Customer Engagement & Communications Lead

Are you an experienced customer communications and engagement professional looking for an opportunity to shape how customers interact with a business?

We're looking for a Customer Engagement & Communications Lead to take ownership of our customer communications and engagement strategy, helping us deliver clear, accessible and engaging communications that improve the overall customer experience.

This is a varied leadership role where you'll oversee customer communications, engagement programmes, digital adoption and content standards, while leading and developing the team. You'll also have the opportunity to explore how AI, automation and smarter processes can improve the way we communicate with and support our customers.

What You'll Be Doing

• Leading and developing our customer communications and engagement strategy, ensuring it supports customer experience priorities and wider business objectives.
• Overseeing customer communications, campaigns, resident engagement activities and digital content, ensuring everything we produce is clear, accessible, accurate and customer focused.
• Leading, coaching and developing the Customer Engagement & Communications team, setting clear objectives and creating a collaborative, high-performing culture.
• Using customer insight, feedback and performance data to identify opportunities to improve communications, customer journeys and service delivery.
• Working collaboratively across Technology, Digital, Customer Service and Operational teams to identify opportunities for process improvement, automation and AI.
• Developing engagement initiatives that increase customer participation and digital adoption, while measuring their effectiveness against agreed performance measures.
• Championing a customer-first approach and continuously looking for ways to simplify processes, remove customer pain points and deliver better outcomes.

What We're Looking For

We're looking for someone with:

• Strong experience within customer communications, customer engagement or customer experience, ideally within a leadership role.
• Previous people management experience, with the ability to coach, develop and motivate others.
• Excellent written communication, content design and stakeholder management skills.
• Experience of developing communication standards, governance and effective processes.
• A strong continuous improvement mindset, with experience of transformation or business change and using data and KPIs to drive measurable improvements.
• An understanding of how AI, automation and emerging digital technologies can enhance customer communications and experiences.
• The ability to balance customer needs alongside operational, regulatory, compliance and commercial requirements.

What does RMG have to offer you?

You'll not only be joining a thriving market leader where you'll benefit from working alongside some of the best people in the industry, you'll also receive a superb package of company benefits, including:

• 27 days' holiday plus all Bank Holidays
• The option to buy or sell up to five days' annual leave each holiday year
• Healthcare cashback plan, allowing you to reclaim towards costs such as optical treatment, dental care, physiotherapy and GP charges
• 24/7 access to remote GP services
• Sponsorship for study and professional qualifications, including up to four study days
• Pension scheme with contributions matched up to 7%
• Life assurance of four times your annual salary
• Access to Our Place Rewards, offering shopping discounts, in-store vouchers, reloadable e-cards, cashback on online purchases and a range of exclusive offers

What's next?

If you meet the criteria and are ready to make the next step in your career then apply following our simple 5 minute application process, upload a CV and a supporting statement which demonstrates how you meet the requirements of the role. If you have any questions please email the recruitment team

As part of our commitment to diversity and inclusion, we offer a guaranteed interview to candidates who are disabled, neurodiverse, or have served in the Armed Forces, provided you meet the essential criteria for the role. If you would like to be considered under this scheme, please indicate this in your application.

We are committed to creating an inclusive and accessible recruitment process. If you require any reasonable adjustments to support your application or interview experience, please let us know. We're happy to work with you to ensure you have the opportunity to perform at your best.

If you are a Places for People customer and you're looking for support with your application, please contact our skills and employment team on

Please note that we may bring the closing date forward, if we receive a large number of quality applications. If you are interested in this role we would advise applying immediately to avoid disappointment.

If you are using a mobile device such as an iPad then ensure your CV is stored in the cloud, we currently support Google Drive, OneDrive and Dropbox.

W e understand the importance of a supportive and inclusive work culture so please talk to us at interview about flexibility you may need. We can't promise to give you exactly what you want, but we promise not to judge you for asking. For this role we are open to discussing the possibility of reduced hours, flexible start and finish times or compressed hours.

If you are a recruitment agency please note we operate a PSL and do not take cold calls

Safeguarding

At Places for People, safeguarding is everyone's responsibility. We are committed to creating safe communities for our customers and colleagues by protecting children, young people, and adults at risk from harm, abuse, and neglect.

We follow robust safeguarding policies and procedures, ensuring all employees, volunteers, and contractors uphold the highest standards of safeguarding and accountability. Our recruitment process includes pre-employment checks, including Disclosure and Barring Service (DBS) checks where applicable, to promote a safe and secure working environment.

By joining Places for People, you are expected to contribute to our safeguarding culture, following our policies and reporting concerns to protect those in our communities

Armed Forces - We are proud to support the Armed Forces Covenant. Places for People will guarantee an interview for any candidate who is serving or has formerly served in the Armed Forces, as a reservist, armed forces veteran (including the wounded, injured and sick), cadet instructor and military spouse/partner and who meets the essential criteria for the vacancy.

Disability Confident - We are proud to be a member of the Disability Confident scheme certified as Level 2 Disability Confident Employer. This helps us to successfully employ and retain people with disabilities and health conditions. Disabled applicants who meet the essential criteria for a vacancy will be guaranteed an interview. The Equality Act 2010 (Disability Discrimination Act 1995 for NI) defines a disabled person as someone who has a physical or mental impairment that has sa substantial and long-term negative effect on their ability to do daily activities.

Neurodivergent – Neurodiverse individuals have highly valuable skills, and we recognise that a traditional interview process sometimes works against them and doesn’t allow them to self-advocate. Neurodiverse applicants who meet the criteria for a vacancy will be guaranteed an interview.