Customer Communications Manager (FTC 6 months)

at  Grosvenor Group

Working with and for thousands of residents and businesses in central London, we believe in putting the customer at the heart of everything we do.
For our Operations Team this means ensuring that required regulatory and other communications relating to property management are clear, timely and delivered through the channels most appropriate for our customers.
As we continue to evolve, we must ensure these communications enhance customer relationships and satisfaction, drive business objectives, and safeguard our reputation.
After an internal review of our communications, we have identified a number of required improvement activities which we need a communications specialist to support us in implementing. This contract role is an exciting opportunity to help shape the future of our customer engagement and communication and make a real impact in our transformation journey.
As well as ensuring that we plan for the skills we need in house to embed the changes made.
Key Responsibilities

Deliverables

• Use the review that has already been undertaken to begin the transformation of our customer communications, addressing the challenges identified and highlighting other areas for further development.
• Evaluate our needs for unified and high quality customer communications, proposing and delivering improved processes and templates using existing channels, including:
• Mapping our customers and the touch points and communications required to help our teams to deliver an exceptional service.
• Identifying and creating easy to use standardised templates for regular and one off communications through different channels (email, letter, our website and digital portal, etc..) including all communications required by law.
• Creating a plan for collating and communicating additional stories that will enhance customers’ understanding and appreciation of the broader services and support they receive from the Property Management team.
• Working collaboratively with Grosvenor’s brand, communications and London Estate and marketing teams to gain buy in for the strategy and ensure it adheres to Grosvenor’s policies and brand guidelines.
• Set the team up for future success and continued use of the new processes and templates.
• Evaluate the wider team’s communications capacity and capability.
• Identify training requirements and build a plan to support the development of key skills over the short and long term with the senior team.
• Set in place and handover a process for managing the new processes and templates
• Put in place a reporting mechanism to ensure the team can report on the impact of the new processes/templates.

Measures of success

• Delivery of the communications improvement plan.
• A decrease in the number of queries raised because of communications being issued.
• An increase in customer satisfaction scores relating to frequency, style, and quality of communications.

Key Requirements

• Experience in customer communications in a property context across residential, retail and office sectors.
• Strong project management skills and the ability to manage multiple tasks simultaneously
• Ability to create clear, concise communications and advise on use of plain English and accessibility of communications.
• Capable of planning/creating communications plans and templates for multiple channels including e.g. website and email applications, letters, leaflets and handouts.
• Working and managing with third parties to create sharable video content
• Able to work collaboratively across teams and synthesise and prioritise information.
• Experience in multiple communication systems that will support the identification of tools needed to improve ongoing communications.

We know flexibility is important and take a hybrid approach to working, please contact us for further details.
Grosvenor is proud to be a Disability Confident Committed employer. If you would like to speak with us for more detail, please contact
grosvenor.recruitment@grosvenor.com
We want you to have every opportunity to show us your strengths. There are adjustments available for our process, please contact us on
grosvenor.recruitment@grosvenor.com
to discuss.
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Please refer the Job description for details