Job Description

Interim Senior Customer Communications Manager
Salary: 57,003 pro-rata
Location: Ealing office base with hybrid working
Contract: 6-month fixed term contract, 35 hours per week
DBS check required: Basic
Advert Closing date: Friday 9th January 2026
Role Overview
We are looking for a Senior Customer Communications Manager to join our dedicated Communications department. The successful candidate will promote and protect the reputation of the Group by leading and delivering high-quality marketing communications for customers and assisting with the management of the overall Customer Communications function.
Key responsibilities:
Customer Communications

• Contribute towards the development of customer communications and marketing strategies, and lead on the creation of supporting projects, policies and procedures from inception
• Lead, manage and deliver customer communications and marketing programmes and projects across the Group, ensuring customers are well-informed and to help achieve good, consistent customer experiences across all channels and touchpoints
• Monitor, review and report on the performance of a customer communications work programme
• Develop and maintain strong business partnering relationships with client departments/areas. Provide expert communications advice, design new solutions and influence others to change ways of working
• Champion A2Dominion's brands protect its integrity, including advising on brand strategy and usage, corporate identity, house style and production assets
• Manage the procurement of and relationships with creative agencies and suppliers
• Undertake shared management responsibilities and administration to support the smooth and harmonious running of the team, its systems, processes and administration
• Plan, manage and deliver a range of high-quality customer communications projects and activities using the full marketing mix, ensuring activities are delivered to a high standard and within budget. This includes:

o Information: newsletters, handbook, leaflets, noticeboards, signage, digital/website content, digital customer channels and social media
o Accessibility: Ensure that accessibility needs related to customer communication, such as Plain English, translations, Braille and other formats, are met
o Creative Campaigns: the development of multi-channel, direct marketing campaigns to stimulate customer acquisition and retention for products and services
o Operational Communications - BAU: Support frontline teams to deliver and improve their day-to-day communications with customers across all channels and touchpoints
o Operational Communications - Change: Oversee the identification and implementation of opportunities to improve customer communications within new business processes, as part of the Group's business transformation programme
Assist the Head of Customer Communications with the overall management of the Customer Communications Team and to deputise in their absence. This includes:
o Leading on crisis and business continuity incidents
o Managing a range of projects and activities relating to wider customer communications, including media relations, public affairs and business partnering
o Ensuring communications materials are produced to a high standard by signing-off and managing approvals prior to publishing internally and/or externally
o Assist with the maintenance of the function's work plans and performance reports
More about you

• Educated to GCSE level or equivalent in Math's and English (Grades A*- C)
• A relevant professional qualification (e.g. in internal communications) or equivalent
• Significant knowledge and experience in planning, managing and delivering customer marketing and communications programmes within a large, complex organisation
• Project and programme management, including briefs, plans, delivery and evaluation, working with peers and colleagues across different departments
• Strong stakeholder management, influencing and negotiating skills and the ability to provide advice and guidance for stakeholders at all levels
• Excellent copywriting, editing and proofreading skills, with good grammar and literacy
• Brand management experience, ensuring communications are delivered in line with the Group's tone of voice and corporate identity

About us
We're a UK housing association committed to a vision - providing homes people love to live in.
With over 38,000 homes in management across London and southern England, we provide a wide range of homes for social, affordable and private rent, specialist housing services, as well as homes for sale and shared ownership.
Our 70,000 customers have diverse backgrounds and levels of income and we're here to provide all of them with homes that are safe, high quality and sustainable. And with social housing roots going back eight decades, we continue to ensure that every penny of profit we make is reinvested into our charitable social purpose - delivering more homes and better services for customers.
We're also members of the G15, a group of leading housing associations that work together to house one in ten Londoners and tackle the housing crisis.
Choosing us is easy
As an employee of A2Dominion, we want you to feel rewarded and have a choice of flexible benefits, salary exchange benefits, and rewards and discounts that work for you, wherever you are in your life.
We offer a wide range of staff benefits. For this role, these include:

• 25 days' holiday (Plus Bank Holidays) increasing up to 28 days with 3 years of service prorated based on hours worked
• Up to 8% contributory pension
• Flexible working

In addition, all permanent and fixed-term employees receive a generous annual allowance of up to 300 to use towards health and lifestyle benefits for both you and your family.
Diversity & Inclusion
We're proud to be a Disability Confident Employer and welcome applications from people of all backgrounds. Our recruitment process is inclusive and accessible, and we guarantee an interview to disabled applicants who meet the minimum criteria. Reasonable adjustments are available throughout the process - just contact our Resourcing Team at resourcing@a2dominion.co.uk
We know some people hesitate to apply if they don't meet every requirement. If that's you, we encourage you to apply if your skills and experience align - please get in touch with us to talk it through. At A2Dominion, we value diversity, embrace flexibility, and are a family-friendly employer. Everyone belongs here. Join us and help make a lasting difference in the lives of our customers.
Resourcing Partner - This vacancy is being managed by Ryan Loasby - ryan.loasby@a2dominion.co.uk

Skills Required