This is a fantastic opportunity to develop your communications career within the Customer Communications Centre of Excellence in the Consumer Relationships Chief Operating Office. Our team is responsible for creating and delivering clear, engaging and empathetic customer communications for Rectifications - where we put things right when the Group has made a mistake. These communications are often sensitive and high impact, and play a vital role in maintaining customer trust. You'll work on a wide range of communications across the Group, from single‑customer issues through to large‑scale remediation programmes affecting thousands of customers. Many of the customers we support may be in vulnerable circumstances, such as financial difficulty or bereavement, so empathy, clarity and care are critical.
Responsibilities
* Taking complex issues, remediation decisions and customer treatments and converting them into clear, easy‑to‑understand communications, using accessible language in line with our Customer Communications Principles.
* Putting the customer first, challenging proposed treatments where needed to ensure good customer outcomes.
* Managing communications end‑to‑end, from brief through to delivery, across channels such as letters and email campaigns.
* Working collaboratively with Design & Delivery, data, risk and legal teams, as well as third‑party agencies.
* Ensuring all communications meet Group Standards, including FCA Consumer Duty, and follow the correct governance and approval processes.
* Managing multiple pieces of work at pace, prioritising effectively to deliver high‑quality communications on time.
Why join us? We're on an exciting journey to transform our Group and the way we're shaping finance for good. We're investing in our technology, our workplaces and - most importantly - our people. Join us and, give us your best and we'll give you ours. Here, you'll make a real difference for customers, work with great colleagues, enjoy hybrid working and build a career that's full of opportunity.
We want to ensure all our candidates have the opportunity to shine. Please let us know if there's anything we can do to make sure the assessment process works for you.
Our ambition is to be the leading UK business for diversity, equity and inclusion - supporting our customers, colleagues and communities - and we're committed to creating an environment in which everyone can thrive, learn and develop.
Qualifications
* End‑to‑end communications experience, ideally within a highly regulated environment.
* Strong copywriting skills, with the ability to make complex topics simple and clear.
* Excellent written and verbal communication, with a strong eye for detail.
* Experience managing multiple projects or campaigns simultaneously and delivering to deadlines.
* Confident stakeholder management skills, with the ability to influence and challenge constructively.
* A customer‑centred mindset, with sensitivity to vulnerable customer needs.
Preferred Qualifications
* Copywriting experience within financial services or a similarly regulated sector.
* End‑to‑end campaign management experience.
* Experience of digital channels, particularly email campaign delivery.
* Familiarity with FCA regulation and consumer‑focused communications.
Benefits
We also offer a wide‑ranging benefits package, which includes:
* A generous pension contribution of up to 15%
* An annual performance‑related bonus
* Share schemes, including free shares
* Benefits you can adapt to your lifestyle, such as discounted shopping
* 28 days' holiday, plus bank holidays
* A range of wellbeing initiatives and generous parental leave policies
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