Customer Communications Manager

Location
England,London
Salary
£200.00 - £250.00 per day
Posted
15 Feb 2018
Closes
15 Mar 2018
Ref
3236352
Contact
Verity Slade
Experience Level
Manager
Sectors
Public Sector
Contract Type
Temporary
Hours
Full Time
Customer Communications Manager to start ASAP 3-6 Months £200-250 per day -Central London


The role holder will be required to work with stakeholders and colleagues across the business and partnership to ensure project deliverables (from the change programme) and all BAU activities are delivered and assured to the highest brand and customer communication quality.

The role holder will be an active and proactive member of the Brand & Customer Communications Team and wider Project Teams providing expert advice and guidance on clear and smarter accessible consumer communications as required by on brand, tone of voice; and CX principles ensuring customers' needs are paramount at all times. The role holder will be required to deliver communication outputs assets across channels for projects in their own right and will be required to manage external suppliers to deliver outputs across channels for projects.

The role holder will be required to act as mandatory assurance and sign-off for customer and brand communications on the Financial promotions system and in line with policy. Looking for someone who is good at writing customer communications (as opposed to corporate communications) and therefore capable of assuring the work of our outsourcing partner, in this area. There is a clear emphasis on the ability to write communications, based on our brand and tone of voice, in a customer-friendly way.

Requirements for the role:-

* Educated to degree level or extensive experience in customer focussed role
* Communications (written word for specific audience) qualification Or extensive experience producing and editing written word to brief and to target audience
* Working within compliant environment
* Working to tight deadlines and under pressure
* Working in financial services and understanding of financial services industry
* Proven confidence to constructively challenge, listen to all sides of an argument and find a way forward and deliver on time and on brief
* Able to communicate complex information to customers in a way that customers will easily understand avoiding jargon, and ensuring communications are fair, clear and not misleading.
* Ability to process information and be aware of the impact of communication on customers.
* Ability to work proactively and be empowered to make decisions and find ways to progress work to meet business objectives.
* Ability to negotiate with and influence stakeholders
* Experience of taking the lead as subject matter expert in Agile projects
* Problem solving and thinking laterally to solve communication challenges.
* Eye for detail that will pick up inconsistencies
* Experience of working within brand guidelines
* Editing content to meet objective
* Content creation to brief and within brand tone of voice
* Excellent relationship management skills and the ability to influence at all levels of a business
* Strong verbal and written communication skills
* Strong customer focus coupled with the ability to deliver results
* Great time management skills with the ability to manage a number of activities at one time and to see each one through to completion
* Strong IT skills including comprehensive use of the Microsoft suite.
* Experience of working in an Agile focussed workplace
* Working with design agencies and 3rd parties
* Copywriting
* Knowledge of pagination and print systems
* Knowledge of letter packages
* Knowledge of formats print and digital
* Experience of B2C Communications

If you are interested in this position please do apply with an up to date word version of your CV highlighting all your relevant experience

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