Customer Communications Lead
2 weeks ago
**Could you be the person to help us build our future success?**:
**Who we are?**:
We are a full-fibre broadband provider with £250m of investment. We are rolling out a 10Gbps FTTP networks and have a plan to cover a total of 1,000,000 premises bringing truly exceptional connectivity services to homes and business in the South of England. We want to improve lifestyles and enhance communities by instantly connecting people and businesses beyond today’s broadband.
**Who are you?**:
We are looking for forward thinking, enthusiastic individuals to join our team. You will be keen to learn, adaptable and excited to be part of our fast-growing organisation.
**What we offer**:
Annual Salary
Annual Bonus
25 day paid holiday
Pension
Private Medical Insurance
Life Assurance
Cycle to work scheme
Health Screening
**The Role**:
Swish is growing exponentially, and we are looking for an experienced and enthusiastic customer communications lead to join our team.
This
is a new role sitting within brand, but
working closely with operations, product, care,
construction, marketing
and sales to ensure all the communications we
send to customers align to our company objectives,
our customer
journeys
and our
brand
strategy.
You’ll
be updating existing journeys across multiple comm channels
as well as creating news ones alongside our
internal creative Studio to ensure what we send is unmistakably
‘Swish’.
**Responsibilities:
- Develop and execute messaging hierarchies that deliver on objectives
- Advise on templates to increase efficiency
- Work with CRM to map comms journeys as the relate to operational processes across onboarding, payments, billing and debt
- Advise on the wording of key web journeys to ensure consistency across channels
- Occasional copywriting support
- The communications and collaboration process for incidents, issues and crisis situations
- Monitor feedback and implement changes to improve communications process for customer satisfaction
- Analyse and report our comms performance
**Core skills**:
You don’t have to tick all these boxes, but ideally we’re looking for someone who is able to work under pressure and manage multiple projects simultaneously. This includes working collaboratively and effectively with internal stakeholders.
You have strong analytical problem-solving skills and are able to pull trends and make recommendations on ways to improve our comms based on data insight. Knowledge of customer care practices and ‘what good looks like’ in CX and UX will be extremely helpful in this role. And while definitely not required, having previous experience in a regulated industry would be beneficial in order to hit the ground running. Knowledge of Salesforce and Salesforce Marketing Cloud would be a plus as well as journey mapping tools like Miro.
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