Customer Communications and Delivery Manager

Customer Communications and Delivery Manager

Location London - Hybrid working with a 40% office requirement

This is a Permanent , Full Time vacancy that will close in 11 days at 23:59 BST .

The Vacancy

We have a new permanent opportunity for a Customer Communications and Delivery Manager to join our Communications and Stakeholder team, reporting into the Senior Customer Communications Manager.

The successful role holder will lead initiatives to enhance our customer communication channels such as letters and emails to improve customer
journeys and achieve FSCS's strategic goals and objectives.The role holder will deputise for the Senior Customer Communications Manager where needed, and work closely with the Content Specialists in the team.

Key Priorities

Communication Delivery:

• End-to-End Management: Execute customer communication projects across multiple channels, ensuring alignment with customer insights and desired outcomes.
• Own and oversee incident communications, and failed firm activities, ensuring compliance and excellence.
• Stakeholder Collaboration: Build strong relationships across the organisation, including engaging with end-users and senior stakeholders to ensure alignment and effective execution.
• Proactive Prioritisation: Manage workload by focusing on compliance, customer impact and operational efficiency while providing transparent updates on deliverables.

Content planning and creation:

• Managing FSCS's suite of customer correspondence templates, ensuring regular reviews take place and continuous improvement is championed.
• Work closely with external agencies and contractors as required e.g. for specialist design or production skills.
• Support Content Specialists as required to prioritise and deliver high-quality work.

Content standards:

• Adhere to the in-house style guide to ensure consistency in all our content.
• Champion accessibility and readability in all our content.
• Proofread and edit content created by others, providing advice, support and feedback where needed.

Risk:

• Responsible for the identification, mitigation, management, reporting and escalation to accountable Head of Service of risks, and responsible for the operation of relevant
  controls.

Key Knowledge, Skills and Experience

• Have strong customer journey mapping experience.
• Strategic understanding of branding, customer communications, and customer experience (CX).
• Flexibility to adapt communication styles for diverse audiences, from technical developers to senior leaders.
• Highly articulate with an excellent understanding of written English, able to write for a variety of formats.
• Digitally minded with a strong understanding of content platforms, tools, and SEO.
• A collaborative mindset and ability to work effectively in cross-functional teams.
• Proactive and confident working autonomously, making decisions and taking action.

Working at the FSCS

At FSCS we are purpose driven and committed to delivering an exceptional service and results for our customers.

We have invested greatly in a flexible people offering that we're proud of, that our employees love and that supports and promotes diversity, inclusion, and overall wellbeing. Key benefits include:

• Employer pension contributions from 9%+ dependant on your contributions and length of service
• Life assurance, income and critical illness protection
• Private medical and dental insurance
• EAP and Virtual GP
• 26 days annual leave + bank holidays and the option to sell 5 or buy up to 9 additional days per annum to suit your lifestyle
• Enhanced Maternity, Paternity and Adoption leave - 6 months full pay
• Additional discounts and options to earn rewards to spend at your choice of retailer

About Us

For the past 21 years, FSCS has been getting customers of failed authorised financial services firms back on track.

Our strength is in our numbers. Since 2001, we have helped 6.5m customers and paid back £26bn in compensation. Over the years we have continually strived to be better, faster, and more empathetic to our customers' needs in an ever more complex financial world. Our people have worked together to make sure we can offer protection and reassurance every step of the way, even during the toughest of times over the last two years. FSCS is an organisation that makes a difference, and in which our people truly make a difference.

We have grown from modest beginnings in 2001 to helping customers during historic events such as the 2008 banking crisis and supporting vulnerable customers during the pandemic. As a result of this success, FSCS has become increasingly respected, insightful, and influential in the regulatory eco-system. It is an exciting time in our journey as we now have an opportunity to play a bigger role in breaking the cycle of rising consumer harm and costs; by being part of a system that is about prevention rather than cure.