It matters. So we’re bringing it closer to home.

Our customers have told us they want us to understand their needs at a local level, and to be more visible in the communities we serve. We’ve listened.

That’s why we’re creating new roles, strengthening our local presence, and looking for people who want to be part of what comes next.

We need a Customer Communications Manager to shape how we connect with customers – to lead and deliver a customer-first communications strategy that informs, engages and inspires. This is a pivotal role where you’ll shape how customers experience our services - ensuring the right messages reach the right people, at the right time, through the right channels.

What You’ll Be Doing

• Lead the development and delivery of our customer communications strategy and annual communications plan

• Create and oversee high-quality communications, including key publications such as the annual customer report

• Collaborate with internal teams and external partners to ensure consistent and aligned messaging

• Champion multi-channel communication approaches, ensuring accessibility and inclusivity

• Use data, insight and analytics to measure and improve communication effectiveness

• Enhance and grow our digital and social media presence, building strong customer engagement

• Promote self-service options and clear service information to improve customer understanding

• Ensure all communications meet regulatory and compliance requirements

• Lead and support a team of communications professionals

What We’re Looking For

We’re seeking someone who combines strategic thinking with hands-on delivery:

• Proven experience in customer communications, ideally within housing or a regulated sector

• Strong understanding of multi-channel communication strategies

• Experience leading or managing a communications team

• Excellent stakeholder engagement and influencing skills

• Strong knowledge of digital communications and analytics

• Ability to translate complex information into clear, customer-friendly messaging

Desirable:

• Knowledge of housing sector regulations

• Professional qualification (e.g. CIPR, CIM, journalism or design)

Job Description - Customer Communications Manager

Why join us?

At Stonewater, our customer promise is “We are proud to make things personal; if it matters to our customers, it matters to us.”

You’ll be part of a purpose-driven organisation where your work directly impacts customers and communities. We’ll support you to succeed with:

• A collaborative and inclusive working environment

• Opportunities to innovate and lead change

• Career development and professional growth

• Flexible working options

• A chance to truly shape how customers experience our services

Appointment to this role will be subject to satisfactory references and proof of Right to Work in the UK.

Discover Stonewater

Stonewater is a leading housing provider. We manage around 40,000 homes, serving 93,000 customers across our portfolio of affordable properties for general rent, shared ownership and sale, alongside specialist accommodation, with an ambitious house-building programme.

Our mission is to provide quality homes and services for people whose needs are not met by the open market.

We’re looking for like-minded people to join our team of over 900 talented colleagues who embody our values of being ethical, ambitious, passionate, agile and commercial, as well as people who want to make a difference and transform people’s lives.

We are a Disability Confident Employer and working towards accreditation for becoming a Disability Confident Leader, which allows us to record and report on disability, mental health and wellbeing in the workplace to better support our colleagues. We have also achieved accreditation for being an Advanced Employer for Investing in Ethnicity Maturity Matrix. We are committed to being a Menopause Friendly employer and working towards accreditation our Menopause Friendly accreditation.

Are you ready to #DiscoverStonewater?

Stonewater reserve the right to bring the closing date forward should enough quality applications be received prior to the current closing date.