Customer Engagement Specialist

4 weeks ago

Bradford, Bradford, United Kingdom Vanquis Bank Full time

Customer Communications Associate

Location: Multiple locations available

Salary: Competitive remuneration package

Working Pattern: Our approach is hybrid, promoting collaboration with colleagues typically two days a week in the office. Increased office presence may be necessary during project launches or peak periods.

Benefits: Annual discretionary bonus, 25 days of holiday increasing to 30 days based on service, pension scheme with matched contributions up to 10%, and one paid day for community service.

Role Overview:

As a Customer Communications Associate, you will report directly to the Senior Customer Communications Manager. This position is vital in shaping and advocating for the customer vision and strategy across Vanquis Banking Group, ensuring a transition to a genuinely customer-focused organization.

You will collaborate with the Customer Communications team to devise and execute a comprehensive customer communications strategy, ensuring effective oversight and controls to establish a center of excellence in communications and achieve favorable customer outcomes. Your role will be pivotal in championing customer interests, fostering enthusiasm for exceptional customer experiences, and operationalizing these principles on a large scale.

Key Responsibilities:

  • Communication Strategy: Partner with key stakeholders to create and implement strategies that enhance customer experiences, boost engagement, and yield positive consumer understanding outcomes.
  • Customer Communication Journey: Cultivate a deep understanding of the customer journey and essential communication touchpoints. Assess the effectiveness of customer communications through research and data insights to refine and enhance existing strategies.
  • Support for Vulnerable Customers: Collaborate with various teams to establish and execute Group-wide communication strategies for vulnerable customers and those in persistent debt, ensuring fair and appropriate treatment.
  • Influence and align stakeholders across the organization to prioritize communication initiatives that promote positive customer outcomes, requiring strong communication skills to foster collaboration.
  • Engage with industry contacts to share best practices and insights regarding customer communications.

Qualifications:

  • Proven experience in communications or related fields.
  • Familiarity with regulated or complex environments.
  • Background in financial services is preferred.
  • Strong written and verbal communication skills, with experience in document review, editing, and communication design.
  • Experience in developing and implementing oversight and controls for customer communications.

Work Environment:

We value flexibility and are open to part-time arrangements to support your work-life balance. Your current flexible working conditions will be considered when discussing new opportunities.

Why Choose Vanquis Banking Group?

Since our inception in 1880, we have been dedicated to supporting our communities and customers. Our commitment to helping individuals achieve a better everyday life remains steadfast, even as we adapt to changing market needs.

At Vanquis Banking Group, we prioritize the well-being of our colleagues, striving to create a rewarding and supportive work environment. We recognize hard work through competitive salaries, benefits, and a company-wide recognition program. All employees can participate in a pension scheme, and after six months, options for savings and investment schemes become available.

We provide various training and development opportunities to help colleagues reach their full potential, ensuring a smooth transition into new roles and ongoing support for career aspirations.

Commitment to Diversity:

Vanquis Banking Group values the unique strengths and identities of all individuals. We encourage diversity in our workforce, recognizing that varied experiences enrich our teams and enhance our ability to serve our customers effectively.

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