Overview of the role To deliver professional high-quality communications with both internal and external stakeholders. The post holder will be required to take ownership of all non-technical communications associated to works undertaken by the section. This will include preparation of newsletters, resident communications, resident updates on major works, assisting with legal process to obtain access, and responding to complaints raised by service users. The post holder will also be required to review communications undertaken by internal and external providers before issue. Key responsibilities To take ownership of all non-technical communication requirements associated to projects undertaken by the M&E team To coordinate and provide detailed responses to formal complaints concerning projects or works undertaken by the team. To coordinate and respond to communications received from elected members, LBI Directors and Senior Managers. To undertake the content, printing and issue, of all newsletters and communications, required to ensure an excellent communications strategy for projects undertaken by the section. Act as the Council’s lead for all stage 1 complaints concerning works undertaken by the section. To investigate and to respond to any issues raised by residents, members of the public or internal staff in line with the Council’s complaints procedure. To support officers in the M&E team on communications associated to works undertaken by the section. To understand and use the council Oneserve and NEC platform in order to upload or find project or resident information. To work with colleagues in other parts of the organisation i.e. (Home Ownership Team, Building Control, Energy Services etc) To work closely with external contractor’s resident liaison officers who are undertaking works for the section. To work closely with resident associations (TRA’s and TMO’s) tenant and resident associations (TRAs), to ensure they are kept informed and updated. Organise and take full responsibility for all aspects of customer satisfaction surveys including interpreting and collating results, preparing reports of findings and instigating changes in practice and procedure Where required to initiate and take full responsibility for any legal action / injunction required by the section to secure entry to domestic accommodation. Take full responsibilities for organising chairing and minuting resident evening meetings which can be virtual or in person. GENERIC DUTIES: Ensure services are provided in accordance with Islington Council’s commitment to “Best Value” and high-quality service provision to service users. Ensure compliance with Data Protection / GDPR legislation Use available information technology systems to carry out duties in the most efficient and effective manner. Undertake continuing professional development and relevant training, seminars, supervision sessions related to the role. Participate and meet objectives agreed in management meetings and appraisal targets as agreed with your line manager. At all times carrying out responsibilities and duties in accordance with all relevant legislation, codes of practice and Council policies and procedures related to the post. At all times to carry out responsibilities and duties within the framework of Islington Council’s Dignity for all Policy. Perform any other reasonable, minor and non-recurring duties, appropriate to the post as many be directed. Compliance Ensure adherence to legal, regulatory, and policy requirements under GDPR, Health and Safety, Employee Code of Conduct and in your area of expertise by identifying opportunities and risks, and escalating issues as necessary