Senior Customer Communications Manager

Overview

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
The role involves providing crucial support to the Customer Communications function during a planned absence, delivering high-quality, customer-focused communications across multiple channels to maintain the Group's reputation and keep customers engaged, informed, and supported through clear, consistent messaging. This is a leadership role working across campaigns, channels, and operational communications projects.

• 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.

• 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 with in 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 (phone number removed) or send an E-Mail to (url removed).