- Support with the delivery of our business’ marketing and communications strategy and wider operational delivery plans.
- Responsible for the management of all promotional items for customer communications purposes – stock levels, creation, storage and production
- Act as the Customer Communications representative in any relevant internal or external stakeholder groups where appropriate.
- Along with other members of the wider Marketing and Communications team – monitor the Marketing email inbox for any relevant customer communications enquiries or opportunities.
- Proactively research and benchmark best practice for social housing customer communications content, channels and tools and share this information with the Customer Communications Manager and broader team where appropriate.
- Liaise with external agencies to deliver agreed elements of communications activity where appropriate, ensuring they provide value for money.
- Complete any other tasks commensurate with the level and nature of the posts as delegated by the role’s line manager.
Key measures of success
- Successful delivery of the quarterly customer e-newsletter – improving content engagement and success each quarter
- Successful delivery of the bi-annual customer magazine – tailoring content to evolving customer needs
- Successful delivery of the annual Customer Communication plan.
Livving our values
Livv’s a place with opportunities to grow. We believe in empowering you to make a positive impact in your own unique way. Our values embody what matters to us and show what it means to be Livv, together:
Making a difference daily
We invest in our people, our customers and in the creation of a fairer society.
Positively open
We’re open to feedback at all times, as we strive to deliver a first-class customer experience.
Forging the right way
We’re creating an inspiring road which others will want to follow.
Together as one
Our teams work on another level of cohesiveness to enable us to deliver better outcomes.
Each one of us
- listens to our customers and makes their needs a priority
- is committed to equality, diversity and inclusivity
- takes a flexible approach and works where we’re needed
- follows health and safety guidelines to keep ourselves, colleagues, and customers safe
- helps reduce risks by proactively communicating any potential issues to our line managers
- protects sensitive information by safeguarding customer, colleague and third-party data
- is guided by our policies, procedures and social aims
- is dedicated to continual learning and taking ownership of our personal and professional development.
Person Specification
E - Essential criteria / D - Desirable criteria
Education & Qualification
5 GCSEs (Grade 4 or above) including English and Maths or equivalent relevant qualification (E)
Relevant degree and/or relevant experience (D)
Experience
Creative and influential copy writing experience for a B2C audience (E)
Experience in delivering multiple communications plans simultaneously to a high standard (E)
Experience in creating and distributing B2C multi-media, customer led content that is engaging and accessible for our customers (E)
Development and delivery of publications and/or magazine production (Print and/or online) (E)
Development and maintenance of relationships with internal and external customers (E)
Marketing and Communications in a Social Housing setting (D)
Employment in Customer Service/Public facing organisation (D)
Skills, knowledge & ability
Highly effective communication skills (E)
Excellent written communication skills – creating influential and creative copy for on and offline platforms (E)
Ability to manage multiple projects and priorities at once successfully (E)
Exceptional attention to detail (E)
Ability to make decisions independently and know when to escalate – offering solutions to problems along the way (E)
Fully literate in key software packages for general communications and reports (E)
Design skills for content production (D)
CMS – WordPress/Umbraco or other (D)
Personal characteristics
Evidence of ongoing personal development (E)
Other
A flexible approach to hours worked (E)
Able to travel independently to other locations (E)
Agile Working
We operate an agile working policy, with colleagues expected to work from the office a minimum of one day per week, or more depending on business needs. For this specific role, working arrangements may vary — we recommend discussing expectations with the hiring manager during the interview process
Give Get Go
As part of our commitment to the Give Get Go Programme, we will ensure that applicants who meet all essential criteria, as defined in the person specification, will be guaranteed the opportunity to demonstrate their abilities at interview. Individual’s names will be confirmed with the Give Get Go Programme.
Should you wish your application to be considered under this scheme, please email us confirming this, along with your full name and the role you have applied for when you submit your application. Please ensure that you do this before the closing date for the vacancy.
Equality and Inclusion
Please visit here to read more about Livv inclusive and our approach to equality and inclusion.
Disability Confident
The Equality Act protects disabled people from discrimination, and we welcome applications from disabled people. The Equality Act defines a disabled person as someone who has a physical or mental impairment which has a substantial and adverse long-term effect, usually at least 12 months, on their ability to carry out day to day activities.
We will try to provide access, equipment, or other practical support to ensure that disabled applicants are not disadvantaged by their disabilities.
Data Protection
We fully recognise your rights under current Data Protection Laws and are committed to protecting the privacy and security of your personal information. We collect and process personal data relating to applicants to manage the recruitment process effectively, including for statistical purposes.
For full details please see our Job Applicant Privacy Policy.
If you require any additional support when completing your application, please contact us