Senior Co-ordinator

4 weeks ago

Tunbridge Wells Kent, United Kingdom Vermelo RPO Full time

Customer Communications Change Coordinator

The Customer Communications Change Coordinator is responsible for managing the end-to-end communications change process, collaborating with key stakeholders to make changes to customer communications across all channels. This role will support the business to create clear and understandable communications which meet customers’ needs, ensuring high standards and compliance with Consumer Duty regulations. Communication Change Management: Oversee the customer communication change process, including planning, coordination, and execution of updates and revisions across all customer communications and product wordings.

Maintenance of Communications: Manage the customer communications repository, ensuring organisation, accessibility, and security of documentation.

Stakeholder Collaboration: Work closely with key stakeholders, including policy wordings team, business owners, subject matter experts, compliance advisors and systems analysts to gather requirements, ensure comprehensive understanding and prioritisation of communication changes, manage approval process.

Support with ensuring communications are appropriately monitored and tested to ensure delivery of good customer outcomes. Maintain accurate records for audit and regulatory purposes.

Quality Assurance: Communication: Facilitate effective communication among stakeholders to ensure clear understanding of document change requirements, timelines, and deliverables.

Performance Reporting: Generate regular reports on communication change activities to relevant forums, including milestones achieved, monitoring plans and testing activity.

Proven experience in communication or documentation change management or a similar role, preferably in general insurance or another financial services organisation.

An understanding of regulatory compliance requirements, with a specific knowledge of Consumer Duty regulations considered a plus.

Attention to detail and accuracy in document review and verification.

Excellent communication and interpersonal skills to collaborate effectively with stakeholders at various levels of the organisation.

Proficient in using Excel as well as document management systems and related tools/software.

Experience in producing reporting for a senior audience.

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