Customer Communications Associate

3 weeks ago

Chatham, United Kingdom Vanquis Bank Full time

Customer Communications Associate

Location:  London / Petersfield / Bradford / Chatham

Salary:  

Closing Date: Monday 02 September 2024

Customer Communications Associate

Location: Bradford, Petersfield, London Or Chatham

Working Pattern: Our working style is hybrid, but we recognise the importance of collaborative working with our working with our colleagues often 2 days per week in one of our offices . More office-based working may be required during project rollouts or when we have a higher number of users in the office.

Benefits: Discretionary annual bonus, 25 days holiday up to 30 days (depending on service), pension scheme with matched company contributions up to 10%, 1 paid day to ‘give back’

Don’t hesitate to apply for a role even if you don’t meet all the criteria; your unique strengths and eagerness to learn can be just as valuable.

You and Your Team:

As a Customer Communications Associate, you will be reporting to the Senior Customer Communications Manager. As a Customer Communications Coordinator, you will play a crucial role in developing and championing the customer vision and strategy across VBG ensuring we transform into a truly customer centric business.

This role will work with the Customer Communications team to develop and implement a Group-wide customer communications strategy and implement relevant oversight and controls to create a communications centre of excellence and deliver good customer outcomes. You will be a true customer champion, driving change across VBG, being passionate about great customer experience, how to get others excited about it, and how to operationalise it at scale.

In your day-to-day role, as a Customer Communications Associate, you will:

Communications Strategy : working in partnership with key stakeholders across the organisation to develop and implement communication strategies that enhance the customer experience, drive engagement and deliver good outcomes for consumer understanding. Customer Communications Journey: develop and maintain a strong understanding of the customer journey and key communication touchpoints. Validate effectiveness of customer communications through research and data-driven insights to refine existing communications and implement strategies to improve them. Vulnerable Customers : working in partnership with teams across VBG to establish Group-wide Vulnerable Customer and Persistent Debt communications strategies, implementation of the strategies and measurement of outcomes to ensure vulnerable customers and customers in Persistent Debt are treated fairly and appropriately and in line with our intent. Influence stakeholders across the organisation to deliver priority communication initiatives to drive positive Customer Outcomes: the role requires a good level of communication skills to create alignment with departments who deliver customer communications. Liaise with key contacts across the industry to share and deliver customer best practice and learnings.

What will make you stand out?

Experience in communications or related fields. Experience of working in a regulated environment or similarly complex environment. Previous experience of working in financial services preferred. Excellent communication skills, both written and oral, with experience of reviewing and editing documents and communications, and communications design and improvement. Experience in developing and implementing customer communications oversight and controls.

Our average process takes up to 4 weeks but we will always work around your availability. You will have the chance to speak to our recruitment team throughout the process.

As this role involves working within a regulated environment any offer will be subject to satisfactory background checks including criminal record check, credit check, fraud check and employment references.

Your working life: If you prefer to work part-time, we'll make this happen whenever we can - whether this is to help you meet other commitments or strike a great work-life balance. A fear of losing your current working flexibility shouldn't hinder you from applying for new opportunities, which is why we aim to match your existing flexible working arrangements where possible.

Why work for us?

Back in 1880, our founder, JK Waddilove started to provide factory workers in Bradford, with essentials, when others wouldn’t, like coal and clothing.

Times have changed since then, society has moved on, and our market and customer needs have evolved. What has not changed though, is our long-established desire to help put people on a path to a better everyday life.

Today we have stayed true to our purpose, just as we’ve always done, in our communities, for our customers, in an evolving and changing world.

It’s why we are here, it’s how we will stay, and as Vanquis Banking Group, we can look to the future, and look back at our past with pride.

At Vanquis Banking Group we believe in looking after our colleagues, so we do our best to create a rewarding, engaging, and supportive work environment across our various divisions.

We let our colleagues know we appreciate their hard work by offering competitive salaries, benefits, and a Group wide recognition scheme. All colleagues are eligible to join a pension scheme, and, after six months’ service, you can join our ‘Save as you Earn’ and 'Buy as you Earn' schemes.

We offer a range of training and development opportunities to help each of our colleagues maximise their potential, whatever their role. From your first day working with us, we’ll help you settle into your new role and are happy to talk to you about your career aspirations.

Equal Opportunity Statement

Here at Vanquis Banking Group, we embrace everyone’s unique strengths and identities to be themselves at work. Regardless of how you identify yourself, your sexual orientation, martial or civil partner status, race, colour, nationality, ethnic or national background, faith, disability, or age – your experiences and background help enrich our teams, and most importantly help support our customers in the best way possible. At the end of the day, its our people that help us to fulfil the reason why we’re here in the first place: to help put people on a path to a better everyday life. 

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