Communications Manager (incident response)

Job Introduction

We are seeking an experienced Communications Manager (Incident Response) to join our Corporate Affairs function on a 6-month fixed term contract. This is a critical role supporting residents affected by a significant estate incident, where several hundred households have been temporarily relocated. You will lead the delivery of clear, empathetic and consistent communications, ensuring residents feel informed, supported and listened to during a challenging time. Working closely with operational and building safety teams, you will play a key role in protecting our reputation and strengthening trust with residents through high-quality, multi-channel engagement.

What you'll do

As Communications Manager (Incident Response), you will play a pivotal role in supporting residents through a significant and ongoing estate incident. Reporting to the Head of External Communications, you will lead the delivery of empathetic, clear and consistent communications for several hundred households who have been temporarily relocated from their homes.

Working closely with operational and building safety teams, you will shape and deliver a comprehensive resident communications strategy, ensuring residents feel informed, supported and listened to during a challenging period. You will also help protect and enhance NHG's reputation by ensuring communications are accurate, timely and aligned to our values.

This is a high-profile role requiring strong crisis communications experience, political awareness, and a deep commitment to resident-centred engagement.

How you'll do it

• Develop and deliver a multi-channel communications strategy to inform and engage relocated residents.
• Produce weekly written updates and monitor engagement and feedback.
• Maintain and update microsite FAQs with accurate, timely information.
• Organise and deliver resident engagement events, briefing executives and senior representatives.
• Create accessible communications materials across digital, print, video and social channels.
• Work closely with operational teams to ensure consistent messaging and aligned responses.
• Collaborate with colleagues across directorates on resident involvement and consultations.
• Monitor resident sentiment, feedback and trust levels, escalating risks where necessary.
• Anticipate reputational risks and provide proactive communications advice.
• Ensure all communications reflect the diversity and varying needs of residents.

Responsibilities

• Act as the communications lead attached to operational and building safety teams.
• Ensure communications promote and protect NHG's reputation.
• Provide expert advice to senior stakeholders and executives on incident-related messaging.
• Role model inclusive, values-led collaboration across the organisation.
• Ensure compliance with all NHG and statutory policies including health and safety and financial regulations.
• Operate effectively in a fast-paced, politically and media-sensitive environment.

The ideal candidate

We believe great service starts with great people, and we are committed to recruiting and developing passionate, enthusiastic, and talented individuals who can add value to our thriving organisation.

Pending confirmation of legislative changes, this role may require a qualification to demonstrate competence. If not already qualified, there may be an expectation to study towards a professional qualification.

Essential:

• .Proven experience delivering multi-channel resident or customer communications strategies within a large, complex organisation.
• Strong experience leading incident and crisis communications in a customer-facing context.
• Excellent written, verbal and visual communication skills, with the ability to translate complex technical issues into clear, accessible messaging.
• Experience organising and delivering resident or customer engagement events.
• Politically astute, confident working with senior stakeholders, MPs, councillors and the media.
• Strong eye for accuracy, consistency and detail.
• Ability to anticipate reputational risk and manage sensitive communications effectively.
• Collaborative, organised and resilient approach in a regulated environment.
• Digitally confident and comfortable working across multiple channels..

Desirable:

• .Housing sector experience is desirable but not essential; however, the ability to quickly understand and operate within a regulated, public-facing environment is critical.

What's in it for you?

Once you join us, you'll find plenty of opportunities to grow within our organisation. You'll also have access to a wide range of learning opportunities to help you achieve and maximise your potential.

Benefits include:

• Excellent annual leave allowance and flexible working opportunities (qualifying period may apply)
• Generous pension scheme
• Enhanced maternity, paternity, and adoption pay in addition to statutory entitlements (qualifying period may apply)
• Employee assistance - free confidential advice and counselling services provided by independent specialist organisations.
• Health cash plan
• Staff discounts - we give our staff access to discounts at hundreds of major retailers, gyms, restaurants, entertainment, days out, insurance, and much more.
• Interest free loans - season ticket loan, tenancy deposit loan, and training loan
• Cycle to work scheme.
• Life Assurance x 4 annual salary

All about us

Notting Hill Genesis is a not-for-profit organisation providing affordable homes for Londoners and it is now one of the largest housing associations in London. We are both a landlord and a developer, with more than 60,000 existing homes and 10,000 more in our pipeline and we employ around 1,500 staff.

For more information on what we do and what makes us different please visit:https://group.nhg.org.uk/careers/

We welcome applications from everyone. We actively monitor the diversity of our workforce and strive to show equal representation throughout all levels of the organisation. We are a Stonewall Diversity Champion, a Disability Confident employer amongst other diversity commitments.

To find out more about our approach to equality, diversity and inclusion please visit: https://group.nhg.org.uk/careers/diversity-is-our-strength/

Selection Process

Step 1: If you are interested, please send your application now! Closing date is 25 February 2026.  

Step 2: Successful candidates will be asked to do an assessment  

Step 3: Successful candidates will be invited to interview  

Please apply for this role online. If you are not able to apply online or if you have any reasonable adjustment requirements arising from a disability or medical condition to fully participate in the recruitment process, please discuss this with our hiring team via .  

NHG reserves the right to close this vacancy early if we receive sufficient applications for the role, so we advise you to submit your application at your earliest opportunity.