Communications Officer

5 months ago

Fleet, United Kingdom CHL Mortgages Full time

**Description**:
CHL Mortgages is looking to bring on a Communications Assistant on a 6 month fixed term contract. The Communications Assistant will assist the Operational Compliance & Change Manager in implementing Communications Changes for the Consumer Duty project. The role involves reviewing, developing, and updating the company’s communications, across all channels, to ensure that these meet customer needs and are in line with the standards set out in the Consumer Duty.

**Key Responsibilities**:

- Review and assess existing customer communications to determine whether these meet the standards required by the Duty and are delivering good customer outcomes, recommending improvements where weaknesses are identified.
- Act as the ‘voice of the customer’ within the Consumer Duty project, using data from all available sources to call out areas of potential harm and recommend ways to mitigate this.
- Support the development and implementation of the communications strategy for CHL to use on a daily basis, to outline how to ensure all communications are in line with the requirements of Consumer Duty and CHL Tone of Voice.
- Review all feedback received from the customer research and include in the communications changes.
- Maintain weekly progress documents.
- Attend relevant meetings with other key stakeholders.
- Review any ad hoc customer-facing communications.
- Ensure all written communications are approved and signed off, in line with the agreed process, prior to implementation.

**Skills Knowledge and Expertise**:

- Experience in producing customer facing communications (essential) within an FCA regulated organisation (desirable).
- Ability to adapt to and embrace change.
- Self-motivated and driven to achieve results.
- Organised, methodical and an ability to balance multiple deadlines.
- Passionate about achieving good customer outcomes.

**Benefits**:

- 25 days holiday per annum
- Up to 15% annual discretionary bonus based on performance
- Company pension scheme - up to 9% company contribution
- 1 x Paid charity days
- Cycle to work scheme
- Charity payroll giving
- Long service awards and extra holiday
- Healthcare cash plan
- Life assurance cover x 4
- Online discounts and gym memberships
- Enhanced paternity and maternity pay
- Access to Smart Hive by Bravo Benefits giving you full access to all your benefits + additional discounts

**About CHL Mortgages**:
CHL Group provides bespoke third-party loan servicing solutions for a variety of asset classes across the UK. The CHL Group consists of 3 companies, CHL Mortgages, CHL Mortgages for Intermediaries and Landmark Mortgages. We have vast experience in the UK mortgage market encompassing a range of services. We currently service c.30,000 of mortgage assets on behalf of third-party clients and manage several standby contracts for mortgage and bridging finance clients.

Founded in 1990 CHL Group has grown to over 180 colleagues with offices in Fleet, Hampshire and Skipton, Yorkshire. We have grown to become one of the market leaders in specialist mortgages and the Buy-to-Let markets.

We are always on the lookout for talented, dedicated and motivated colleagues to drive the business forward and provide the best outcomes for our clients, investors and customers. We provide an excellent benefit package, competitive salary and excellent work environments where colleagues can learn, develop and progress

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