Customer Communication Framework Lead

1 week ago


Skipton, North Yorkshire, United Kingdom Skipton Building Society Full time

Hours:
35 hours per week Monday to Friday on a 9 Month Fixed Term Contract

Salary:

£50,194 Per Annum

Closing Date:
Thu, 18 May 2023

Not just another building society. Not just another job.


We're the fourth biggest building society in the UK and what makes us a bit different is that we're a mutual organisation.

We don't have shareholders, we're owned by our members.


Our colleagues say Skipton's a great place to work and you could be one of them, bringing with you new ideas on how we can keep customers at the heart of what we do.

Whatever your background, and whatever your goals, we'll help you take the next step towards a better future.

Job Description:


We're looking for an organised, customer focused leader with Project Management experience to join us as our new Customer Communications Framework Lead.


This fixed term role is key to ensuring that the Society's response to Consumer Duty regulation, which includes the Customer Communications Framework, is delivered and embedded.

What you'll be doing


The role will co-ordinate the review of defined high risk journeys communications against the Consumer Duty Communications framework to ensure compliance with the regulation by 31 July 2023.

Then after 31 July 2023 to oversee the implementation of the process to review the remaining communications against the Consumer Duty Communications framework with a review structure, training and processes put in place to ensure on-going compliance.


You'll work closely with stakeholders from across the Society including Marketing, Operations and Financial Advice to make sure any potential challenges are worked through and resolved.


It's an exciting time to join our vibrant Society and contribute to our overall strategy and success and ensure that our members are at the forefront of what we do.

What you'll bring

You'll be experienced in multi-channel customer communications including the planning, production and approval processes.

You'll also have a PRINCE 2 or equivalent Project Management qualification and ideally a qualification in Continuous Improvement.

The key competencies for this role are:

  • Excellent leadership, and coaching skills, gaining the trust and respect of peers and Senior management
  • Excellent communication skills.
  • Excellent listening and influencing skills
  • Strong Group dynamic, people management skills including negotiation, facilitation, conflict resolution and consultation
  • Proven planning skills with evidence provided of implementing change as part of a complex project
  • Ability to command respect and to create a sense of community amongst cross functional teams.
  • An excellent team player who takes responsibility for own development and shares knowledge and expertise freely

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