Housing Trust – Stakeholder Communication/Engagement Officer

Black Cherry Recruitment Ltd

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My client is a housing trust that is looking for a Stakeholder Communication/Engagement Officer to deliver high standards of external stakeholder engagement and communications activities for the housing trust. Working within the wider Communications Team, the role will include ensuring our customers are kept informed and conversely are listened to, enabling them to affect the trust’s decision-making. You will also ensure the trust’s messages are communicated through to customers using a variety of communication channels appropriate to them. A crucial part of this role will be supporting our customers to tell their stories, bringing their voices to the forefront of our business and wider community.

This is a role for an innovative, confident communications professional with excellent interpersonal skills and the ability to communicate effectively with customers and colleagues alike. You will require considerable initiative, a proactive approach and excellent organisational skills.

You will need to develop an understanding of our customers, including their needs and communication preferences, particularly those that are hardest to engage with. This will be essential in communicating and engaging effectively, especially in light of the challenges that affordable housing faces.

You will be expected to keep up to date with technological advances and developments in best practice, particularly around e-communications and effective engagement. Similarly, you will need a good understanding of internal and external communications providing creative solutions and practical advice to colleagues. You will be a champion for good communications within the organisation.

Responsibilities will include.
• Develop ongoing team/service specific communications plans to support the SAM keeping informed, using customer insight to identify the most appropriate communications channels and messaging, including looking at digital first, as well as existing customer touch points across the Trust
• Deliver targeted communications suitable for use across all the trust’s owned channels (letters, emails, text messages, and online content including video).
• Work with colleagues to develop innovative trials to test different communication approaches (including video content and infographics) and behaviour change techniques to reduce operational cost.
• Lead on the development of call script content ensuring customers receive a common experience across digital, telephony and written communication channels.
• Deliver a programme of activity to ensure communications channels are fit for all audience segments. In particular producing new bite size online, video, infographic and easy reach content for audiences who are more challenging to engage with.
• Using customer insight critically evaluate the customer journeys to recommend the most appropriate communications channels and messaging, including looking at digital first, as well as existing customer touch points across DWP channels (letters, sms, emails, call scripts).
• Working with colleagues lead internal communications plans to deliver changes into the live operational environment, including change projects
• Evidence of having improved employee and external stakeholder engagement through effective communications
For more information please contact Helen Salt on Helen@blackcherryrecruitment.co.uk or 0161 228 7239.

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