Location
London Borough of Islington

Hours
Full Time

Salary
£83,875 per annum

About the Role
As Resident Communications Manager, you will lead NHG's multi-channel resident communications, informing and engaging residents with our plans for investment in existing homes, new housing delivery, and our response to the UK's housing crisis. Reporting to the Head of Resident Communications, you will produce empathetic, engaging content that builds trust with residents, working across digital, print, and community channels, and leading resident communications during critical incidents.

Your responsibilities will include delivering a multi-channel resident communications strategy collaboratively across the business to inform and engage residents; devising and delivering communication plans to support residents impacted by large-scale relocation and building remediation programmes; and creating resident-facing campaigns aligned with NHG's strategic objectives.

You will listen and act on resident feedback to build trust and ensure communication campaigns are resident-centred, update all relevant channels with timely and accurate information, and create and distribute materials across digital, print, video, and social media platforms that reflect the diversity and differing communication needs of residents.

Additionally, you will organise and deliver engaging events with residents, work collaboratively with operational teams to ensure consistent messaging, lead crisis and incident response communications to protect NHG's reputation, and role model inclusive, values-led collaboration while keeping up to date with relevant policies including health and safety and financial regulations.

This role offers the opportunity to make a meaningful impact within a large, not-for-profit housing organisation committed to addressing the UK's housing challenges.

Experience
- Delivering effective multi-channel resident/customer communication strategies, ideally within large, complex public-facing organisations.
- Leading incident and crisis communications in a customer-facing context.
- Designing and delivering strategic customer-facing campaigns aligned with business objectives.
- Experience in-house, agency, or public sector service delivery roles with strong ability to apply insights and learn quickly.
- Designing and delivering customer-facing engagement events.
- Delivering positive storytelling via appropriate content that engages and builds trust.
- Collaborating effectively as a business partner, taking ownership of major programmes and working autonomously.
- Excellent written, verbal, and visual communication skills, able to distil complex issues into clear, compelling messaging for diverse resident audiences.
- Strong attention to accuracy and consistency in communications with tenacity to obtain necessary information.
- Politically astute and confident working with senior stakeholders.
- Collaborative, organised, motivated by impact.
- Critical thinker with strong risk awareness and ability to anticipate reputational issues.
- Ability to work cross-functionally to deliver solutions supporting NHG-wide goals.
- Digitally savvy, resilient, and agile in a fast-moving, regulated environment with political and media scrutiny.

About you
- Passionate, enthusiastic, and talented individual committed to great service.
- Collaborative and values-led with a focus on trust, accountability, and inclusion.
- Motivated by the opportunity to make a meaningful impact.
- Comfortable working in a regulated, politically sensitive environment.

Qualifications
- Pending legislative changes, this role may require a professional qualification to demonstrate competence.
- If not already qualified, there may be an expectation to study towards a relevant professional qualification.

Desirable
- Experience within regulated and complex environments.
- Experience working within the housing sector.