Customer Communications Manager

Customer Communications Manager, you will support the delivery of tactical and strategic change. You will ensure that operational customer communication across all channels has a tone of voice that meets the required standards for Consumer Duty and is aligned to the standards of Plain English.

You will develop a single customer content strategy for the management and development of existing and new customer content. Being an independent voice to challenge existing ways of working and drive simplification of communication to enhance customer understanding to deliver good outcomes.

As a Customer Communications Manager, we are looking for someone to:

• Enable a One Together content management strategy that aligns customer communication to have a single tone of voice consistent with the standards of Plain English
• Manage the review schedule for customer communications, including working with operations subject matter experts to ensure all content reviews are carried out within the designated timelines and with a continuous improvement approach
• Manage the ongoing relationship and content management process with Plain English to ensure key content retains the Crystal Mark for clarity
• Work with the compliance and risk teams on all regulated content to ensure that key regulatory information is relayed to customers in a way that is simple, timely and relevant and meets the Consumer Understanding outcome criteria for Consumer Duty
• Act as the operations contact for GTS Change delivery relating to customer communication
• Complete Consumer Duty communications testing where required to ensure that key risks relating to Consumer Understanding are identified and escalated where appropriate
• Where required produce reporting relating to Customer Communications ongoing approach and strategy

Qualifications

Essential

• Exceptional written communication standards, ideally with previous experience of creating customer communication
• Understanding of Consumer Duty, particularly the Consumer Understanding outcome
• Knowledge of how clear communication is crucial to good customer outcomes
• Proven ability to simplify complex messages whilst retaining key information
• Excellent stakeholder management skills, with the ability to be the 'customer voice' in situations with competing priorities
• Confident in identifying risks and articulating them in key forums, including senior management meetings

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