Could you describe your current role in internal communication and how you think membership with IoIC might support you in this role?
I’m the Change Communications Manager for Sanctuary, one of the UK’s largest not-for-profit housing and care providers. We employ around 14,000 colleagues across England and Scotland, with half working on the frontline delivering vital support services. That spatial spread, and the fact that so many colleagues aren’t desk-based, means it can be challenging to make messages land. I’m always looking for better ways to reach frontline colleagues and make comms feel relevant to them.
I support strategic change programmes that impact thousands of colleagues and customers. These include a multi-million-pound customer experience transformation introducing a new CRM and customer portal, which cuts across all areas of the business. I’ve also led communications for the integration of Swan Housing Association, involving 11,500 homes and 2,500 staff. This complex and sensitive programme included difficult decisions to save a business facing a serious deficit. More recently, I led communications for our partnership with Johnnie Johnson Housing, which brought a further 7,500 homes into the group.
We’re a growing organisation, so something is almost always changing. That’s exciting and keeps us moving forward, but if we’re not careful, our people can start to feel disengaged or overwhelmed.
That’s where I come in. My role is all about helping leaders communicate change in a way that makes sense to colleagues, so they understand why it’s happening, how it connects to their role, and what it means for the people we support. I care deeply about how change makes people feel and always try to make sure our approach reflects that. I want comms to feel human, not corporate, by building trust through leaders, simplifying messages, and creating space for honest feedback. In doing so, I help build trust, resilience and alignment across the organisation, which is critical in a fast-moving business like ours.
My Institute of Internal Communication membership is essential in helping me keep up to date with industry news and trends, but more than that, the value of connecting with peers and talking through what’s working (or not working) is incredibly important. It’s reassuring to know that others are navigating similar challenges, and I always come away from conversations with new ideas, encouragement and a sense of community.
How has IoIC membership contributed to your professional development and career growth?
My IoIC membership has helped me grow as a communicator, giving me access to fresh thinking, practical tools and a network of brilliant peers.
I’ve taken part in the IoIC mentorship programme and it’s made a huge difference. Being able to talk through ideas, get feedback on work and be both challenged and encouraged has been invaluable. I can’t credit my mentor, Misty Oosthuizen, enough for helping me bring together all the knowledge and experience I’ve gained over the years and present it in a way that senior leaders connect with so I can influence better business outcomes.
The experience has unlocked clarity, confidence and influence. I’ve grown so much in a short time, and it’s helped me step into more strategic conversations and lead with impact.
Can you name one career achievement or project that you're particularly proud of, and why?
When I worked for DP World London Gateway (port and logistics park), we were contacted by a local charity that supported young people around age 14 who were on the verge of dropping out of school. They asked if we could offer a tour of the port and talk about career opportunities to help inspire them. As I’ve always been involved in youth work, I was more than happy to deliver the tour.
At the same time, our People team was working on an employer proposition strategy, and this sparked the idea of running more sessions like this for local schools. I linked the sessions to the curriculum and showed the range of careers available at DP World, offering opportunities to speak with our apprentices and find out more about the roles on offer.
It really took off, and we were soon inundated with requests. I left before we could fully measure the impact, but the programme continues to this day, so I feel I’ve left a legacy for the business and for local young people.
That experience taught me about the power of building strong connections with local partners. These relationships can bring mutual benefit, create lasting impact, and help embed the organisation more meaningfully in its community.
What advice would you give to someone just starting out in the internal communication profession?
Always put your hand up! Get involved in any and every project you can to gain as much experience and insight as possible. Some of my most valuable learning has come from projects outside of my day-to-day work. While it can be a lot to juggle, taking on extra responsibilities gave me a breadth of experience that helps me understand business better and be a more effective communicator.
Internal comms touches so many parts of an organisation, so the more exposure you get early on, the more confident and capable you’ll become. The earlier you understand how the business works, the more impact your comms will have.
Tell us a fun fact about you that not many people know?
When I was in the final year of my undergraduate degree, I had the choice of two summer internships: one in PR and one working for a personal stylist. I chose PR, but I often wonder what life would have looked like if I’d taken the other path!
I love learning about colour theory and how it can be used to communicate in a business environment, so I guess the two paths have crossed. And who knows, maybe one day I’ll find a way to bring styling and comms together!
