Senior Customer Communications Manager

Job title – Senior Customer Communications Manager
Location – Ealing, London W5 (1 day per week in office)
Contract – 2-3 month Fixed-Term
Hours – Full time 35 hours per week
 
The Role Summary
We’re seeking an experienced Senior Customer Communications Manager to join a leading housing group on an interim basis for approximately 2–3 months. This role will provide crucial support to the Customer Communications function during a period of planned absence.
You’ll take ownership of delivering high-quality, customer-focused communications across multiple channels — ensuring the Group’s reputation is maintained and customers are engaged, informed, and supported through clear, consistent messaging.
This is a great opportunity for an experienced communications professional to step into a key leadership role, working across a variety of campaigns, channels, and operational communications projects.
Key Responsibilities
Customer Communications

• Lead and deliver customer communication and marketing projects across the Group to ensure consistent and high-quality customer experiences.
• Develop and implement customer communications strategies, projects, and procedures from inception through to delivery.
• Plan and manage a diverse range of communication activities, including:
  • Customer information materials (newsletters, handbooks, digital and printed collateral)
  • Digital and social content, ensuring accessibility and Plain English standards
  • Creative, multi-channel campaigns to support customer engagement and retention
  • Operational communications — both BAU and change-related, supporting business transformation initiatives
• Develop and maintain strong partnerships with internal teams, providing expert communications advice and influencing change.
• Uphold and champion brand integrity, ensuring consistent tone, identity, and presentation across all channels.
• Manage relationships with creative agencies and suppliers, ensuring high standards and value for money.

Team & Project Management

• Support the Head of Customer Communications with the day-to-day management of the team.
• Deputise as needed, providing leadership and guidance across the function.
• Oversee approvals of communications materials and ensure quality standards are met prior to publication.
• Contribute to performance monitoring, reporting, and continuous improvement within the team.

Requirements
Essential Skills & Experience:

• Experienced communications professional with a background in customer communications, marketing, or public engagement.
• Strong project management skills with the ability to balance multiple priorities in a fast-paced environment.
• Excellent written and verbal communication skills with a strong attention to detail.
• Confident in managing stakeholder relationships and influencing senior teams.
• Experience within the housing, public sector, or regulated industries would be an advantage.

 
If you are interested in this position and meet the above criteria, please send your CV now for consideration.

If you require any additional information regarding the position, please call Lewis at Service Care Solutions on 01772 208 966 or send an E-Mail to lewis.hodson@servicecare.org.uk