Group Contact Centre Engagement and Communications Specialist

2 months ago

Redditch, United Kingdom Halfords Full time

Job Purpose

You will be responsible for developing and implementing internal communication strategies that align with the Halfords mission and values. You’ll work closely with key stakeholders within the team and wider business to identify communication needs and develop messaging that engages and informs colleagues. You will also be responsible for the framework and delivery of our Reward and Recognition (R&R) scheme, as well as planning and executing engaging events across our Contact Centre estates

Key Responsibilities

  • Positively influence and contribute to the team culture.
  • Responsible for creating a variety of communications including newsletters, important updates, presentations and more.
  • Ensure all communication is clear, concise, effective and is delivered through the most relevant and impactful channels.
  • Promote company initiatives and keep the team informed about changes across the business.
  • Analyse the performance of internal communications and drive this further by reviewing channels and content.
  • Ensure our Outsourced Partner is kept informed on important updates and business strategy.
  • Drive initiatives to improve communication performance across the wider team.
  • Arrange and host regular ‘cross-colleague’ listening groups to ensure colleagues have a platform to voice any concerns or ideas and gather actionable insight.
  • Act as internal comms lead on larger, transformational projects across the department and occasionally wider business.
  • Organise events throughout the year to engage the team both virtually and in-person, making use of the head office space available.
  • Prepare and maintain a diverse engagement calendar which focuses on events that hold value within the team.
  • Run monthly and quarterly ‘dip-check’ engagement surveys to aid the success of the annual Halfords engagement survey.
  • Ensure survey results are analysed and actioned promptly, with feedback to the team on an action plan.
  • Proactively manage and maintain morale within the team at all levels, returning ESAT survey results in-line with or above company average.
  • Lead the ‘Engagement Committee’, meeting monthly to plan engagement events throughout the year.
  • Develop an incident communication process with RACI to ensure key stakeholders are informed and kept up to date, and incidents are resolved as quickly as possible.
  • Create a maintain clear distribution lists to be used for internal comms and for cross-group teams to contact the Customer Support teams effectively

Knowledge & Skills Required

  • Demonstrates ‘above the line’ behaviours.
  • Excellent thought-leadership and critical-thinking skills.
  • Ability to be creative with engagement ideas
  • Previous experience in developing and executing internal communications strategies.
  • Strong understanding of best practices for communicating with a diverse audience.
  • Experience in organising engagement events to promote colleague wellbeing.
  • Excellent organisational skills with the ability to prioritise your varied workload effectively with pace and urgency.
  • Ability to manage multiple projects simultaneously, with a keen eye for detail.
  • Strong communication & influencing skills with the ability to adapt your approach for different individuals.
  • A passion for continuous improvement, to support your immediate team and the wider business to ‘Be Better Every day’.
  • Experience in presenting and public speaking.
  • Strong personal presence, confidence and credibility.
  • Computer literate, with experience in using Microsoft Office.

 

 

 

 

 

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